IT39009: CUSTOMER NUMBER IS UNKNOWN TO OPEN TICKET FROM STORAGE INSIGHTS

APAR status

• Closed as program error.

Error description

• When opening a support ticket from Storage Insights, the
  customer number field for the selected 2147 storage device is
  not pre-populated with the correct customer number.  (The
  country defaults to the first in the list, Abu Dabi, also.)  You
  can enter any customer number into the field and select a
  country, but the ticket will not pass entitlement and be opened
  unless the correct number is provided.  The user opening the
  ticket may not know the correct number and be unable to open a
  support ticket for the device.  The task to create a ticket from
  Storage Insights fails.  The customer number field should be
  filled in to reduce the chance for error.
  
  To work around this issue:
  - Manually enter the appropriate customer number if known.
  - Look at the customer number used on past support tickets for
  that device and enter that.
  - Open the support ticket outside of Storage Insights until
  fixed.
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Storage Insights users opening support tickets           *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * When opening a support ticket from Storage Insights,         *
  * the customer number field for the selected 2147 storage      *
  * device is not pre-populated with the correct customer        *
  * number.  (And the country defaults to the first in the list, *
  *                                                              *
  * Abu Dabi)  You can enter any customer number into the        *
  * field and select a country, but the ticket will not pass     *
  * entitlement and be opened unless the correct number          *
  * is provided.                                                 *
  *                                                              *
  * The user opening the ticket may not know the correct         *
  * number and be unable to open a support ticket for the        *
  * device.  Results is the failure to create a ticket from      *
  * Storage Insights.                                            *
  *                                                              *
  * The customer number field should be filled in to reduce      *
  * the chance for error.                                        *
  *                                                              *
  * To work around this issue:                                   *
  *                                                              *
  * - Manually enter the appropriate customer number if          *
  * known.                                                       *
  *                                                              *
  * - Look at the customer number used on past support           *
  * tickets for that device and enter that.                      *
  *                                                              *
  * - Open the support ticket outside of Storage Insights        *
  * until fixed.                                                 *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR is targeted for the following release:
  
  IBM Storage Insights 4Q21   [ 54X-IBM-SI ]
  ( release target 4Q 2021 / December )
  
  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