APAR status
Closed as fixed if next.
Error description
Using "Get Support" to have Storage Insights open a hardware ticket for a storage device references the phone number of the person opening the ticket and not necessarily the phone number of the data center where the device is installed. As a result, the SSR dispatched might be from the wrong location. A manual correction is required after opening the hardware ticket.
Local fix
When opening a ticket, enter the number the "location phone number" to be contacted in the "contact number" field. When returning calls, the SSR calls the number listed in the "contact number" field.
Problem summary
**************************************************************** * USERS AFFECTED: * * IBM Storage Insights users opening support tickets from * * within Storage Insights * **************************************************************** * PROBLEM DESCRIPTION: * * Storage Insights customers using "Get Support" to open a * * hardware ticket for a storage device references the phone * * number of the person opening the ticket, and not * * necessarily the phone number of the data center where * * the device is installed. As a result, the SSR dispatched * * might be from the wrong location. * * * * A manual correction is required after opening the hardware * * ticket. * * * * * * The problem will be resolved once IBM hardware support * * transition completes: * * * * IBM is upgrading its support website * * https://www.ibm.com/support/pages/ibm-upgrading-its-support- * * website * * * * Support for IBM hardware products is transitioning to a new * * site * * https://www.ibm.com/support/pages/node/1078107 * * * **************************************************************** * RECOMMENDATION: * ****************************************************************
Problem conclusion
Temporary fix
When opening a ticket, set the "contact number" field with the phone number to be used when IBM Support is responding to the case.
Comments
APAR Information
APAR number
IT32908
Reported component name
STORAGE INSIGHT
Reported component ID
5608TPCSI
Reported release
535
Status
CLOSED FIN
PE
NoPE
HIPER
NoHIPER
Special Attention
NoSpecatt / Xsystem
Submitted date
2020-05-18
Closed date
2021-02-08
Last modified date
2021-02-24
APAR is sysrouted FROM one or more of the following:
APAR is sysrouted TO one or more of the following:
Fix information
Applicable component levels
[{"Line of Business":{"code":"LOB26","label":"Storage"},"Business Unit":{"code":"BU058","label":"IBM Infrastructure w\/TPS"},"Product":{"code":"SSQRB8","label":"IBM Storage Insights"},"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"535"}]
Document Information
Modified date:
08 February 2022