Enabling automated Service and Support Requests to IBM Customer Support

You can configure the IBM QRadar Network Security appliance to automatically open a Service and Support Request in the IBM Customer Support system when serious errors occur. Use the Service and Support page to enable this feature.

About this task

By default, automated Service and Support Requests are not enabled. If you want to enable them, you must configure the appropriate settings.
Important: When Service and Support Requests are automated, the Network Security appliance can send system information, event logs, and other support files to IBM Support.
The following table describes the events that trigger an automated support request.
Event System event code Description
NIM failure GLGHW0102E Event reports a network interface module failure, with serial number (if found) and slot (bank) number included.
LCD failure GLGHW0103W Event reports an LCD failure.
Fan failure GLGHW1101E Event reports a fan failure, with module ID included.
PSU failure GLGHW1102E Event reports a power supply unit failure, with module ID included.
CPU cores failure GLGHW9101E Event reports CPU cores are inconsistent as expected.
Memory size failure GLGHW9102E Event reports memory total size are inconsistent as expected.
Storage lifetime low GLGHW9103E Event reports storage lifetime is lower threshold.
Storage SMART test failure GLGHW9104E Event reports storage SMART self-assessment test failed.
Software daemon crash GLGSY0000W Event reports crash events of the following software daemons:
  • advanced threat protection daemon
  • analysis daemon
  • bypass daemon
  • flow data exporter
  • LCD driver
  • packet capture daemon
  • statistics daemon
  • user authentication daemon
  • Site Protector agent daemon
  • File Capture daemon
Note: You must use the local management interface to set up the automated Service and Support Request feature. This configuration is not currently supported in the SiteProtector™ System or the command line interface.

Procedure

  1. Click Manage > Service and Support.
  2. On the Service and Support Level tab, select one of the following options:
    • Do not open a service request. Administrator will open the service request manually.
    • Open a service request and post the log files related to the problem. (Recommended)
    • Open a service request, but do not post the log files related to the problem.
  3. On the Contact Information tab, click Load Information from License to automatically fill in contact information associated with the product license.
    Important: If you renew or change the product license, you must click Load Information from License to update the information manually.
  4. Type the Telephone number (required), and change or complete any other contact information to include in your support requests.
  5. Optional: On the Appliance Information tab, specify the appliance location information to attach to the support request.
  6. On the Connection tab, select one of the following options:
    Option Description
    Connect to the Internet directly. Uses the appliance's existing Internet connection to send support request information.
    Connect to the Internet through a proxy server. Type a Proxy address and Proxy port number. If your proxy server requires authentication, select Use Authentication, and type the User Name and Password.
  7. Click Save Configuration.
Parent topic: System Settings