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Status Not under consideration
Workspace IBM i
Categories PTF and Service
Created by Guest
Created on Mar 27, 2017

Hardware Problem Reporting on 7895 model

Currently, the traditional TEST request generated by SNDSRVRQS ACTION(*TEST) or GO SERVICE option 15. Send test problem is sent to IBM Rochester Hardware Support Team. The 7895 is not supported in Rochester, thus any TEST request fails. Call Home for a 7895 is handled through the FSM (Flex Service Manager). The 7895/FSM is a virtual environment. There is no IBM i hardware.

When the TEST request fails, this generates a call to IBM software support asking why it is failing. It is explained that there is no IBM i hardware for this system and the traditional call home function operates differently on this model system.

Can the Call Home function of Electronic Service Agent ( ESA ) and/or Electronic Customer Support ( ECS ) be enhanced to either:
1) Notify the user via message that this function will not work for the model system they have,
-or-
2) Force the test request to go through the proper problem reporting tool for that model system (ie. FSM)?


Use Case:

- New 7895 model system is installed
- Electronic Customer Support ( ECS ) is configured
- Electronic Service Agent ( ESA ) is enabled for automatic problem reporting
- A test of the connection/function is performed using either SNDSRVRQS ACTION(*TEST) or GO SERVICE option 15
- The process fails but all other functions, including SOFTWARE problem reporting functions as expected
- User calls IBM Software Support to troubleshoot the failure for test requests concerned the hardware problem reporting will not work.


Idea priority Medium
  • Guest
    May 14, 2020

    IBM does not intend to provide a solution to this request at this time, so it is being closed.