IT34394: ENABLE SELECTION DIALOG FOR USERS TO OPEN DS8000 'SOFTWARE' SUPPORT TICKETS

APAR status

• Closed as program error.

Error description

• DETAIL OF PROBLEM :
  Storage Insights doesn?t currently provide
  customer end-users with the ability to select ?hardware? or
  ?software? when opening support tickets against their DS8000
  devices. This option is present for other types of IBM storage
  devices. The result is that tickets are being sent to the DS8K
  hardware support team and then have to be re-assigned to the
  DS8K software support teams, which slows response and
  resolution to DS8000 software problems that are reported by
  customers.
  
  Storage Insights currently defaults to the hardware
  serial number (which ends in ?1?) which will always route to
  the ?hardware? support teams. Enabling the selection between
  hardware and software tickets, Storage Insights will choose
  software serial number (ending in ?0?) and case routing will be
  correct, automatically.
  
  _______________________________________
  _____________
  
  Server/Manager build/release (TPC):
  5.4.0
  Problem as described by customer: When opening case via
  SI for DS8 serial ending in 0 should be used not ending in
  1.
  Initial customer impact (low/med/high): low
  

Local fix

• N/A
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Storage Insights users opening software support ticket   *
  * for their DS8000 device                                      *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * IBM Storage Insights did not provide the customer the        *
  * ability to specify or select "hardware" or "software"        *
  * when opening support tickets against their DS8000            *
  * devices.                                                     *
  *                                                              *
  * This option is present for other types of IBM storage        *
  * devices. The result is that tickets are being sent to the    *
  * DS8000 hardware support team and then have to be             *
  * re-assigned to the DS8000 software support teams,            *
  * which slows response and resolution to DS8000                *
  * software problems that are reported by customers.            *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR is targeted for the following release:
  
  IBM Storage Insights 4Q20   [ 5.4.1-IBM-SC ]
  
  ( release target 4Q 2020 / November )
  
  The target dates for future releases do not represent a formal
  commitment by IBM. The dates are subject to change without
  notice.
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  STORAGE INSIGHT

• Fixed component ID

  5608TPCSI

Applicable component levels