IT35906: INCORRECT SERIAL NUMBER SELECTED WHEN OPENING DS8000 STORAGE DEVICES.

APAR status

• Closed as program error.

Error description

• Storage Insights displays the following message upon failure to
  create a support ticket for DS8000 storage devices:
  "Creating ticket for <device_name>. Creating the ticket failed."
  
  This is the only externally visible indication of failure.
  DS8000
  devices have two serial numbers associated with them -
  typically of the format 75XXXX0 and 75XXXX1. The device
  entitlement checks are based on the serial numbers that end in
  0 (the serial number for the "enclosure") so when the serial
  number ending in "1" is sent, the entitlement check fails.
  
  Internally to Storage Insights we can see the failure
  happening, logged as follows:
   [CreatePMR.create] [INFO] Device: Device
  [Id=xxxxxx, type=2834, model=985,
  serial=75xxxx1, version=7.8.51.159, comp=IBM/xxxxxxxxx,
  cust=xxxxxxx, cc=000]
  
  (Note that the serial number ends in "1").
  ____________________________________________________
  The defect is against component:
  5608TPCSI
  
  Server/Manager build/release:
  5.4.1
  
  Problem as described by customer:
  Storage Insights Pro not opening case successfully
  
  Initial customer impact (low/med/high):
  med
  

Local fix

• N/A
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Storage Insights users opening a support ticket for      *
  * DS8000 device                                                *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * Storage Insights displays the following message upon failure *
  * to                                                           *
  * create a support ticket for DS8000 storage devices:          *
  * "Creating ticket for <device_name>. Creating the ticket      *
  * failed."                                                     *
  *                                                              *
  * This is the only externally visible indication of failure.   *
  * DS8000                                                       *
  * devices have two serial numbers associated with them -       *
  * typically of the format 75XXXX0 and 75XXXX1. The device      *
  * entitlement checks are based on the serial numbers that end  *
  * in                                                           *
  * 0 (the serial number for the "enclosure") so when the serial *
  * number ending in "1" is sent, the entitlement check fails.   *
  *                                                              *
  * Note that the serial number ends in "1"                      *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR is targeted for the following release:
  
  IBM Storage Insights 1Q21   [ 54X-IBM-SI ]
  
  ( release target 1Q 2021 / March )
  
  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