Notification
Risk classification
Informational
Subcategories for Informational notifications
Troubleshooting & Fixes
Affected Domain
Any TS4500 and TS7700 with call home functionality enabled
Abstract
The TSSC/IMC client configuration information configured for call home must be matching the Cognitive Support Platform (CSP) profile information.
Description
When call home is being enabled on TSSC/IMC, client contact information is configured per client requirements.
With the introduction of the Cognitive Support Platform (CSP), any incoming call home record is matched against a client profile within CSP.
It is vital that the client information comprised of Business Name, Phone Number and possibly Email Address as configured within TSSC/IMC, matches what is present within the CSP client profile.
Recommended Action
The client contact information as configured on TSSC/IMC can be reviewed and modified by the client or alternatively IBM support as follows:
After login to TSSC/IMC access the “Call Home Settings” menu:
From here access the “Location Settings”:
The “Customer Business/Company Name”, the “Customer Phone Number (voice)” and possibly the “Customer email address” must match the client profile within CSP:
For a proper profile match to occur the following rules apply:
- The Customer Name must match verbatim
- Either the Phone Number or the Email Address must match in addition to the Customer Name
- The Phone Number doesn’t take in account any non-numeric values as they may be present for entries such as:
555-123-4567 Opt2
555-123-4567 x9876
Ideally no such additional values are present but rather only the actual phone number, here 555-123-4567 - The Email Address option requires a minimum TSSC/IMC code level of v9.2.11 to be installed
- The Phone Number doesn’t take in account any non-numeric values as they may be present for entries such as:
Some clients are currently using the Customer Name field to describe the specific machine such as:
- Here “NA” may refer to this system to be located in North America, “H1234” the systems Serial Number and “DC5” a reference to a Data Center 5.
- In such case the result would be the need of specific CSP profiles for each individual system, which may become cumbersome when a larger number of systems is deployed, each requiring their own corresponding CSP client profile.
To simplify CSP registration for such systems, a TSSC/IMC improvement is pending, allowing multiple strings separated by a blank/space character.
- With the pending TSSC/IMC improvement, the second string “Desired_Profile_Value” is what needs to match the CSP client profile, allowing for a single CSP profile to be used for multiple systems.
“Customer Business/Company Name” separated into First Name / Last Name fields in CSP client profile:
TSSC/IMC code level v9.2.14 was released that provides the desired improvement to allow matching the TSSC/IMC Business Name field to the CSP-Firstname and CSP-Lastname fields:
https://www.ibm.com/support/pages/node/6334617
https://www.ibm.com/support/pages/node/6334617
Update TSSC/IMC with desired code level as applicable, preferably leveraging Remote Code Load https://tape.ibmrcl.enterpriseappointments.com/v2/
Date first published
12 August 2021
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Document Information
Modified date:
01 December 2021
UID
ibm16480675