VNX ™ SolVe Generator

Solution for Validating your engagement

Adding a 2U or 3U Disk Enclosure

Topic
VNX 5400 Procedures
Selections
VNX5400 Activity Type: Hardware Additions and Upgrades
Prevent possible DU-DL situation. Do you have the Service LAN Connection procedure?: Yes - I have
the Service LAN Connection procedure
Disk Array Enclosures: Adding 2U or 3U DAE

Generated: May 12, 2022 12:48 PM GMT

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Publication Date: May, 2022

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 Contents
Preliminary Activity Tasks .......................................................................................................3
Read, understand, and perform these tasks.................................................................................................3

Handling Field Replaceable Units (FRUs) ..............................................................................4

FRUs and Power Issues ...............................................................................................................................4
Avoiding Electrostatic Discharge (ESD) damage..........................................................................................4
Emergency procedures (without an ESD kit)...........................................................................................5
Removing, installing, or storing FRUs .....................................................................................................5
Using Linux CLI on VNX systems with FRU/CRUs .................................................................................6
Disabling Connect Home ........................................................................................................6
Disabling call home for a block system.........................................................................................................6
Disabling Connect Home and email notifications for a file/unified system....................................................7

Add a 2U or 3U Disk-Array Enclosure.....................................................................................8

Before you start.............................................................................................................................................8
Prepare for the upgrade................................................................................................................................9
Handling disks .......................................................................................................................................10
VNX disk and disk array enclosure limits...............................................................................................10
Task 1: Downloading and installing the Unisphere Service Manager .........................................11
Task 2: Running the Disk-Array Enclosure Installation wizard....................................................11
Task 3: Upgrading capacity on the VNX-F..................................................................................11
Task 4: Verifying the operation of the new disk or DAE with Unisphere .....................................12
Task 5: Running the Verify Storage System wizard....................................................................12
Enabling Connect Home .......................................................................................................12
Enabling call home for a block system........................................................................................................12
Enable ESRS device client on control station.............................................................................................13
Enabling Connect Home and email notification for a file/unified system ....................................................13

Appendix A: Using the Install Base Group (IBG) Business Services Portal .....................15

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Preliminary Activity Tasks
This section may contain tasks that you must complete before performing this procedure.

Read, understand, and perform these tasks

1. Table 1 lists tasks, cautions, warnings, notes, and/or knowledgebase (KB) solutions that you need to
be aware of before performing this activity. Read, understand, and when necessary perform any
tasks contained in this table and any tasks contained in any associated knowledgebase solution.

Table 1 List of cautions, warnings, notes, and/or KB solutions related to this activity

489302: If you are using Data At Rest Encryption (D@RE) on your VNX2 array, perform a Keystore
Backup prior to the NDU and store the backup image on a host system: Unisphere > System >
System Management > Backup Keystore file

488877: In Rel 33 P155 during a controlled reboot, an issue maybe encountered where a lun(or luns)
may not accept I/O for 50+ seconds during the trespass process. There is a strong probability that
this issue will be impactful when upgrading from Rel 33 P155 to any later release of code. Dell EMC
strongly recommend to installs KB488877-01.01.5.001-armada64_free.ndu (available on
support.emc.com) prior to attempting an install of any VNX OE version when upgrading from Rel 33
P155.

301857: Do not perform a VNX OE NDU on any VNX Storage Processors connected to a VPLEX
running any VPLEX GeoSynchrony version. Do not perform a proactive Storage Processor reboot on
any VNX Storage Processors connected to a VPLEX running any VPLEX GeoSynchrony version.
Refer to
ETA 182792 https://support.emc.com/kb/182792,
ETA 193541 https://support.emc.com/kb/193541, and
ETA 197315 https://support.emc.com/kb/197315.

445234: Prevent possible DU-DL situation. Make sure you use the Service LAN Connection
procedure.

2. This is a link to the top trending service topics. These topics may or not be related to this activity.
This is merely a proactive attempt to make you aware of any KB articles that may be associated with
this product.

Note: There may not be any top trending service topics for this product at any given time.

VNX Top Service Topics

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Handling Field Replaceable Units (FRUs)

WARNING: The weight of some FRU assemblies is not evenly distributed. To prevent personal injury or
equipment damage when handling FRU assemblies, make sure you provide extra support at the heavy
end of a FRU assembly.

This section describes precautions you must take and general procedures you must follow when
removing, installing, or storing field-replaceable units (FRUs). The procedures in this section apply to FRU
handling during hardware upgrades as well as during general replacement.

FRUs and Power Issues

FRUs are designed to be powered up at all times. This means you can replace FRUs and accomplish
most hardware upgrades while the cabinet is powered up. To maintain proper airflow for cooling and to
ensure EMI compliance, make sure all front bezels, filler panels, and filler modules are reinstalled after
the FRU replacement or hardware upgrade is completed. Do not remove a faulty FRU from the system
until you have a replacement available.

CAUTION: When you want to power down a storage processor enclosure (SPE), turn off the power
switch on the enclosure’s standby power supply (SPS). Never turn off the SPE’s power supply switches.
Turning off the SPE power supply switches instead of the SPS power switch shuts down the storage
processors before they have enough time to save the write-cache data to the vault drives. This causes
data loss.

If write-cache data is not saved, the storage processor log displays an error message similar to the
following:
Enclosure 0 Disk 5 0x90a (Can’t Assign - Cache Dirty) 0 0xafb40 0x14362c.
If you see this error message, contact Customer Service immediately.

Avoiding Electrostatic Discharge (ESD) damage

When replacing or installing FRUs, you can inadvertently damage the sensitive electronic circuits in the
equipment by simply touching them. Electrostatic charge that has accumulated on your body discharges
through the circuits. If the air in the work area is very dry, running a humidifier in the work area helps
decrease the risk of ESD damage. You must use the following procedures to prevent damage to the
equipment, so read the following instructions carefully.
• Provide enough room to work on the equipment. Clear the work site of any unnecessary materials or
materials that naturally build up electrostatic charge, such as foam packaging, foam cups, cellophane
wrappers, and similar items.
• Do not remove replacement or upgrade FRUs from their antistatic packaging until you are ready to
install them.
• Gather the ESD kit and all other materials you will need before you service a component. Once
servicing begins, you should avoid moving away from the work site; otherwise, you may build up an
electrostatic charge.
• Use the ESD kit when handling any FRU.

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 If an emergency arises and the ESD kit is not available, follow the procedures in the section
Emergency procedures (without an ESD kit).
• Use the ESD wristband that is supplied with your system.
To use it, attach the clip of the ESD wristband (strap) to any bare (unpainted) metal on the cabinet
enclosure; then secure the wristband around your wrist with the metal button against your skin.

Emergency procedures (without an ESD kit)

In an emergency, when an ESD kit is not available, use the following procedures to reduce the possibility
of an electrostatic discharge by ensuring that your body and the subassembly are at the same
electrostatic potential.

IMPORTANT: These procedures are not a substitute for the use of an ESD kit. You should follow them
only in the event of an emergency.

• Before touching any FRU, touch a bare (unpainted) metal surface of the enclosure.
• Before removing any FRU from its antistatic bag, place one hand firmly on a bare metal surface of the
enclosure, and at the same time, pick up the FRU while it is still sealed in the antistatic bag. Once you
have done this, do not move around the room or contact other furnishings, personnel, or surfaces
until you have installed the FRU.
• When you remove a FRU from the antistatic bag, avoid touching any electronic components and
circuits on it.
• If you must move around the room or touch other surfaces before installing a FRU, first place the
FRU back in the antistatic bag. When you are ready again to install the FRU, repeat these
procedures.

Removing, installing, or storing FRUs

Use the following precautions when you remove, handle, or store FRUs:
• Do not remove a FRU from the cabinet until you have the replacement available.
• Handle a FRU only when wearing a properly attached ESD wristband:
Attach the clip of the ESD wristband to the ESD bracket or to a bare metal portion of the FRU’s
enclosure.
Secure the wristband around your wrist with the metal button against your skin.
• Handle a FRU gently. A sudden jar, drop, or vibration can permanently damage some FRUs.
• The weight of some FRUs is not evenly distributed. To prevent personal injury or equipment damage
when removing, installing, or handling theses FRUs, use both hands and provide extra support at the
heavy end of the FRU.
• Never use excessive force to remove or install a FRU.
• Store a FRU in the antistatic bag and the specially designed shipping container in which you received
it. Use this special shipping container when you need to return the FRU.
• If you need to store a FRU for a short time, make sure the temperature of the location where you
store FRU is within the limits specified by the FRU’s Technical Specifications.
• Disk modules are sensitive to the extreme temperatures sometimes encountered during shipping. We
recommend that you leave a new disk modules in its shipping container and allow it to acclimate to
the installation site’s ambient temperature for at least four hours before operating the new module in
the system.

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 • When removing a disk module, pull the module part way out of the slot, then wait 30 seconds for the
drive to spin down before removing it.
• When installing multiple disks in a powered-up system, wait at least 10 seconds before sliding the
second and each subsequent disk into the system.
• Place a disk module on a soft, antistatic surface, such as an industry-standard antistatic foam pad or
the container used to ship the module. Never place a disk module directly on a hard surface.

Using Linux CLI on VNX systems with FRU/CRUs

Users should obtain Root User credentials before starting FRU/CRU activities on VNX1/VNX2 systems,
when using Command Line on the Control Station. The beginning # at the CLI prompt indicates that the
user is Root. Generally, a user logs into the Control Station as the user “nasadmin”, and then performs
an “$ su” , and enters the password for Root, to get to the # prompt. Certain commands, such as
mounting file systems on the Control Station, always require root user.

Disabling Connect Home

The procedure for disabling Connect Home or call home depends on whether you are working on a block
or file/unified system.

Disabling call home for a block system

Use Unisphere or naviseccli to disable call home for the storage system during this maintenance activity.
You can disable call home responses for a user determined time period between the 30 minute minimum
and the 240 minute maximum.

Note: The procedure below details how to disable call home using Unisphere. As an alternative you can
use naviseccli on a Windows management client to disable call home:
naviseccli eventmonitor -monitor -disableresponse -user <username> -password
<password> -scope 0 -server <serverIPaddr> -time <min>

1. [ ] Log in to the storage system or the Unisphere domain that contains the storage system.
2. [ ] From Unisphere, select System > Monitoring and Alerts > Notification and select the Distributed
Monitors tab.
3. [ ] Right click on the name of SP A in the list of distributed monitors for the storage system on which
you are disabling call home and select Disable/Enable Responses.
The Disable/Enable Responses dialog box appears.
4. [ ] Select the Disable Responses check box and set a time period during which responses will be
disabled for the anticipated maintenance activity. Then click OK.
In the popup that appears, click Yes to confirm.
5. [ ] Repeat these steps for SP B.

Note: You MUST disable responses on BOTH SP A and SP B to disable the storage system call
home responses.

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Note: Disable/Enable Responses (quiet mode) feature will automatically re-enable call home when the
timer you set to disable call home expires. Network connectivity between the storage system and the call
home monitoring station is required for the Software Assistant to automatically enable call home and
verify the call home rules.

Disabling Connect Home and email notifications for a file/unified system

1. [ ] At the rear of the cabinet, connect the null modem cable from the serial port on the management
console to the serial port on the primary Control Station.

Figure 1 Control station serial connection

2. [ ] Open a terminal emulation program (For example, HyperTerminal or PuTTy) and use the
following settings to create a serial connection to CS 0:
• Bits per second: 19200
• Data bits: 8
• Parity: None
• Stop bits: 1
• Flow control: None
• Emulation: Auto Detect
• Telnet terminal ID: ANSI
3. [ ] Login as nasadmin.
4. [ ] Become the root user:
$ su root
Password:
5. [ ] As the root user, disable Connect Home:
# /nas/sbin/nas_connecthome -service stop
6. [ ] Disable the email notification service:
# /nas/bin/nas_emailuser -modify -enabled no
7. [ ] Verify that the email notification service has stopped (is not enabled):
# /nas/bin/nas_emailuser -info
8. [ ] Check if ESRS client is enabled. Record if ESRS is enabled. If a control station is replaced or re-
imaged ESRS must be re-provisioned.

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 # /nas/sbin/nas_connecthome –i
ESRS :
Priority = Disabled or Enabled
9. [ ] If ESRS client is enabled run the following command and record the ESRS configuration data.
# /celerra/esrs2/Configurators/esrs_client_configurator --show-esrs-
configuration
ESRS DC is connected to esrs3-corestg.isus.emc.com on port 443
Policy Manager is disabled
Proxy Server is disabled

Add a 2U or 3U Disk-Array Enclosure

To add a 2U (DAE5S) or 3U (DAE6S) disk-array enclosure (DAE) to your storage system, you must use
the Disk-Array Enclosure Installation wizard described in this guide. This wizard determines if you can
add a DAE to your storage system, and if you can, it assigns a bus and enclosure address for the DAE
and tells you how to install and cable the DAE.

CAUTION: DO NOT use this procedure to install a new 4U, 60-drive DAE7S. The DAE7S can only be
installed by an authorized support provider due to the extreme weight of this enclosure. Installation of a
4U (DAE7S) 60-drive DAE is not a supported customer activity. To install a 4U DAE, contact you
authorized support provider.

For additional details on the locations of orderable parts, and their part number labels, refer to the parts
location guide for your specific VNX model. EMC posts and maintains parts location guides online on the
Related Documents section of {Conref}https://mydocs.emc.com/VNX. On the Related Documents page,
under the VNX Hardware Parts heading, click on the desired guide.
Topics include:

Before you start

CAUTION: DO NOT connect the new DAE to the PDP until directed by the Unisphere Service Manager
wizard. Connecting the DAE power cords too soon will result in an incorrectly configured DAE. Your new
DAE ships with power cords of two different colors, one black and one gray. When prompted to connect
these power cords to the PDP, connect these cables following the existing pattern of black power cords
connecting to one side of rack power and the gray power cords connecting to the other side.

The Disk-Array Enclosure Installation wizard is part of the Unisphere™ Service Manager (USM). The
USM is available from the EMC Online Support website. If you are not running the latest version of the
USM, we recommend that you download and install the latest version as described in this guide.

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The Unisphere Service Manager (USM) must run on a Windows host or Windows virtual machine that is:
• Running a supported operating system version. For supported versions, refer to the EMC Unisphere
Service Manager Release Notes, which are available on the EMC Online Support website.
• Connected to the Internet and able to communicate with the management ports on the storage
sytsem if you need to install the USM and/or download software updates.
• Running a supported Java Runtime Environment (JRE). For supported JRE versions, refer to the
EMC Unisphere Service Manager Release Notes.

CAUTION: For a module that must be installed into a slot in an enclosure, examine the rear connectors
on the module for any damage before attempting its installation.

CAUTION: A sudden jar, drop, or even a moderate vibration can permanently damage some sensitive
FRUs.

CAUTION: Some CRUs have the majority of their weight in the rear of the component. Ensure that the
back end of the CRU is supported while installing or removing it. Dropping a CRU could result in personal
injury or damage to the equipment.

Prepare for the upgrade

Before you begin this upgrade, EMC recommends that you perform a few preparation actions:

Note: When Data at Rest Encryption is enabled, only drives that meet at least one of these requirements
can be used:
Factory new drives

Securely erased/sanitized drives

Previously encrypted drives

• Review the upgrade procedure -- To prevent errors and save time, please read through the entire
upgrade procedure at least once.
• Unpack and inspect the upgrade -- The shipping package for the upgrade is designed to reduce the
possibility of product damage associated with routine material handling experienced during shipment.
To reduce the potential damage to the product, transport the upgrade in its original EMC packaging.
Failure to do so may result in damage to the upgrade. Also, do not remove the upgrade from its
shipping container until you are ready to install it.

Note: Do not discard the packaging materials used in shipping your upgrade. You will need the
packaging materials in the future if you move or ship you upgrade.

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Handling disks
Disks are extremely sensitive electronic components. Always handle a disk gently, and observe the
following guidelines:
• Follow the instructions in the section on handling replaceable units in this document.
• Always wear a properly attached ESD wristband when removing or replacing a disk.
• Avoid touching any exposed electronic components and circuits on the disk.
• Disks are sensitive to the extreme temperatures sometimes encountered during shipping. We
recommend that you leave new disks in their shipping material, and expose the package to ambient
temperature for at least four hours before attempting to use the new disks in your storage system.
• Do not remove a faulty disk until you have a replacement disk (with the same part number or the part
number of an approved replacement for the disk). The part number (PN005xxxxxx) appears on the
disk. A replacement disk should be the same type (SAS, SATA, FLASH) and have the same capacity
(size and speed) as the disk it is replacing.
• When removing a disk, pull the disk partially out of the slot, then wait 30 seconds for the drive to spin
down before removing it.
• When installing multiple disks in a powered up system, wait at least 10 seconds before sliding the
next disk into position.
• Place disks on a soft, antistatic surface, such as an industry-standard antistatic foam pad or the
container used to ship the disk. Never place a disk directly on a hard surface.
• Never hit disks, stack disks, or allow them to tip over or fall.

VNX disk and disk array enclosure limits

Refer to the table below to view the limitations around count of system disks and DAEs.
Your VNX can be upgraded with expansion disks and/or disk array enclosures, unless it was installed
with the maximum number of disks allowed. Refer to the following table to see the limitations associated
with your VNX system.

Note: The DAE limits noted here refer to the maximum number of DAEs of a single type you would need
to install to reach a system's disk drive limitation. For example, the VNX5800 can contain a maximum of
750 disks thus it would take twenty nine 25-drive DAEs to reach the 750 drive limit. EMC allows for mixed
DAE types to be installed within the same system; in these cases your total number of DAE would differ,
but never exceed, the limits listed below.

Table 1 VNX disk and DAE limits

Disk drives (2.5" or 3.5") DAE limits by type

VNX system Minimum Maximum 15-drive DAE 25-drive DAE 60-drive DAE
number of drives number of drives (DAE6s) (DAE5s) (DAE7s)
VNX5200 4 125 6 4 1
VNX5400 4 250 15 9 3
VNX5600 4 500 31 19 7
VNX5800 4 750 48 29 12
VNX7600 4 1000 65 39 16
VNX8000 4 1500 100 60 25

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Note: These limits listed for your VNX reflect the current hardware limits supported by the latest VNX
operating environments (OEs).

Task 1: Downloading and installing the Unisphere Service Manager

If you do not already have USM installed on your Windows management station, download and install the
latest version:

1. [ ] From the https://support.emc.com, select your system > Downloads.

The Downloads page appears.
2. [ ] From download list, select the Unisphere Service Manager link and save the software to your
host or management station.
3. [ ] In the folder where you saved the USM, double-click the executable (.exe) file.
4. [ ] Follow the instructions that appear.
5. [ ] When the installation is complete, click Done.
Unisphere Service Manager opens.
6. [ ] Click Login.
7. [ ] Connect to your system by entering the host name or IP address and click Connect.

Task 2: Running the Disk-Array Enclosure Installation wizard

1. [ ] Start the Unisphere Service Manager by doing either one of the following:
• Click the Unisphere Service Manager icon on your desktop, or
• Select Start > All Programs or Start > Programs, then select EMC > Unisphere > Unisphere
Service Manager > Unisphere Service Manager.
2. [ ] Log in to your system.
3. [ ] From the System screen, select Hardware > Hardware Installation > Install Disk Array Enclosure.
4. [ ] Follow the instructions that appear, and be sure to click View Instructions on the Installation
Instructions page.

Task 3: Upgrading capacity on the VNX-F

You can upgrade your VNX-F to a new capacity after adding hardware by expanding your Flash_Pool.

1. [ ] Launch Unisphere and select your system in the drop-down list.

2. [ ] Select Storage > Storage pools.
3. [ ] Select your pool and click Expand.
4. [ ] Under Extreme Performance, use the drop-down menu to select the number of Flash VP disks to
add.
The number of disks selected should match the number of disks that were ordered with your upgrade.
5. [ ] Click OK
6. [ ] Create LUNs on this new storage using the LUN Provisioning Wizard.
Visit https://mydocs.emc.com/VNX and select VNX Series > Configure LUNs and storage pools for
additional information about managing LUNs.

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Task 4: Verifying the operation of the new disk or DAE with Unisphere
1. [ ] Start Unisphere® for the storage system by entering the IP address of one SP in the storage
system.
2. [ ] In the systems drop-down list on the menu bar, select the storage system in which you installed
the new disk or DAE.
3. [ ] Select System > Hardware > Storage Hardware.
4. [ ] Expand the enclosure in which you installed the new disk or expand the new DAE.
5. [ ] Verify that the new disk or new DAE and the disks that the new DAE contains appear and are not
faulted.

Task 5: Running the Verify Storage System wizard

Use the Verify Storage System wizard to perform a health check on the storage system.

1. [ ] Start the Unisphere Service Manager by doing either one of the following:
• Click the Unisphere Service Manager icon on your desktop
• Select Start > All Programs or Start > Programs, then select EMC > Unisphere Service Manager >
Unisphere Service Manager
• From the System screen in Unisphere, click Launch USM in the right-hand taskbar located under
Service Tasks
2. [ ] Log in to your system.
3. [ ] From the System screen, select Diagnostics > Verify Storage System to run the storage system
health check wizard.

Enabling Connect Home

Enabling call home for a block system
Note: Disable/Enable Responses (quiet mode) feature will automatically re-enable call home when the
timer you set to disable call home expires. Network connectivity between the storage system and the call
home monitoring station is required for the Software Assistant to automatically enable call home and
verify the call home rules.

Use Unisphere or naviseccli to enable call home for the storage system following this maintenance
activity.

Note: The procedure below details how to enable call home using Unisphere. As an alternative you can
use naviseccli on a Windows management client to enable call home:
naviseccli eventmonitor -monitor -enableresponse -user <username> -password
<password> -scope 0 -server <serverIPaddr>

1. [ ] Log in to the storage system or the Unisphere domain that contains the storage system.
2. [ ] From Unisphere, select System > Monitoring and Alerts > Notification and select the Distributed
Monitors tab.
3. [ ] Right click on the name of SP A in the list of distributed monitors for the storage system on which
you are enabling call home and select Disable/Enable Responses.

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 The Disable/Enable Responses dialog box appears.
4. [ ] De-select the Disable Responses check box and click OK.
5. [ ] Repeat these steps for SP B.

Note: You MUST enable responses on BOTH SP A and SP B to enable the storage system call
home.

Enable ESRS device client on control station

If ESRS device client was provisioned on the control station it must be re-provisioned after a control
station replacement. From the procedure generator select; EMC Secure Remote Support > Remote
Support Installations > Installation/Configuration for File/Unified Systems > Provision VNX File/Unified
ESRS device client on control station.

Enabling Connect Home and email notification for a file/unified system

Use the open console session with the primary CS to re-enable Connect Home and email notification:

1. [ ] As the root user, clear any existing Connect Home files and enable Connect Home:
# /nas/sbin/nas_connecthome -service start -clear
2. [ ] From the Connect Home configuration, determine the connections that are enabled:
# /nas/sbin/nas_connecthome -i
3. [ ] Verify that Connect Home works with the /nas/sbin/nas_connecthome -test
<connection_name> command for each enabled connection.
For example:
# /nas/sbin/nas_connecthome -t -email_1
or
# /nas/sbin/nas_connecthome -t -email_2
or
# /nas/sbin/nas_connecthome -t -https
or
# /nas/sbin/nas_connecthome -t -modem_1
4. [ ] Verify email notifications is configured:
# /nas/bin/nas_emailuser -info
If the Recipient Address(es) field is empty, email notifications has not been configured and does not
need to be enabled. If you want to configure email notifications, use the /nas/bin/nas_emailuser
command or Unisphere to configure it.
If the Recipient Address(es) field is populated, email notifications was enabled. Re-enable email
notifications:

a. Enable email notifications:

# /nas/bin/nas_emailuser -modify -enabled yes
b. Verify that email notification works:
# /nas/bin/nas_emailuser -info
c. Test the configuration and verify that the configured Recipient Address(es) received the test email:

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 # /nas/bin/nas_emailuser –test

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Appendix A: Using the Install Base Group (IBG) Business Services Portal
Note: This procedure is only valid for EMC employees. EMC Service Partners should continue using the
Partner Notification Tool (PNT) or the Storage System Registration Utility (also known as ARU) to update
the EMC Install Base.

Business Services Portal: Provides a centralized location for users to submit requests directly to the
Install Base Group. The Portal is accessible outside the EMC network.

IMPORTANT: Completion of this activity is a mandatory requirement to closing a CSI Service Request.

5. [ ] Navigate to http://emc.force.com/BusinessServices to access the Portal (Figure 1).

Figure 1 Navigate to Business Portal

6. [ ] On the Business Services Portal home page, navigate to the Post Sales section and click on
‘Install Base Group’ (Figure 2).

Figure 2 Install Base Group Link

7. [ ] This will bring you to the Install Base Group case creation page. Make sure to choose the
specific Case sub-type for your request from the dropdown menu (Figure 3):

Note: If entering extra data not included in the chosen Case sub-type, enter the extra data in the
Description field or attach a document with the extra data.

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 Figure 3 Case Sub-Type Selection

Sub-Type Selections:
d. IB Status Change - Update the status in the Oracle Install Base
e. PDR Update - Add or change Preferred Dispatch Resource on a TLA
f. Move or Party Change - Move or change what customer a TLA is located at
g. Upgrade/Conversion - Updating a product to the latest version based on a Sales Order Shipment
h. Debrief - Part Usage on the different task types in Oracle
i. Model Quantity Update - Changing the quantity on a Model in the IB
j. Secure Credentials - SP Upgrades and enabling the field to obtain secure credentials
k. Other - All other requests that don’t fit into categories
l. Model Separation - Splitting multiple models into single instances
m. Microcode Update - Updating the microcode to the desired version

Note: Once a sub-type is chosen, click on the ‘Select’ button which will populate the form with all the
relevant fields for your specific service request

8. [ ] Populate your contact name, e-mail address, phone and theatre (Figure 4).
You can also include the e-mail addresses of any other users that you would like to include on this
request in the ‘Additional Notification Email’ fields.

Figure 4 Contact Form

Note: All fields marked in red are required for submission

9. [ ] In the Case Details section, populate the ‘Subject’ and ‘Description’ fields to provide details on
the type of support needed (Figure 5).

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 Figure 5 Case Details

Note: If this is a Federal request, make sure to check the “Federal Case’ check box. If not, do not
make a Federal Case out of it.

10. [ ] Select the corresponding Product Families that apply to your request (Figure 6).

Note: Family is the TLA/Model product family for your request. If you have multiple product families in
your request and one of them is listed here, choose that family; otherwise choose “All Other
Families”.

11. [ ] Fill out the additional fields that are relevant to your specific Case sub-type (Figure 6)

Figure 6 Product Information

12. [ ] If you need to include additional documents with your request, navigate to the Upload
Attachments section and click on ‘Choose file’. Provide details on the file selected in the ‘Description’
field (Figure 7).

Figure 7 Upload Attachments

13. [ ] Once you have provided all the relevant information and included any necessary attachments,
click on the ‘Submit’ button (Figure 8).

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 Figure 8 Submit

14. [ ] This will send the request to the Install Base Group for their review. You will receive automated
e-mail notifications to stay up-to-date on the progress of your request (Figure 9).

Figure 9 Done

15. [ ] Upon completion of this service activity, update the CSI database with the new VNX system
information for this site. Standard Global Services discipline requests you to register this service
activity in CSI, particularly for an Install or an Upgrade. You can use CRM or MS Outlook IB Database
email form in accordance with your team's reporting policy. Verify that all the customer site
information is correct (Table 1).

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 Table 1 Site Information for CSI

Information for Updating IB Database

1. General Information (always required)
CE / Requestor Name:
CE / Requestor Badge Number:
CE / Requestor Phone Number (when applicable):
Task or Service Request (SR) Number:
Sales Order Number:
Procedure Performed at Party ID Number:
Installation or Completion Date:
Integrated or Gateway System? Check One: Integrated [ ] Gateway [ ]
2. VNX System Installation (when applicable)
VNX Serial Number:
VNX OE Software Version:
Remote Connection Phone Number:
AUX Array (when applicable)
TLA Serial Number:
TLA Part Number:
FLARE Software Version:
3. VNX Hardware Upgrade Conversion (when applicable)
VNX Model Number Change: From (original): To (final):
Added Data Mover or Blade (when applicable)
TLA Serial Number:
TLA Part Number:
Added or Changed Data Mover Enclosure (when applicable)
TLA Serial Number:
TLA Part Number:
Added or Changed Storage Processor Enclosure (when applicable)
TLA Serial Number:
TLA Part Number:
4. VNX Software Upgrade (when applicable)
NAS Software Upgrade Version:
FLARE Code Upgrade Version:
5. VNX FRUs Replaced, Added, or Removed (when applicable)
Serial Numbers or Instance Numbers of FRUs:

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