Chapter 7. IBM Electronic Service Agent for System i 81
provides the largest bandwidth for improved performance in the transmission of information to
IBM. It is the most efficient connection type.
In the case where you use a modem, we recommend that you use the internal modem by
having it logically attached to each partition so that all partitions can share the modem as a
single connectivity point to IBM. You can configure Service Agent on i5/OS to use a modem
on any partition or the modem on the HMC.
For information and scenarios about connectivity options, see the i5/OS Information Center
topic on Universal Connection, which is located at:
7.6.1 Service Agent in a network
Automatic hardware problem reporting and service information collection are started in
separate tasks. When using a centralized approach, we recommend that you activate
problem reporting first.
In a network environment, Service Agent and System Manager/400 (SM/400) can work
together to report problems to IBM through a central system. It is important to note:
On the central system (Service Provider):
– Service Agent must be activated.
– Service Agent must be configured to accept problems from remote systems (Service
This is controlled by a Service Agent attribute on the central system. To change this
attribute, from the Service Agent main menu, select Change Service Agent attributes
(option 1). The command parameter Report remote problems must be set to *YES.
– The Activation password (also entered using the Change Service Agent attributes
menu option) must be supplied. Contact your IBM Service Representative to obtain the
On each endpoint system (Service Requester):
– Service Agent must be activated.
– Service Agent must be configured to report problems to a central system (Service
This is controlled by a Service Agent attribute on each endpoint system. To change
this attribute, from the Service Agent main menu, select Change Service Agent
attributes (option 1). The command parameter “Report problem to” must specify the
control point name and the network ID of the central system (Service Provider).
There are several Software Knowledge Base articles (as shown in Table 7-1 on page 82) that
are useful to configure Service Agent and System Management/400 to work together to
provide centralized problem reporting.
82 IBM Electronic Services: Support using Automation and Web Tools
Table 7-1 Software Knowledge Base articles for System Manager/400
For more information about configuring and using System Manager, refer to the document,
System Manager Use, SC41-5321, at this Web site:
In a network environment, Service Agent and Management Central can work together to
collect and send service information to IBM through a central system.
Management Central on the central system provides an Extreme Support wizard to help you
configure the collection and transmission of service information to IBM. For instructions about
configuring Extreme Support to use Service Agent, see the i5/OS Information Center topic
entitled Configure Extreme Support.
Figure 7-3 on page 83 shows iSeries® Navigator and Extreme Support on your system.
Document title Document number
“Installation, Configuration, and Start-Up for
System View System Manager/400”
“System View System Manager/400
“Logging Remote Problems Using System
Manager and Service Agent”
Chapter 7. IBM Electronic Service Agent for System i 83
Figure 7-3 Management Central, Extreme Support menus
For information about using Management Central, see the i5/OS Information Center topic
about Management Central:
When Service Agent is activated, jobs are scheduled to handle the collection and
transmission of service information. If iSeries Navigator and Management Central are also
used to schedule the collection and transmission of service information, the result can be
duplicate processing. To avoid this duplication, after you have successfully scheduled the
collection and transmission of service information through iSeries Navigator, enter the
following command on each endpoint system:
RMVJOBSCDE JOB(QS9SA*) ENTRYNBR(*ALL)
This command removes the service information collection and transmission jobs that were
created during the initial activation of Service Agent. Each time that the Service Agent
attributes are changed, the service information and collection jobs are added.