Chapter 1. ProtecTIER basics 15
1.4 Remote support and Call Home
Remote support is available for the TS7650G and the TS7650 Appliance through the Call
Home
capability on the IBM TS3000 System Console (TSSC). The Call Home feature reports
failures detected by the ProtecTIER servers. Whenever a failure is detected, Call Home
sends detailed error information to IBM Service Center (home). The IBM System Service
Representative (SSR) can then prepare an action plan to handle the problem before traveling
to the affected installation. The appliance or gateway might also periodically send support
information (such as configuration, code versions, and error logs) to IBM. Doing so speeds up
the problem determination and fault resolution. When enabled on the appliance and gateway,
Call Home uses a connection on your Ethernet network to transmit hardware and software
problem reports to IBM. Call Home is enabled and tested by IBM System Service
Representatives during initial system installation.
When the Reliability, Availability, and Serviceability (RAS) software on the ProtecTIER server
detects an error condition, Call Home sends detailed error information through the TSSC to
IBM. If the error indicates a problem with a field replaceable unit (FRU), an IBM Service
Representative can pre-order the affected unit for optional replacement at the site.
The TS7650G and the TS7650 Appliance provide four Call Home capabilities:
Test Call Home The IBM System Service Representative sends a Test Call
Home signal after enabling the Call Home feature during initial
installation. You can also send a Test Call Home to ensure that
the setup is correct and that the appliance or gateway can
successfully open a Problem Management Record (PMR) in
the IBM Remote Technical Assistance Information Network
(IBM RETAIN®).
Problem Call Home When the RAS software detects a problem, it initiates a Call
Home operation to create a PMR in RETAIN. The PMR is a
single page of text data that enables the Support Center or the
Service Representative to access an action plan and a list of
applicable FRU components.
Heartbeat Call Home To ensure proper ongoing Call Home functionality, the system
sends a Heartbeat Call Home on a regularly scheduled basis.
The heartbeat interval is user-defined.
User-Initiated Call Home You can manually initiate Call Home from the TSSC GUI to
collect a product engineering (PE) package.
The RAS software sends data files that might be helpful to IBM Support Center personnel for
all four types of Call Home. These data files include error logs and configuration information,
such as the Machine Reported Product Data (MRPD) log.
Heartbeat interval: The Heartbeat Call Home can be an interval of once a day, if wanted.
Failed attempts are logged in the system console TSSC and can be monitored by
an administrator.
Important: You must install Reliability, Availability, and Serviceability (RAS) software on
the ProtecTIER server before setting up Call Home.
16 IBM ProtecTIER Implementation and Best Practices Guide
The TSSC is a service tool that must be present in an IBM supported TS7650G or TS7650
Appliance. You can either order a TSSC with your appliance or gateway, or use a TSSC
already installed at your site.
1.4.1 How to set up Call Home
In this section, we provide an overview and the necessary steps to configure and test the Call
Home feature and how to find these events in the system console.
To set up Call Home, complete the following steps:
1. Log on to the ProtecTIER Appliance and access the ProtecTIER service menu. The menu
shown in Example 1-1 opens.
Example 1-1 Initial screen of ProtecTIER service menu
----------------------------------------------------------------------
ProtecTIER Service Menu running on tuc1dd5
----------------------------------------------------------------------
1) ProtecTIER Configuration (...)
2) Manage ProtecTIER services (...)
3) Health Monitoring (...)
4) Problem Alerting (...)
5) Version Information (...)
6) Generate a service report
7) Generate a system view
8) Update ProtecTIER code
E) Exit
----------------------------------------------------------------------
>>> Your choice?
2. Select the Problem Alerting option and press Enter. The screen shown in Example 1-2
opens. Select Enable/Disable Call Home.
Example 1-2 Call Home options in ProtecTIER service menu
----------------------------------------------------------------------
ProtecTIER Service Menu running on rasddx
Problem Alerting (...)
----------------------------------------------------------------------
1) Enable/Disable Call Home
2) Send a Test Call Home
3) Configure Call Home Heartbeat frequency
Important: Although it is possible to operate a TS7650G or TS7650 Appliance without a
connected TSSC, IBM does not support this configuration.
All TS3000/TSSC related tasks are IBM support personnel responsibility.
Important: Be sure to complete the Call Home test message process. Failure to verify that
Call Home is working properly on the new system can result in Call Home messages that
fail to send.
You must install Reliability, Availability, and Serviceability (RAS) software on the
ProtecTIER server before setting up Call Home.

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