Electronic Service Agent (V5R4M0) Jobs

The following are descriptions of V5R4M0 IBM Electronic Service Agent jobs:

QS9PALMON - This job periodically monitors the product activity log for errors. The start hour and analysis interval are set in GO SERVICE Option 1. PAL analysis will run 10 minutes after the hour. For example, 00 means the start hour is at midnight, and the PAL analysis interval is 4, so it will run at 00:10, 4:10, 8:10, 12:10, and 16:10 daily.

QS9PRBMON - This job monitors problem log entries and routes them to the appropriate data queue (data queue QS9HDW for hardware problems and data queue QS9SFW for software problems).

QS9HDWMON - This job analyzes hardware problems sent from QS9PRBMON and determines if they should be reported to the service provider. If they should be reported, it sends them to data queue QS9SND.

QS9SFWMON - This job analyzes software problems sent from QS9PRBMON and determines if they should be reported to the service provider. If they should be reported, it sends them to data queue QS9SND.

QS9PRBSND - This job monitors data queue QS9SND for problems that must be sent to the service provider and sends them to the QS9PRBCALL job.

QS9PRBCALL - This job initiates ECS activity and sends the problem.

QS9AUTOPTF - This job completes a transaction to the SDR (data receiver), which contains a list of PTFs deemed critical by IBM Service (Service Agent related and a few hardware PTFs). If the PTFs are not on the system or on a logical partition, it will download the save file or cover letter based on the parameters selected in GO SERVICE Option 1.

QS9AUTOTST - This job periodically sends a test problem to the service provider by using ECS. It runs weekly and when its interval is met, the job will send the test problem. For the weeks when sending the test problem is not done, the job will simply end normally and take no action. Note: This does not use HTTP connectivity; due to the type of transaction, it uses only VPN connectivity.

QS9SACOL - This is a service information collection and transmission job. It runs daily to collect and send the service information to IBM. If the settings in GO SERVICE Option 1 for the Send time element of the Service information parameter is set to *COLLECT, then QS9SACOL will collect and send the service information. If the send time is not *COLLECT, then QS9SACOL will only collect the service information and not send it.

QS9SASND - This is a service information transmission job. It runs daily to send the service information to IBM only if the send time is different than *COLLECT, which is immediately after the collection time based on the settings in GO SERVICE Option 1. If the settings in GO SERVICE Option 1 for the Send time element of the Service information parameter is set to *COLLECT, then this job is not needed and it will not exist. If the send time is not *COLLECT, then QS9SASND will be scheduled and only send the service information.

QSJHEARTBT - This job does a verification transaction to IBM to test the service information connection configuration. The default is 7 days; however, it can be changed in GO SERVICE Option 1, Connection Verification Timer. It can be changed from 1 through 21 days.

QSJERRRPT - This job sends problems immediately to IBM. It was implemented with PTF SI25871 at V5R4.

CL Command to Configure Internal Modem for ECS (V5R1-V5R3)

When the Electronic Customer Service (ECS) on the new internal modems made its debut, the only way to configure it was the Universal Connection Wizard from within Operations Navigator. Users who did not have the need to use Client Access or Operations Navigator were required to configure a PC to set up and configure the internal modem.

Although this remains the recommended way to configure the internal modem, there is now the ability to configure ECS using CL Commands provided in the following PTFs:  

1. For R510: SI07187 and SI07188 (prereq SI05752)
2. For R520: SI06847 and SI06848

CL Commands Included in the PTF: The following CL commands are included:

CRTSRVCFG - Create Service Configuration: This CL command allows you to configure a TCP/IP Point-to-Point *DIAL service connection to IBM via AT&T Global Network Services. *IOSYSCFG special authority is required.

DLTSRVCFG - Delete Service Configuration: This CL command allows you to delete an existing AT&T Global Network Services, TCP/IP Point-to-Point service configuration, and the associated line description. *IOSYSCFG special authority is required.

CHGSRVCFG - Change Service Configuration: This CL command allows you to change an existing AT&T Global Network Services, TCP/IP Point-to-Point service configuration. *IOSYSCFG special authority is required.

VFYSRVCFG - Verify Service Configuration: This CL command allows you to verify an AT&T Global Network Services, TCP/IP Point-to-Point service configuration by starting the profile and attempting to connect to the remote host via the dial access number specified in the profile. *USE authority to the STRTCPPTP and ENDTCPPTP CL commands is required.

Modem Types Supported

The following modem types are supported: 2699* Two-line WAN IOA.

 

2720* PCI WAN/Twinaxial IOA.

2721* PCI Two-line WAN IOA.

2745* PCI Two-line WAN IOA (replaces IOA 2721).

2742* Two line IOA (replaces IOA 2745).

2761 Eight-port analog modem IOA.

2771 Two-port WAN IOA with a V.90 integrated modem on port 1 and a standard communications interface on port 2. To use port 2 of the 2771 adapter, an external modem or ISDN terminal adapter with the appropriate cable is required.

2772 Two port V.90 integrated modem WAN IOA.

2793* Two port WAN IOA with a V.92 integrated modem on port 1 and a standard communications interface on port 2. To use port 2 of the 2793 adapter, an external modem or ISDN terminal adapter with appropriate cable is required. This replaces IOA model 2771.

2805 Four port WAN IOA with an integrated V.92 integrated analog modem. This replaces models 2761 and 2772.

Note: These adapters require an external V.90 modem (or above), or ISDN terminal adapter, and an RS232 or compatible cable.

 

Configuring Electronic Customer Support on the Internal Modem

To prepare for the configuration of ECS on the internal modem, perform the following steps:

1 Load and apply the appropriate PTF for your release with its prerequisites.

2 Set the system value QRETSVRSEC to 1. This allows the IBM® iSeries® family of servers to store and exchange information necessary to set up the communications with the AT&T Global Network.

3 Set the Modem Country ID to ‘US’ in the Network Attributes. On the operating system command line, type the following:

CHGNETA MDMCNTRYID(US)

Press the Enter key. Now you are ready to configure ECS on the internal modem. To configure ECS on the internal modem, do the following:

1 Using the CRTSRVCFG command with the following parameters, you will be allowed to choose the values for each of the required fields (note that this is all one CL command that is wrapped to fit). On the operating system command line, type the following:

CRTSRVCFG CNNTYPE(*PTP) SERVICE(*ECS) REFSRVCFG(*NONE) CNTRYID(*SELECT) STATE(*SELECT) TELNBR1(*SELECT) TELNBR2(*SELECT) RSRCNAME(*SELECT) MODEM(*SELECT)

Press the Enter key.

2 You will be prompted for the country. Select the country using Option 1.

 

 

 

 

 

 

 

 

3 You will then be prompted for the State. Select it with Option 1.

 

 

 

 

 

 

 

 

 

 

 

4 Next is the Primary Telephone Number - select the number desired, but verify it is still up-to-date with ATT by using their Web site at help.attbusiness.net and select the Access Numbers link in the left column. Make sure that the number you choose is V.90-capable because some ATT numbers are ISDN-capable only.

 

 

 

 

 

 

 

 

 

 

 

5 You will be given the opportunity to change this number to include a preceding 9, if required, or to remove the area code (if not required) or to change the number altogether if it does not match the current number from the ATT Web site given above.

 

 

 

 

 

 

 

 

 

6 Do the same for the backup number.

Note: If selecting the nationwide toll as a backup, do not select the 800-586-3089 number because ATT has changed this to a ISDN-capable only number.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

7 Select the *INTMODEM Communications Resource from the list.

 

8 Select the modem type to match your resource from the list:

 

 

 

 

 

 

 

 

 

You should then get the message that the profile was created.

IBM Electronic Service Agent

IBM® Electronic Service Agent™ is offered to customers free of charge. Prior to V5R4, Electronic Service Agent provided only two functions: Hardware Problem Reporting and System Inventory Collection and Transmission.

Hardware Problem Reporting predicts and prevents hardware errors by early detection of potential problems, downloads fixes, and automatically calls IBM Service when necessary.

Note: To take full advantage of the hardware problem reporting functions of Service Agent, the IBM® Power™ Systems must be under warranty or have an active IBM Maintenance Services Agreement.

System Inventory Collection and Transmission collects and electronically sends system information to IBM to be used as input for problem analysis and problem prevention functions, and to assist IBM in providing improved service.

In V5R4, Electronic Service Agent added a function: Software Problem Reporting.

Software Problem Reporting identifies software problems with SRC B900FDC8 in a ready status, and it downloads fixes or sends primary APAR data based on the Service Monitors.

What can Service Agent Hardware Problem Reporting do for my system?

The primary purpose of the hardware problem reporting function of Service Agent is to inform you and, optionally, your service provider (usually IBM Service) whenever a hardware problem has occurred or is about to occur. It does this by analyzing entries in two logs: The Problem Log and the Product Activity Log. The Power Systems reports problems and status changes using a table look-up approach. Entries in these logs contain a Reference Code Translate Table (RCTT) field and a System Reference Code (SRC) field. The RCTT field identifies a table of possible problems that can occur on a specific hardware device type. The SRC field indicates a specific entry within the associated RCTT. Hardware problem reporting uses the RCTT and SRC to determine the severity of each log entry. If a matching SRC code is not found in the Service Agent threshold table, the Error Analysis Framework (EAF) flags are referenced. The Error Analysis Framework intercepts an error before it reaches the Product Activity Log, adds information to it, and sets various flags. The flags include if the problem is isolated, if EAF intercepted the error, and if Service Agent should report the error.

Hardware problem reporting can also automatically do problem analysis on problems before calling for service. When a hardware error is logged in the Problem Log, the system attempts to process any Problem Determination Procedures (PDPs) that exist for that particular SRC. Although the system is not able to complete the PDPs for every SRC, it completes as much problem diagnosis as possible so that your service representative will have a better understanding of the problem.

This function of Service Agent aids IBM Service personnel in problem source identification. System and I/O errors are dynamically monitored and analyzed. No user intervention is required. Service Agent further simplifies error analysis for some errors by giving the service representative a list of the most probable parts to be replaced and alternate plans of action for the problem.

The Service Agent application automatically reports problems to IBM for service via the Electronic Customer Support (ECS) link using the SDLC or TCP/IP protocol on the system.