IT36580: SUPPORT TICKET OPENED WITH STORAGE INSIGHTS DISPLAYED IN TICKETS TAB TWICE

APAR status

• Closed as program error.

Error description

• A support ticket (hardware or software) opened with Storage
  Insights in the TSxxxxxxxxx format is displayed in the Tickets
  tab twice. After opening, both tickets were displayed with the
  same case number and open status. One had today's date and one
  had yesterday's date. After support closed the open case
  (outside of Storage Insights), the Tickets tab updated to show
  the case as closed, but it also still showed the same case
  number as open.
  
  The support case opened by Storage Insights
  with TSxxxxxxxxx format should only be displayed once. Opening
  any ticket from Storage Insights that creates a PMR results in
  only 1 entry for the new ticket.
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Storage Insights users opening/viewing support tickets   *
  * for storage device                                           *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * A support ticket (hardware or software) opened with          *
  * Storage Insights in the TSxxxxxxxxx format is displayed      *
  * in the Tickets tab twice.                                    *
  *                                                              *
  * After opening, both tickets were displayed with the same     *
  * case number and open status. One had today's date and        *
  * one had yesterday's date. After support closed the open      *
  * case (outside of Storage Insights), the Tickets tab updated  *
  * to show the case as closed, but it also still showed the     *
  * same case number as open.                                    *
  *                                                              *
  * The support case opened by Storage Insights with             *
  * TSxxxxxxxxx format should only be displayed once.            *
  * Opening any ticket from Storage Insights that creates        *
  * a PMR results in only 1 entry for the new ticket.            *
  *                                                              *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR is targeted for the following release:
  
  IBM Storage Insights 2Q21   [ 54X-IBM-SI ]
  
  ( release target 2Q 2021 / June )
  
  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