IT41244: FAILURES TO OPEN 'SOFTWARE' SUPPORT CASES FOR IBM DS8K DEVICES

APAR status

• Closed as program error.

Error description

• When trying to open a support case against an IBM DS8k device,
  choosing the 'software' option, users are presented with the
  following message:
  
  "Oops something wrong happened on our end. Try refreshing the
  page to fix the issue. Error code: TKT:500.<br>Reference ID:
  xxxxxxxxxxxxxxxx"
  
  This message appears in red text on the ticket creation dialog
  screen but offers no information about why the ticket creation
  fails.
  
  Internally, the following information is logged by Storage
  Insights:
  
  Jun 8 10:48:29 tcks-54755b7c7c-zqsgx tcks debug ECCError is :
  Failing Machine Vendor: [IBM], Type: [2421], Serial: [75Axxx0]
  is NOT REGISTERED in the [RIKER_REG] system. Detail(s): [Riker's
  Trasaction Id: <id_removed>, Riker's Message: nested exception
  is: javax.ejb.EJBException: See nested exception; nested
  exception is: java.lang.IllegalArgumentException: No productCode
  could be found]. tenantUUID: <uuid_removed> systemUUID :
  <uuid_removed> and taskId : <uuid_removed> task : [{"taskUUID":
  "<uuid_removed>,"executionUUID":"<uuid_removed>","result":{"sta
  tus":"RUNNING","startTimestamp":1654685298000},"startTime":1654
  685298000,"expirationTime":1654692498000,"taskType":"CREATE_TIC
  KET"}]
  
  This internal information tells us that there's been an
  entitlement failure for the device, but that information is not
  surfaced along with the message to the GUI.
  
  The cause for this is that Storage Insights is passing along an
  invalid component ID to the ticket creation systems, which
  results in an entitlement failure.
  
  ____________________________________________________
  The defect is against component: 5608TPCSI
  Server/Manager build/release: 5.4.x
  Problem as described by customer: Unable to open DS8K support
  tickets
  Initial customer impact (low/med/high): med
  

Local fix

• Open cases choosing the "hardware" option.
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * IBM Storage Insights users opening a support case for IBM    *
  * DS8000 device                                                *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * When trying to open a support case against an IBM DS8k       *
  * device,                                                      *
  * choosing the 'software' option, users are presented with the *
  * following message:                                           *
  *                                                              *
  * Oops something wrong happened on our end. Try refreshing the *
  * page to fix the issue. Error code: TKT:500.                  *
  *                                                              *
  * This message appears in red text on the ticket creation      *
  * dialog                                                       *
  * screen but offers no information about why the ticket        *
  * creation                                                     *
  * fails.                                                       *
  *                                                              *
  *                                                              *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR is targeted for the following release:
  
  IBM Storage Insights 1Q23   [ 54X-IBM-SI ]
  ( release target 1Q 2023 / February )
  
  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