IBM PowerHMC users will now have an interface in the Hardware Management Console (HMC) to create a problem/case for either a component of the HMC, a VIOS instance or one of the systems managed by the HMC.  When creating the problem, the user can customize what will be collected and sent back to IBM. When the user creates a problem, the HMC will generate an error code specific for the problem category selected by the user.  A problem number will be created on the HMC, and if the user chooses to call home the problem (default option) a case number will be assigned to the problem.  The HMC will then collect the desired log files and send them back to IBM automatically.  This feature is intended to streamline the process for a customer to report a problem to IBM as well as collecting the logs associated with that problem, reducing the time take for administrators to collect and send log files, and reducing the context switch between multiple user touch points. 

How to Navigate to this New Feature

There are three ways from the HMC to navigate to this new feature.  First from the Dashboard using the left navigation menu select System resources -> Systems.  Select a system and under the Service header drop down select create serviceable event.

You can also access this feature from the serviceable events panel. First from the dashboard using the left navigation menu select Service management -> Serviceable Events.  Then select the Create button to create the event.

Lastly, you can access this feature from the Service Actions button on the serviceable events panel. First from the dashboard using the left navigation menu select Service management -> Serviceable Events.  Then select the Service Actions button and Create Serviceable event to create the event.

The Create Service Events Panel

After navigating to one of the launch points, the HMC will display the create service events panel.  The panel will have a field for the Case Title.  A short sentence of what the user is reporting to IBM is appropriate.  Next is the description of the issue.  It is suggested to include the problem being observed.  Something like “we see error code x when attempting function y.  A description of what the user was doing when the problem was encountered, or steps to recreate the observed problem.  Any suggestions or answers the user would like from IBM, such as “workaround” or “help”.  The expected outcome,  like “password reset” or “analyze diagnostic output” or "provide levels in which problem fixed if it's a known issue"..   The user can then select the severity, enter contact information, and select the problem type.  For this initial release HMC V11.1.1110.0 the HMC supports 5 problem types: System, HMC, VIOS, Partition Migration, and Cloud Connector.  Something to notice, when selecting the problem type the HMC will present different options to be entered under product information and the data files.  Finally, the user can enable sending the associated data files to IBM support.  Depending on the problem type selected by the user.  A series of tiles will be presented at the bottom of the screen that describe the associated files the HMC will collect and send back to IBM to be associated with the reported problem.

Creating a Service Events for a System

If the user navigated to this panel from the Systems path as shown in the first navigation option above, then the problem type will default to system and the system name will be that of the selected system. Otherwise, launching the create service events panel from one of the other entries points the user will have to select System as the problem type, and then select the system from a drop-down menu of all the systems being managed by the HMC.  The user will have the options of HMC diagnostics, non-disruptive system dump, and service processor dump as tiles under the data files to be collected.  Clicking the create button will create the problem and report it to IBM.

Creating a Service Events for HMC

Selecting HMC as the problem type will automatically populated the HMC console information for the event.  The user will have the options of HMC diagnostics as tiles under the data files to be collected.  Clicking the create button will create the problem and report it to IBM.

Creating a Service Events for VIOS

After selecting VIOS as the problem type, the user will be able to select the system and the VIOS instance they want to report an issue on.  The user will have the options of VIOS snap and HMC diagnostics as tiles under the data files to be collected.  Clicking the create button will create the problem and report it to IBM.

Creating a Service Events for Partition Migration

After selecting Partition Migration as the problem type, the user will be able to select the source system and source VIOS instance, as well as the target system and target VIOS instance they want to report an issue on.  Note that both the source and target should be systems managed by the HMC.  The user will have the options of Partition migration and HMC diagnostics as tiles under the data files to be collected.  Clicking the create button will create the problem and report it to IBM.

Creating a Service Events for Cloud Connector

Selecting Cloud connector as the problem type will automatically populated the HMC console information for the event.  The user will have the options of HMC diagnostics as tiles under the data files to be collected.  Clicking the create button will create the problem and report it to IBM.

Summary

Using the Create Service Events option to report problems to IBM and allowing the HMC to do the heavy lifting of collecting and sending the appropriate log files back to IBM will greatly enhance IBMs ability to quickly assist users reporting problems with any of the supported components.  Make sure you have call home enabled on your HMC to even further enhance and streamline the process from reporting to resolution.

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