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AIX Version 6.

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Electronic Service Agent

AIX Version 6.1

Electronic Service Agent

1 and to all subsequent releases and modifications until otherwise indicated in new editions.Note Before using this information and the product it supports. US Government Users Restricted Rights – Use. . 2011. read the information in “Notices” on page 47. © Copyright IBM Corporation 2007. Second Edition (May 2011) This edition applies to AIX Version 7. duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

2011 iii . . 16 esacli . . . . . . . . . Collecting and sending service information . . . . . . Performing Electronic Service Agent tasks . . . . 9 Configuring your service connection . . . . ISO 9000. . . . . . . . . . . . . . . . . Modem information . . . . . . . . . . . 22 esacli problem . . Sending a test problem . . . . . . . . . . 14 Electronic Service Agent graphical interface. . . . . . . . . . . . . . . . . . . . . Setting the trace level . . . 9 Testing connectivity to IBM . . 3 Topology . . . v . . . . . . . . . . . . . . . . . . . . . . 1 Problem processing overview . . . . . . . . . . . . . . . . . . . Displaying service information collection activity Exporting a configuration. . . . . 6 Activating Electronic Service Agent . . . . . . . . . . . . . . . . . Accessing the Electronic Services web site . . . . . . . . . . . . . . . Unconfiguring Electronic Service Agent . . . . . . . Running an operational test . . . . . v Highlighting . . . . 14 SMIT (for AIX) and cfgassist (for VIOS) interfaces 16 Electronic Service Agent commands . . . . . . 19 esacli export . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 esacli import . . . Providing IBM IDs . Updating notifications . . . 12 Electronic Service Agent user interfaces . . . . 3 Operating system . . . . . . . . . . . . . . v esacli test . . . . . . Reference information . . 3 Browsers for Electronic Service Agent . . . . 18 esacli activity . . 1 Electronic Service Agent overview . . . . . 17 esacli activate. . . . . . . . . . . 20 esacli help . . . . . . . . . Importing a configuration . . . . . . . . . . . 23 esacli status . . . . . Displaying the activity log . 3 Security . . . . . . . Installing Electronic Service Agent . . . . . . . 2 Planning for Electronic Service Agent . . 24 Notices . . . . . . . . . . . . 49 © Copyright IBM Corp. . . . . . . Configuring your service connection . . . . . . . 1 Accessing the Electronic Services web site . . . Case-sensitivity in AIX . . . . . . . . . . . . . . Specifying contact and location information . Uninstalling Electronic Service Agent . . . . . . . . . . . . . . . . . . . . . . 2007. . . . . . . . . . . . . . . . . Testing connectivity to IBM . . . . . . . . . Displaying problem information . 47 Trademarks . . . . . . . . . . . . . . . . 11 Specifying contact and location information . . . v . . . . . . . . . . . . . 25 26 26 27 28 28 29 31 31 32 32 33 34 34 35 36 37 38 38 39 40 41 41 41 42 43 Electronic Service Agent . Configuring operational settings . . Stopping and starting Electronic Service Agent Suspending and resuming Electronic Service Agent . . . . . Troubleshooting Electronic Service Agent . . . . . . . . . . . . . . . . . . .Contents About this document . . . . .

iv AIX Version 6.1: Electronic Service Agent .

structures. subroutines. 2011 v . Also identifies graphical objects such as buttons. To avoid causing undesirable actions to be performed. examples of portions of program code similar to what you might write as a programmer. directories. always ensure that you use the correct case. Italics Monospace Case-sensitivity in AIX Everything in the AIX operating system is case-sensitive. Identifies parameters whose actual names or values are to be supplied by the user. labels. FILEA. you can use the ls command to list files. messages from the system. the system responds that the command is not found. FiLea. Highlighting The following highlighting conventions are used in this book: Bold Identifies commands. Likewise. ISO 9000 ISO 9000 registered quality systems were used in the development and manufacturing of this product.About this document This book provides the information necessary to activate and manage IBM® Electronic Service Agent™ on AIX®. and other items whose names are predefined by the system. Identifies examples of specific data values. © Copyright IBM Corp. examples of text similar to what you might see displayed. even if they reside in the same directory. files. and filea are three distinct file names. and icons that the user selects. For example. If you type LS. keywords. which means that it distinguishes between uppercase and lowercase letters. 2007. or information you should actually type.

vi AIX Version 6.1: Electronic Service Agent .

Electronic Service Agent includes the following features: v Places service calls to IBM automatically if the server is under a service agreement or warranty. use the Premium Search function. It also can collect hardware. IBM support representatives use system problem descriptions and service information to better diagnose issues with your systems. using. To view or download the PDF version of this topic.adobe. With early knowledge about potential problems that Electronic Service Agent provides. and customize the site to your preferences. This topic collection provides information about activating. you need to supply an IBM ID. Related information Electronic Services Web site The Electronic Services Web site provides the ability to view service information reported by Electronic Service Agent. collect. v Collects and securely sends scheduled system inventory and diagnostic inventory to an IBM database. configuring. which might help IBM support assist in diagnosing problems. go to Electronic Services Web site. Downloading Adobe Reader: You need Adobe Reader installed on your system to view or print this PDF. such as viewing service information. © Copyright IBM Corp. v Communicates with IBM using a secure Internet connection using encryption and authentication. open and manage service requests. and periodically submit hardware problem information to IBM support. 2011 1 . and troubleshooting the Electronic Service Agent on the AIX operating system. You can download a free copy from the Adobe website (www.ibm. Electronic Service Agent overview IBM Electronic Service Agent is a no-charge software tool that resides on your system to automatically and continuously monitor. For information about how to download and activate Electronic Service Agent on prior releases of AIX 5L™. and system configuration information. Accessing the Electronic Services web site https://www. v Includes the option to send e-mail notifications when a serviceable problem is detected and service request is opened. make up IBM Electronic Services. and customize the site to your preferences.com/support/electronic/portal The Electronic Services Web site provides the ability to view service information reported by Electronic Service Agent. To use some of the functions found on the Electronic Services Web site. open and manage service requests. along with the Electronic Services Web site. select Electronic Service Agent. This inventory information is available to IBM support representatives when they are solving your problem. receive support messages by platform or individual. IBM can proactively assist you in achieving higher availability and better performance.Electronic Service Agent Electronic Service Agent. receive support messages by platform or individual.com/products/acrobat/ readstep. 2007.html). software.

To view the service information sent to IBM support. see “Displaying problem information” on page 31. such as viewing service information. Service information includes hardware. IBM support either arranges an appointment to replace the part. the service request is closed by IBM support. 5. IBM support receives the problem and service information. Service information can be viewed on the Electronic Services Web Site. you can add the resources to a resource filter which prevents service calls for that resource. attempts to resolve the problem without a visit to the customer's site. with references to procedures. or. After the problem is resolved. and customize the site to your preferences. settings. system configuration. Related tasks “Providing IBM IDs” on page 27 An IBM ID is needed to view service information that was sent to IBM support by Electronic Service Agent. and information to help you control those events. open and manage service requests. If problem reporting still fails even after retry attempts. and performance information. IBM support contacts the person specified as the service contact for more information. see the Displaying problem information topic. report the problem. See “Accessing the Electronic Services web site” on page 1. there is a specific sequence of events that occur to record the problem. If you don't want problems recorded for specific resources in your network. You can view and adjust the frequency and number of retry attempts. Electronic Service Agent sends service information related to the problem to IBM support. 3. resolve the problem. The following shows the problem processing sequence of events. software. See the Displaying problem information topic to verify that the service request assigned to the problem is closed. Electronic Service Agent detects and records a problem.Note: To use some of the functions found on the Electronic Services Web site. if possible. When contacting the service contact. 1. Related information Electronic Services Web site The Electronic Services Web site provides the ability to view service information reported by Electronic Service Agent. Electronic Service Agent reports the problem to IBM support. When Electronic Service Agent detects a problem. 2. To use some of the functions found on the Electronic Services Web site. such as viewing service information. See the Configuring operational settings topic and select Problem information. See the Configuring operational settings topic and select Service contact.1: Electronic Service Agent . To see all problems recorded by Electronic Service Agent. 4. the process is retried. you need to supply an IBM ID. If problem reporting fails because of a transmission problem. 6. you need to supply an IBM ID. See “Configuring operational settings” on page 28 and select Resource filters. Problem processing overview Problem processing is an important capability of Electronic Service Agent. receive support messages by platform or individual. you might need to investigate your network's connectivity. go to the Electronic Services Web site and select My systems from the left navigation. 2 AIX Version 6. and close the problem. To see when the problem was reported to IBM support.

Operating system Electronic Service Agent is bundled with the AIX operating system.4.5 and later for use on Red Hat Enterprise Linux (RHEL) and SUSE Linux operating systems v Microsoft Windows Internet Explorer 6 and later for use on Microsoft Windows operating system v Firefox v1.ibm.7. security.10-FP21 and later v AIX 5.3 Technology Level 6 (AIX 5. Electronic Service Agent is bundled with the following supported AIX operating systems: v All versions of AIX 7. the following browsers have been tested on the indicated operating systems: v Mozilla 1. Although other browsers may work when viewing the Electronic Service Agent graphical interface.3.3 TL6) and later Note: For the earliest versions of AIX 5. Planning for Electronic Service Agent When planning for Electronic Service Agent. and topology of the network you plan to support. Electronic Service Agent 3 . refer to the Electronic Services web site for downloads and prerequisites. the security of information you transmit to IBM support. you need to consider the operating system.1 v All versions of AIX 6.5 and later for use on Microsoft Windows operating system Security When using Electronic Service Agent. Browsers for Electronic Service Agent It is recommended that you use one of the following browsers as the Electronic Service Agent graphical interface. “Configuring operational settings” on page 28 You can configure operational settings for Electronic Service Agent to perform the functions important to your service environment.Related concepts “Accessing the Electronic Services web site” on page 1 https://www. browsers. See “Accessing the Electronic Services web site” on page 1.com/support/electronic/portal Related tasks “Displaying problem information” on page 31 You can view active problems (service requests) for systems monitored by Electronic Service Agent.1. The following provides more information about the privacy of your information.1 v Virtual I/O Server (VIOS) version 2.7 and later for use on Red Hat Enterprise Linux (RHEL) and SUSE Linux operating systems v Firefox v1. and the security of those using Electronic Service Agent.2 and 1. Information privacy The service information you provide to IBM support remains private. Only authorized IBM support personnel and those people specifically authorized by you have access to this information.12 and later for use on AIX operating systems v Mozilla 1. your information is kept private and your data is securely transmitted to IBM.1. Browsers used as the Electronic Service Agent graphical interface may be on systems running different operating systems.

Information transmission security The problem information and service information you send to IBM support is safe and secure. Authorized IBM employees can view all service information about the system. firmware levels. Electronic Service Agent obtains the system ID and password from IBM support. Electronic Service Agent initiates a connection with IBM support and then IBM support replies. only users with superuser privileges can run the commands that establish the connections. pre-sales specialists. building. Electronic Service Agent might provide a call-home mechanism for other IBM offerings. Both the activator and esacli commands are run only locally on the client system. Electronic Service Agent transactions are outbound requests sent using the security of Hypertext Transfer Protocol Secure (HTTPS). including names. part serial numbers. phone numbers. These IBM groups have electronic access to the information so that they can prepare for and perform advanced problem determination to more efficiently serve you. part locations. v Location information about the system on which IBM Electronic Service Agent is installed. v System failure logs. and the phone number for the telephone located nearest the system. For the authentication of transmissions. system utilization. The information collected by such offerings is covered in a separate agreement for each IBM offering. you select how Electronic Service Agent communications are set up. from the esacli command. operating system applications. The following figure shows a summary of the connection into IBM.The service information that is gathered by IBM support is collected from the information you entered into Electronic Service Agent and the information Electronic Service Agent collected from the system. and other groups within IBM. During the activation and setup of Electronic Service Agent. Electronic Service Agent uses the client's connectivity environment. feature codes for parts. and completely within the client local area network. administrative clerks. The call-home mechanism sends information specific to a particular IBM offering. and the connections are secured. communication configuration is a direct Internet connection. Electronic Service Agent can accept incoming connections from the activator command used to activate the product. and e-mail addresses. or personnel information v Client information v Your business plans In addition. The password is changed periodically. The graphical user interface connection is initiated by the client only. configuration values. country. a system ID and password is used. Electronic Service Agent has the ability to collect problem and service information and send it to IBM support on a scheduled basis. or specify to transmit information using the Electronic Service Agent proxy server or another proxy server.1: Electronic Service Agent . You can select to keep the default. The service information collected by Electronic Service Agent includes the following: v Your support contact information. The nature of maintaining a high-level security posture dictates that IBM does not divulge in-depth details regarding the management 4 AIX Version 6. part numbers. including city. IBM support never initiates a connection to Electronic Service Agent. statistical. software listing. It is also gathered from phone calls with the IBM Support Center. including any firewalls that the client has established. the maintenance level. A user can request that a new password be generated. and from the Electronic Service Agent graphical user interface. By default. geographic region. if necessary. These connection requests are always initiated from the customer system by Electronic Service Agent. program temporary fixes (PTFs). In all three cases. and performance. encrypted. Service information does not include the following: v Collection or transmission of any of your company's financial.

Electronic Service Agent sends the collected information through the proxy to IBM support. Electronic Service Agent establishes an SSL Internet connection with IBM support using the system ID and password previously created. Electronic Service Agent establishes an SSL Internet connection between the proxy and IBM support. At the scheduled time. 4. then the following process applies: 1. 3. Using the SSL connection between the system and IBM support. the information is transferred to the appropriate IBM database. the information is transferred to the appropriate IBM database. The proxy resides on a client system. Electronic Service Agent collects the information to be transmitted and queues it for transmission. 2. 3. 2. and audits. After the arrival to IBM. User security User and file security is provided by AIX user authorizations and privileges. Electronic Service Agent 5 . If you select the proxy path to send your information. At the scheduled time. After the information has arrived to IBM support. Information transmission security is important whether your connection to IBM is through a direct or proxy connection. Note: The client supplied HTTP proxy is the responsibility of the client. If you select the Internet path to send your information. Electronic Service Agent collects the information to be transmitted and queues it for transmission. Internet transmission of service information Note: The Internet provider relationship and connection are the responsibility of the client. This connection is authenticated using the system ID and password previously created. then the following process applies: 1. The collected information is sent to IBM.of security or its tools. 4. Proxy transmission of service information The proxy can be either a client supplied HTTP proxy or the IBM Service and Support Proxy. processes. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface.

groups. The information is transmitted to IBM support in one of the following ways: v Through an Internet connection to IBM support. 3. groups.1: Electronic Service Agent . Topology Ensure that you consider your topology when planning for Electronic Service Agent. v Through a proxy. and passwords in the System p® and AIX Information Center. Electronic Service Agent clients connecting to IBM support through a common exit point. groups. or HMC managed systems. see Users. Related concepts “Electronic Service Agent graphical interface” on page 14 The Electronic Service Agent graphical user interface is an intuitive way to manage and control Electronic Service Agent.For detailed information about AIX user and file security. Related information Users. Stand-alone client topology 1. Your topology might consist of stand-alone Electronic Service Agent clients independently connecting to IBM support. Information is protected using existing client firewalls and the IBM firewall. 2. and passwords See Users. The information is stored in problem management databases and service information databases and made available to the IBM Support Center and service representative to help them assist you in diagnosing problems 6 AIX Version 6. Information is protected using existing client firewalls and the IBM firewall. The Service Agent client gathers the information for transmission to IBM support. The proxy can be either a client supplied HTTP proxy or the IBM Service and Support Proxy. and passwords in the IBM System p and AIX Information Center. It uses standard graphical interface controls to access Electronic Service Agent functions.

Electronic Service Agent 7 . Each client transmits the information to IBM support through the exit point proxy. In the following diagram. The proxy can be either a client supplied HTTP proxy or the IBM Service and Support Proxy. The Electronic Service Agent exit point transmits the information to IBM support though the proxy. 2. 3. the information transmission proceeds as follows: 1. 4. The information is stored in problem management databases and service information databases and made available to the IBM Support Center and service representative to help them assist you in diagnosing problems.Common exit point topology The common exit point topology consists of Electronic Service Agent clients connecting through a proxy to the service and support facilities of IBM. Each Electronic Service Agent client gathers the information for that particular client. Information is protected using existing client firewalls and the IBM firewall.

it uses IPv4.1: Electronic Service Agent . When Electronic Service Agent connects to IBM support.Related tasks “Configuring your service connection” on page 9 Electronic Service Agent can connect to IBM support through direct Internet (direct HTTPS connection). go to the Electronic Services Web site. To access the Electronic Service Agent user guide for HMC. It collects other service information such as software information. 8 AIX Version 6. Electronic Service Agent on a partition does not collect hardware information. Using Electronic Service Agent on a system with an HMC If the system running Electronic Service Agent has an attached Hardware Management Console (HMC). there are things to consider when using Electronic Service Agent. service and support proxy. and reports those errors to IBM. The HMC includes its own version of Electronic Service Agent. or HTTP proxy connection paths. It also collects and reports hardware service information and performance management information to IBM support. Electronic Service Agent on the HMC monitors the system and AIX and Linux partitions for errors.

Related information Electronic Services Web site The Electronic Services Web site provides the ability to view service information reported by Electronic Service Agent, open and manage service requests, receive support messages by platform or individual, and customize the site to your preferences. To use some of the functions found on the Electronic Services Web site, such as viewing service information, you need to supply an IBM ID.

Using Electronic Service Agent in an environment with other operating systems
If the system running Electronic Service Agent is in an environment with other operating systems, there are things to consider when using Electronic Service Agent. Electronic Service Agent is operating system specific. Each operating system needs its own compatible version of Electronic Service Agent. To access the Electronic Service Agent user guides for different operating systems, go to the Electronic Services Web site. Related information Electronic Services Web site The Electronic Services Web site provides the ability to view service information reported by Electronic Service Agent, open and manage service requests, receive support messages by platform or individual, and customize the site to your preferences. To use some of the functions found on the Electronic Services Web site, such as viewing service information, you need to supply an IBM ID.

Activating Electronic Service Agent
Activation of Electronic Service Agent consists of all steps necessary to enable problem detection, reporting, and transmission of service information to IBM support. Activating Electronic Service Agent consists of the following: 1. Configuring the service connection to IBM so that Electronic Service Agent can report problems and send service information. 2. Testing the service connection to IBM. 3. Specifying contact and location information so that IBM support knows the location of the system running Electronic Service Agent and who to contact about a problem sent to IBM support by Electronic Service Agent.

Configuring your service connection
Electronic Service Agent can connect to IBM support through direct Internet (direct HTTPS connection), service and support proxy, or HTTP proxy connection paths. When Electronic Service Agent connects to IBM support, it uses IPv4. Note: If you use the default direct Internet connection, no additional configuration action is needed. Specifying connection paths is done using the System Management Interface Tool (SMIT). These are the connection paths that Electronic Service Agent will use to report problems and send service information to IBM support. Select Help from the SMIT panels if you have questions about the specific panel or the information to enter. To specify connection path information, complete the following steps: 1. Log on to the system as root for AIX or padmin for VIOS. 2. Enter smit for AIX or cfgassist for VIOS at the command prompt. 3. Select Electronic Service Agent > Configure Service Connectivity.
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Note: If you are using AIX, you can go directly to the Electronic Service Agent connectivity panel by entering smit srv_conn at the command prompt. 4. Select from the following: v Create/Change Service Configuration > Create/Change Primary Service Configuration v Create/Change Service Configuration > Create/Change Secondary Service Configuration v Create/Change Service Configuration > Create/Change Tertiary Service Configuration If the primary service connection is not configured, busy, or unavailable, the secondary or tertiary service connection will be used. 5. Select the Connection Type of the service connection you are creating or changing. Note: A proxy connection minimizes the number of systems that are directly connected to the Internet. 6. To complete the configuration of the connection to IBM support, see the following information for the connection type that you selected.

Connecting to IBM support through a direct Internet connection
Connecting Electronic Service Agent to IBM support through a direct HTTPS Internet connection is fast and efficient. This is the default configuration. Each Electronic Service Agent client must have a separate Internet connection. You might not need to update or create new connections, unless changes have already been made to your configuration. To specify or change a direct Internet connection type, complete the following steps: 1. Press Enter to create or change the service configuration. 2. Enter yes in the Test service configuration field to automatically test the connection when Enter is pressed. 3. Go to Configuring Electronic Service Agent to enable it to perform the functions that are important to your service environment. Related tasks “Testing connectivity to IBM” on page 11 When you have completed configuration of your connectivity settings, test for connectivity to IBM.

Connecting to IBM support through a proxy
Connecting Electronic Service Agent through the IBM Service and Support proxy or your HTTP proxy can be fast and easy from your business network, and minimizes the number of systems directly connected to the Internet. If you decide to use the IBM Service and Support proxy, it should be created on an exit point system. See Common exit point topology under Topology for information about using an exit point for Electronic Service Agent. Then go to Creating the IBM Service and Support proxy before specifying the proxy connection type. To specify a proxy connection type, complete the following steps: 1. Enter yes in the Test service configuration field to automatically test the connection after all information is entered and Enter is pressed. 2. In the IP address field, enter the IP address of the proxy server through which this system will attempt to connect. 3. In the Port field, enter the port number on which the proxy server accepts connections. 4. In the Authentication userid ID field, enter the userid to use if the proxy server requires authentication. 5. Enter the password interactively when prompted if the proxy server requires authentication.

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AIX Version 6.1: Electronic Service Agent

6. After the connection information is entered, press Enter to create or change the service configuration and to test the connection path if previously selected. 7. Go to Configuring Electronic Service Agent to enable it to perform the functions that are important to your service environment. Related concepts “Topology” on page 6 Ensure that you consider your topology when planning for Electronic Service Agent. Related tasks “Creating the IBM Service and Support proxy” Create the IBM Service and Support proxy as your connection to IBM support. “Testing connectivity to IBM” When you have completed configuration of your connectivity settings, test for connectivity to IBM.

Creating the IBM Service and Support proxy
Create the IBM Service and Support proxy as your connection to IBM support. Creating the IBM Service and Support proxy is done using the System Management Interface Tool (SMIT). Select Help from the SMIT panels if you have questions about the specific panel or the information to enter. To create the IBM Service and Support proxy, complete the following steps: 1. Log on to the system as root for AIX or padmin for VIOS. 2. Enter smit for AIX or cfgassist for VIOS at the command prompt. 3. Select Electronic Service Agent > Configure Service Connectivity > Manage Service and Support Proxy > Create/change the Service and Support Proxy 4. Enter the information appropriate to your environment and press Enter to create the IBM Service and Support proxy. 5. Enter yes in the Enable field 6. Go back to the Manage Service and Support Proxy panel and select Start the Service and Support Proxy. 7. After starting the IBM Service and Support Proxy, go back to Connecting to IBM support through a proxy and complete the procedure. Related tasks “Connecting to IBM support through a proxy” on page 10 Connecting Electronic Service Agent through the IBM Service and Support proxy or your HTTP proxy can be fast and easy from your business network, and minimizes the number of systems directly connected to the Internet. “Testing connectivity to IBM” When you have completed configuration of your connectivity settings, test for connectivity to IBM.

Testing connectivity to IBM
When you have completed configuration of your connectivity settings, test for connectivity to IBM. IBM Electronic Service Agent communicates with several IBM servers, and all connections with IBM are backed up by redundant sites. So if a primary connect point is unavailable, a connection is attempted to a backup server. You can use the SMIT (for AIX) or cfgassist (for VIOS) interface to test connectivity to IBM. Select Help from the panels if you have questions about the specific panel or the information to enter. To test connectivity to IBM, complete the following steps: 1. Log on to the system as root for AIX or padmin for VIOS.
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rochester.42.224 129. Select Verify Electronic Service Agent Connectivity and press Enter.51 129.26.146.com success SP_Config_4 www-03. 4.com success SP_Config_7 www. Enter smit at the AIX command prompt for AIX or cfgassist for VIOS.ibm.25. Select Electronic Service Agent.60.20 207.42.2. Name of the contact person.42.com success SP_Config_2 www.17 129.com success Gateway_2 eccgw02.com 15 successes 0 failures Connectivity Verification Test Results: succeeded 170.160.42.ibm.ibm.216 204. Name of the person to be contacted if IBM service personnel need access to the system Telephone number of the contact person.ibm. 12 AIX Version 6.216 129.216 129.ibm.com success SP_Config_6 www. For example: Canada.ibm.42.58.56. Format is strictly numeric (10 digits in the US and Canada).com success Problem_Report_1 www-945.42. Performing Connectivity Verification Test success Bulk_Data_1 www6.ibm. The system returns information similar to the following report.com success SP_Config_8 www-03.58.com success Bulk_Data_2 www.ibm.30.ibm.17 443 443 443 443 443 443 443 443 443 443 443 80 80 80 80 Note: Specific IP addresses are subject to change from time to time.225. examine the settings of firewalls and proxy servers to ensure that a connection between IBM Electronic Service Agent and the failing connection is allowed.224 129.81. Country or region of contact person Name of the country or region in which the contact is located.224 129.com success SP_Config_1 www.216 204. The following information can be specified on the Configuring Electronic Service Agent screen for SMIT (for AIX) or cfgassist (for VIOS).30. You can also use the esacli test --connectivity command to perform a connectivity test.ibm.197 129.ibm.15.252.109.ibm.ibm.com success SP_Config_5 www.ibm. For example: myuserid@mycompany.56.146.com success Problem_Report_3 www-945. Specifying contact and location information Specifying Electronic Service Agent contact and location information is the first step in preparing to connect to IBM support. Related reference “esacli test” on page 25 Use the esacli test command to perform a test operation for the Electronic Service Agent instance.boulder.com success SP_Config_3 www. If any connectivity failures are reported by the connectivity test. Telephone number where IBM service personnel can reach the contact person.216 129.216 129. Email address Fully-qualified email address for the contact person.42. v Contact Information (required): Company name Company or organization that owns or uses the system.com success Problem_Report_2 www-945. 3.ecurep.com success Gateway_1 eccgw01.60.42.41 192.42.com.ibm.software.42. There are multiple ways to specify the contact and location information.1: Electronic Service Agent .34.42.

Use one of the following methods to specify the contact information. Select Help from the GUI panels if you have questions about the specific panel or the information to enter. you can go directly to the Electronic Service Agent main panel by entering smit esa_main at the command prompt. used to associate the system with the ID on the ‘My Systems' website. a two-letter code). 2. 4. 3. Note: If you are using AIX. v After Electronic Service Agent is activated.IBM ID (optional) Customer unique identification. v You can specify contact and location information during the activation stage by using the SMIT (for AIX) or cfgassist (for VIOS) interface. Log on to the Electronic Service Agent graphical user interface. Select Help from the panels if you have questions about the specific panel or the information to enter. Country or region where the system is located Name of the country or region in which the system is located. where hostname is the name or IP address of the system running Electronic Service Agent. To specify contact and location information. 4. State or province State or province where the system is located (for the US or Canada. complete the following steps: 1. Enter the contact information and the location information. See Providing IBM IDs for information about how to obtain an ID. Log on to the system as root for AIX or padmin for VIOS. 2. Press Enter. enter https://hostname:5024/esa. complete the following steps: 1. Select Service contact to specify or change the contact information. and office of the system. See User security for information about authorization requirements. 6. Select Configure Electronic Service Agent. The ID is in the form of a fully qualified email address. Select Electronic Service Agent. For example: Canada. floor. you can use the Electronic Service Agent graphical user interface (GUI) to specify contact and location information. Select Settings. 5. Postal code Postal code where the system is located. In the browser address field. City City where the system is located. Street Address Street address where the system is located. v System location Information (required): Telephone number Telephone number for a location close to the system. v Operational setting Port number Port number on which ESA receives connections. Electronic Service Agent 13 . Start a browser so you can use the Electronic Service Agent graphical user interface. 3. The default value is 5024. Enter smit for AIX or cfgassist for VIOS at the command prompt. 5. Building Building. To specify contact and location information. Format is strictly numeric (10 digits in the US and Canada).

and performance management information. 3. problem monitoring and service information collection functions become active. v Service information The service information panel shows you the type of service information that is collected by Electronic Service Agent and sent to IBM support. where hostname is the name or IP address of the system running Electronic Service Agent. Click Help in the upper right corner of the panel to view the help information. 14 AIX Version 6. The Electronic Service Agent status panel allows you to suspend or resume Electronic Service Agent. service and support proxy. 5.1: Electronic Service Agent . Electronic Service Agent graphical interface The Electronic Service Agent graphical user interface is an intuitive way to manage and control Electronic Service Agent. v Problem information The problem information panel allows you to view problems that Electronic Service Agent recorded and to send a test problem to IBM support. Select System location to specify or change the system location information. It also shows information identifying the system or partition on which Electronic Service Agent is running. See User security for information about authorization requirements. enter https://hostname:5024/esa. collecting. or HTTP proxy connection paths. If you receive a popup window warning you about an untrusted site certificate. Start a browser so you can use the Electronic Service Agent graphical user interface. Select one of the following categories: Note: Each Electronic Service Agent panel has help. Related reference “esacli activate” on page 18 Use the esacli activate command to set the configuration settings necessary to activate the Electronic Service Agent instance. v You can also use the esacli activate command to specify contact and location information. software. It uses standard graphical interface controls to access Electronic Service Agent functions. 4. 2. When Electronic Service Agent connects to IBM support. system configuration. accept the certificate or click Yes to proceed to the Electronic Service Agent graphical interface. then reporting to IBM support begins. and reporting services. “Providing IBM IDs” on page 27 An IBM ID is needed to view service information that was sent to IBM support by Electronic Service Agent. Log on to the Electronic Service Agent graphical interface. Electronic Service Agent user interfaces There are different user interfaces that you use to manage and control Electronic Service Agent and its functions. To access and use the Electronic Service Agent graphical user interface. In the browser address field.6. complete the following steps: 1. This information includes hardware. it uses IPv4. After activation of Electronic Service Agent. v Status details The Electronic Service Agent status panel shows the status of the Electronic Service Agent monitoring. If your service connection is configured. Service information can be viewed on the Electronic Services Web Site. Related tasks “Configuring your service connection” on page 9 Electronic Service Agent can connect to IBM support through direct Internet (direct HTTPS connection).

The end of the range is the last resource in the range that Service Agent is to ignore. or to save the configuration for later use on the same system. v Settings – Problem information The problem information panel allows you to set the frequency and number of retry attempts to make if automatic transmission of a service request to IBM support fails. When a range is specified.v Activity log The activity log panel shows Electronic Service Agent activity for a selected time period. and reporting services of Electronic Service Agent. – System information The system information panel allows you to view system. – Operational test The operational test panel allows you to enable and specify the frequency of automatic testing of the connection to IBM. – Trace level The trace level panel allows you to specify the message severity level recorded during Electronic Service Agent activity. It also shows the status of the monitoring. – System location The system location panel allows you to specify information about the physical location of the system being monitored by Electronic Service Agent. – Service contact The service contact panel allows you to specify information about the person that IBM support may contact about a problem reported by Electronic Service Agent. Electronic Service Agent 15 . the start of the range is the first resource in the range that Service Agent is to ignore. – Resource filters The resource filters panel allows you to specify a resource or range of resources to be ignored by the Electronic Service Agent problem reporting function. partition. v SRC filters The SRC filters panel shows system reference codes (SRCs) that are ignored during Electronic Service Agent problem reporting. v Export/Import – Import Importing an Electronic Service Agent configuration allows you to use the same contact and location information and operational settings as used on another system. Adding resources to a filter prevents service calls for the specified resources. – Performance management collection The performance management collection panel allows you to enable and set the time and frequency at which to collect performance management information. and cluster information for the system being monitored by Electronic Service Agent. – Export Exporting an Electronic Service Agent configuration allows you to use the same contact and location information and operational settings on another system. – Notifications The notifications panel allows you to enable sending e-mail notifications and SNMP traps to the locations you specify. collecting. – Service information The service information panel allows you to enable and set the type and frequency of information to collect.

For example. Enter smit at the AIX command prompt for AIX or cfgassist for VIOS. complete the following steps: Log on to the system as root for AIX or padmin for VIOS.6.15 and is not available in earlier versions. Not all subcommands can be used on every system. v Configure Service & Support Connectivity Configure Electronic Service Agent to connect to IBM support through direct Internet (direct HTTPS connection).1. it will stay stopped until the system is rebooted. along with the Electronic Service Agent graphical interface functions. Select Electronic Service Agent. 2. esacli subcommands can only be used following activation of Electronic Service Agent. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. If Electronic Service Agent is stopped. Except where otherwise noted. 4. v Stop Electronic Service Agent Problem monitoring and collecting is stopped when Electronic Service Agent is stopped. service and support proxy. The esacli command was introduced in AIX version 6. since Electronic Service Agent HMC controls problem reporting. 3.1. and the IBMID to enable access to the system information on the IBM Service web site. v Configure Electronic Service Agent The contact information for the person that IBM support might contact about a problem reported by Electronic Service Agent. The cfgassist command provides a menu-driven Virtual I/O Server (VIOS) interface used to manage and control some aspects of Electronic Service Agent. on HMC-controlled systems.15 and 7. Each graphical interface panel has help. SMIT (for AIX) and cfgassist (for VIOS) interfaces System Management Interface Tool (SMIT) is the AIX interface used to manage and control some aspects of Electronic Service Agent. Click Help in the upper right corner of the panel to view the help information.0.1: Electronic Service Agent . The basic command to run is /usr/esa/bin/esacli. v Start Electronic Service Agent Problem monitoring and collecting is stopped when Electronic Service Agent is stopped. The text-based version requires the use of a function key to open the help information. 16 AIX Version 6. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. subcommands related to problem reporting are disabled. location information for the system. If Electronic Service Agent is stopped.v IBM ID The IBM ID panel allows you to authorize users with IBM IDs to view service information that was sent to IBM support by Electronic Service Agent. or HTTP proxy connection paths. v IBM Electronic Support The IBM Electronic Support panel allows you to display and manage service requests to IBM support. along with the Electronic Service Agent graphical interface functions. access and use the interface. To 1. Select one of the following: Electronic Service Agent commands Some Electronic Service Agent operations can be performed from an AIX command-line prompt. it will stay stopped until the system is rebooted.

v 32: An integer value was not in the valid range. v 21: An input file could not be read. Electronic Service Agent 17 . Operands subcommand Specifies the specific subcommand to be performed. v 0: The operation completed successfully. v 27: An invalid IBM ID was specified. v 26: An invalid postal code was specified. v 37: Invalid problem ID specified. Exit status The following table contains the codes returned by this command. v 18: An option was set more than once. v 16: The export operation failed.esacli Use the esacli command to control the locally running Electronic Service Agent instance. v 29: The Electronic Service Agent instance has not been activated. v 31: An integer value was not provided when required. Options subcommand-options Specifies the options specific to the subcommand to be performed. v 100: An internal error occurred. v 10: Unsupported option was specified. v 33: Connectivity test failed. v 38: Problem deletion failed. v 35: Operational test failed v 36: Test problem creation failed. Synopsis esacli subcommand subcommand-options Description The esacli command allows you to control the locally running Electronic Service Agent instance. v 1: The Electronic Service Agent instance is not active. v 34: More than one required option was specified. v 39: Problem update failed. v 5: An unsupported command was specified. v 30: The Electronic Service Agent instance is currently suspended. v 19: An option value was not provided when required. See the specific subcommand documentation for the options specific to the command. v 22: An invalid email address was specified. v 28: Activation failed. v 25: An invalid state or province was specified. v 17: The import operation failed. v 20: An output file could not be created. v 24: An invalid phone number was specified. v 15: An invalid subcommand was specified. v 14: A required option was not provided. v 23: An invalid country was specified.

If the Electronic Service Agent instance was activated previously. Import configuration settings. The default port is 5024. Work with problems. floor.Examples v No command specified This example illustrates running the esacli command without specifying a subcommand to run. The country must be specified as a valid two letter code as defined by ISO-3166. Show activity log entries.country {country} Specifies the name of the country or region for the contact person. Display agent status. esacli activate {-o organization} {-n name} {-e email} {-p phone} {-c country} {-q phone} {-d country} {-a address} {-m city} {-s state} {-z postal_code} {-b building} [-i IBMID] Description The esacli activate command allows you to set the configuration settings necessary to activate the Electronic Service Agent instance. The country must be specified as a valid two letter code as defined by ISO-3166. Synopsis The parameter validation that is performed will match the validation performed by the Electronic Service Agent web interface. -d | --location. Options -a | --location. 18 AIX Version 6. esacli activate Use the esacli activate command to set the configuration settings necessary to activate the Electronic Service Agent instance. Provide command help.country {country} Specifies the name of the region or country where the system is located. and office where the system is located. Export configuration settings. -f | --port {port_number} Specifies the port on which ESA listens for connections.address {address} Specifies the address where the system is located. -b | --location.1: Electronic Service Agent . -e | --contact. then this command will simply update the configuration settings to the values provided.email {email} Specifies the email address for the contact person. Use "esacli help <subcommand>" to obtain the command syntax for a specific subcommand. -c | --contact.building {building} Specifies the building. Perform a test operation. esacli Usage: esacli <subcommand> <subcommand-operands> Subcommands: activate activity export help import problem status test Activate the agent.

state {state} Specifies the name of the state or province where the system is located. v 25: An invalid state or province was specified. A valid phone number if the contact country is set to the United States or Canada must contain at least 10 but not more than 30 digits (any dashes. v 0: The operation completed successfully. or parenthesis will automatically be removed if specified. -o | --organization {organization} Specifies the name of the organization that owns or is responsible for the system. -s | --location. spaces. v 23: An invalid country was specified.postal {postal_code} Specifies the postal code where the system is located.name {name} Specifies the name of the person in the organization responsible for the system. -z | --location. v 24: An invalid phone number was specified. v 28: Activation failed. or parenthesis will automatically be removed if specified).-i | --ibmid {IBMID} Specifies the IBM ID to be associated with the system. v 19: An option value was not provided when required. v 26: An invalid postal code was specified v 27: An invalid IBM ID was specified.phone {phone} Specifies the telephone number where the contact person can be reached. -q | --location.com -p 123456790 -c US -q 0987654321 -d US -a "123 1st St. -m | --location. -n | --contact.city {city} Specifies the name of the city where the system is located. v 10: Unsupported option was specified. Exit status The following table contains the codes returned by this command. esacli activate -o Acme -n "Jon Smith" -e smith@acme. A valid phone number if the location country is set to the United States or Canada must contain at least 10 but not more than 30 digits. A valid phone number must include at least 5 but not more than 30 characters. v 22: An invalid email address was specified. Examples v Successful activation This example illustrates running the esacli activate command successfully. then a valid state or province setting must be a valid 2 character state or province abbreviation. v 18: An option was set more than once. -p | --contact.phone {phone} Specifies the telephone number where the system is located. v 1: The Electronic Service Agent instance is not active. A valid phone number must include at least 5 but not more than 30 characters. v 14: A required option was not provided. Any dashes. v 100: An internal error occurred. spaces. If the location country is set to the United States or Canada. Electronic Service Agent 19 ." -m Chicago -s IL -z 60601 -b Bldg15 esacli activity Use the esacli activity command to display activity log entries for the Electronic Service Agent instance.

v 100: An internal error occurred. Examples v List the last six entries in the activity log This example illustrates running the esacli activity command to list the last six entries in the activity log. 22. v 31: An integer value was not provided when required. v 0: The operation completed successfully. The entire activity log is displayed if this option is not specified. 22. information information information information information sent. 22. collection initiated. v 19: An option value was not provided when required.Synopsis esacli activity [-m count] Description The esacli activity command allows you to display activity log entries for the Electronic Service Agent instance. 2010 2010 2010 2010 2010 2010 5:43:39 8:59:28 8:58:34 8:57:39 8:55:40 8:56:34 PM: PM: PM: PM: PM: PM: Operational test Software service Software service Software service Hardware service Software service successful. Exit status The following table contains the codes returned by this command. 22. v 10: Unsupported option was specified. v 1: The Electronic Service Agent instance is not active.1: Electronic Service Agent . sent. v 18: An option was set more than once. Options -m | --max count Specifies the maximum number of entries from the end of the activity log to be displayed. 22. A positive integer value must be specified. collection initiated. esacli activity -m 6 Activity log entries: Jul Jul Jul Jul Jul Jul 23. sent esacli export Use the esacli export command to export the configuration settings for the Electronic Service Agent instance. 20 AIX Version 6. v 32: An integer value was not in the valid range. Synopsis esacli export {-f file_name} [-r] Description The esacli export command allows you to write the configuration settings for the Electronic Service Agent instance to a file.

Electronic Service Agent 21 . Examples v No command specified This example illustrates running the esacli help command without specifying a subcommand. v 20: An output file could not be created. The file can specify either an absolute path or a path relative to the current working directory. v 100: An internal error occurred. v 14: A required option was not provided. v 10: Unsupported option was specified. Exit status The following table contains the codes returned by this command. v 0: The operation completed successfully. v 19: An option value was not provided when required.file esacli help Use the esacli help command to receive information on using the various esacli functions. The file cannot already exist unless the replace option is specified. Operands subcommand Specifies the specific subcommand for which help is requested. esacli export -f export.Options -f | --file {file_name} Specifies the name of a file to which the configuration settings are to be written. -r | --replace Specifies the file to which the configuration settings are to be written may replace an existing file. v 1: The Electronic Service Agent instance is not active. v 0: The operation completed successfully. v 18: An option was set more than once. v 16: The export operation failed. Synopsis esacli help <subcommand> Description The esacli help command allows you to display the syntax and a brief description of the specified subcommand. Exit status The following table contains the codes returned by this command. Examples v Successful export This example illustrates running the esacli export command.

v 1: The Electronic Service Agent instance is not active. Import configuration settings. Show activity log entries. Usage: esacli activity <options> Options: -m | --max <integer> Maximum number of entries to be displayed. 22 AIX Version 6. esacli import Use the esacli import command to import the configuration settings for the Electronic Service Agent instance. then the Electronic Service Agent instance will be activated as if the esacli activate command had been used. v 10: Unsupported option was specified. v 14: A required option was not provided. The generated file includes comments documenting the various settings which can be changed. Display agent status.1: Electronic Service Agent . v Provide command help This example illustrates running the esacli help command. Export configuration settings. Provide command help. If the configuration settings being imported include values for all of the required options for the esacli activate command.esacli help Usage: esacli <subcommand> <subcommand-operands> Subcommands: activate acitivity export help import problem status test Activate the agent. Perform a test operation. Synopsis esacli import {-f file_name} Description The esacli import command allows you to import the configuration settings for the Electronic Service Agent instance from a file. Use "esacli help <subcommand>" to obtain the command syntax for a specific subcommand. esacli help activity Display the agent activity. Exit status The following table contains the codes returned by this command. Work with problems. v 0: The operation completed successfully. Options -f | --file {file_name} Specifies the name of a file from which the configuration settings are to be read. The file can specify either an absolute path or a path relative to the current working directory. The esacli export command can be used to generate a file with the proper format for the esacli import command.

v v v v v 17: The import operation failed. the list of all open problems is displayed. 21: An input file could not be read. v 19: An option value was not provided when required. v 10: Unsupported option was specified. v 100: An internal error occurred. Options -d | --delete Specifies that the problem is to be deleted. Note: This command cannot be used on a system controlled by a Hardware Management Console (HMC). Synopsis esacli problem [-i id [-d | -u]] Description The esacli problem command allows you to work with problems for the Electronic Service Agent instance. 18: An option was set more than once. Electronic Service Agent 23 . v 18: An option was set more than once. 19: An option value was not provided when required. Exit status The following table contains the codes returned by this command. v 38: Problem deletion failed.file Related tasks “Importing a configuration” on page 33 The import configuration function allows you to import an Electronic Service Agent configuration file so you can use the same contact and location information and operational settings as used on another system. v 1: The Electronic Service Agent instance is not active. then the operation performed is specific to the problem identified by the problem ID. esacli import -f import. -u | --update Specifies that an update of the service request status for the problem should be retrieved. v 37: Invalid problem ID specified. Otherwise. Examples v Successful import This example illustrates running the esacli import command. If a problem ID is provided. 100: An internal error occurred. v 0: The operation completed successfully. v 39: Problem update failed. esacli problem Use the esacli problem command to work with problems for the Electronic Service Agent instance. -i | --id {id} Specifies the problem ID of the problem for which information is to be displayed or deleted.

Examples v List problems This example illustrates running the esacli problem command to list the problem summary. 2 Fri Jul 23 17:45:25 GMT 2010 883722U_KPWB947_20100723-104528. v 100: An internal error occurred. v 0: The operation completed successfully. v 29: The Electronic Service Agent instance has not been activated. esacli problem Problem list: 12a00716cee-654e57eb: 12a0070eba1-2deb88a: Detected Failed v Display problem details This example illustrates running the esacli problem command to display details for a problem.xml. 24 AIX Version 6. Examples v Status after activation This example illustrates running the esacli status command successfully. v 30: The Electronic Service Agent instance is currently suspended. Exit status The following table contains the codes returned by this command.gz Yes Open Yes 2 Fri Jul 23 17:45:27 GMT 2010 ElectronicService. Synopsis esacli status Description The esacli status command allows you to display the status of the Electronic Service Agent instance. esacli problem -i 12a0068d6d9-28094f01 -d Problem with local problem ID 12a0068d6d9-28094f01 deleted successfully.Test v Delete a problem This example illustrates running the esacli problem command to delete a problem.1: Electronic Service Agent . esacli problem -i 12a0068d6d9-28094f01 Problem information: Number: Status: Is test problem: Problem description: Problem severity: Problem occurrence date/time: Extended problem data: Extended problem data available: Service request status: Problem sent: Number of attempts: Last changed: Error code: USE0DSLPSYR Open Yes Test symptom generated by Electronic Service Agent. v 10: Unsupported option was specified. esacli status Use the esacli status command to display the status of the Electronic Service Agent instance. v 1: The Electronic Service Agent instance is not active.

esacli test -c Performing Connectivity Verification Test success Bulk_Data_1 www6. v 100: An internal error occurred.225.15. Examples v Connectivity test This example illustrates running the esacli test command to perform a connectivity test. Exit status The following table contains the codes returned by this command. v 29: The Electronic Service Agent instance has not been activated.ibm. v 35: Operational test failed.41 192.0.ecurep. System properties: Name: Type: Model: Serial Number: Manufacturer: Partition ID: Operating system: Entity ID: Product version: spartacus 8837 22U KPWB947 IBM 1 win32 EPS/BOUB02577596 6. v 0: The operation completed successfully.gwsa101214 esacli test Use the esacli test command to perform a test operation for the Electronic Service Agent instance. -o | --operational Specifies that an operational test is to be performed.esacli status The system is being monitored. v 36: Test problem creation failed.ibm. v 14: A required option was not provided. -p | --problem Specifies that creation of a test problem is to be performed. v 10: Unsupported option was specified. v 34: More than one required option was specified. v 33: Connectivity test failed.81.software.com success Bulk_Data_2 www. v 1: The Electronic Service Agent instance is not active.2.109. Options -c | --connectivity Specifies that a connectivity test is to be performed. v 30: The Electronic Service Agent instance is currently suspended.0 stdx62. Synopsis esacli test {-c | -o | -p} Description The esacli test command allows you to perform a test operation for the Electronic Service Agent instance.com 170.20 443 443 Electronic Service Agent 25 .

252.ibm.58.ibm.com www-03.224 129.com www.com/support/electronic/portal The Electronic Services Web site provides the ability to view service information reported by Electronic Service Agent. see the following: Accessing the Electronic Services web site https://www.216 129.216 204.42.25.216 129.42.com www-945.60.rochester.boulder. you can fine tune how Electronic Service Agent monitors and collects problem information.com www.56.ibm. v Create test problem This example illustrates running the esacli test command to create a test problem.42.ibm.ibm.17 443 443 443 443 443 443 443 443 443 80 80 80 80 v Operational test This example illustrates running the esacli test command to perform an operational test.224 129.146. esacli test -o The operational test has been completed successfully. you need to supply an IBM ID. 26 AIX Version 6.216 129.197 129.42.224 129.42.com Results: succeeded 207.ibm.51 129. esacli test -p Test problem created successfully with problem ID 12ce558daaf-3d3ed62a.17 129.com www-03. Performing Electronic Service Agent tasks Performing Electronic Service Agent tasks allows you to configure and manage Electronic Service Agent.com www-945.42.26.ibm.com eccgw02.ibm.30.42.34.1: Electronic Service Agent .56.146.30.ibm. Note: To use some of the functions found on the Electronic Services Web site. receive support messages by platform or individual. open and manage service requests. Note: This command cannot be used on a system controlled by a Hardware Management Console (HMC).ibm.com www.42.42.60.com www.42.com www. such as viewing service information.216 204. For instructions on performing Electronic Service Agent tasks.com www.ibm.216 129.com www-945. and sends service information to IBM. Through these tasks.ibm.ibm.success Gateway_1 success Gateway_2 success Problem_Report_1 success Problem_Report_2 success Problem_Report_3 success SP_Config_1 success SP_Config_2 success SP_Config_3 success SP_Config_4 success SP_Config_5 success SP_Config_6 success SP_Config_7 success SP_Config_8 15 successes 0 failures Connectivity Verification Test eccgw01.42.160. use the Premium Search function.ibm. and customize the site to your preferences.58.

5. 4. v You can authorize users to view service information by using the Electronic Service Agent graphical user interface (GUI). See User security for information about authorization requirements. Enter smit for AIX or cfgassist for VIOS at the command prompt. Service information can be viewed on the Electronic Services Web Site. Log on to the Electronic Service Agent graphical user interface.Related tasks “Providing IBM IDs” An IBM ID is needed to view service information that was sent to IBM support by Electronic Service Agent. Service information can be viewed on the Electronic Services Web Site. complete the following steps: 1. 7. 3. The administrator has the only IBM ID that has the authority to manage IBM IDs using the IBM Electronic Services Web site functions. Note: If you are using AIX. Select Configure Electronic Service Agent. and customize the site to your preferences. To register for a new IBM ID. open and manage service requests. receive support messages by platform or individual. 5. Important: The first IBM ID that is sent to IBM from Electronic Service Agent becomes the administrator. To use some of the functions found on the Electronic Services Web site. Select IBM ID. enter https://hostname:5024/esa. Select Electronic Service Agent. Select Help from the GUI panels if you have questions about the specific panel or the information to enter. Enter the IBM ID of the authorized user in the IBM ID to add field. go to My IBM profile website and click Register. such as viewing service information. 6. Click Send authorization. 4. 2. Select Help from the panels if you have questions about the specific panel or the information to enter. Electronic Service Agent 27 . Enter the IBM ID of the authorized user. you need to supply an IBM ID. For security and privacy reasons. Start a browser so you can use the Electronic Service Agent graphical user interface. In the browser address field. 6. Only the specified IDs are able to view the service information for that system. it is necessary that an IBM ID be associated with a specific system. Providing IBM IDs An IBM ID is needed to view service information that was sent to IBM support by Electronic Service Agent. where hostname is the name or IP address of the system running Electronic Service Agent. complete the following steps: 1. Use one of the following methods to authorize users to view service information. v You can authorize users to view service information by using the SMIT (for AIX) or cfgassist (for VIOS) interface. Click Add to add the ID to the IBM IDs to send list. you can go directly to the Electronic Service Agent main panel by entering smit esa_main at the command prompt. Press Enter. Related information Electronic Services Web site The Electronic Services Web site provides the ability to view service information reported by Electronic Service Agent. 2. Log on to the system as root for AIX or padmin for VIOS. 3. To authorize users to view service information. To authorize users to view service information.

and customize the site to your preferences. 2.1: Electronic Service Agent . If data is unchanged from the data collected in the previous collection. go to the IBM Electronic Services Web site and click Services administration. you need to supply an IBM ID. 5. receive support messages by platform or individual. which includes associating new IBM IDs with a system or removing existing IBM IDs. Collecting and sending service information Electronic Service Agent collects and sends service information to IBM. On the Service information panel. See User security for information about authorization requirements. when they were last collected. Select Service information. To use some of the functions found on the Electronic Services Web site. such as viewing service information. 28 AIX Version 6. where hostname is the name or IP address of the system running Electronic Service Agent. 6. 7.To manage your IBM IDs. open and manage service requests. Log on to the Electronic Service Agent graphical interface. and when they will be collected next. complete the following steps: 1. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. Manually collecting and sending service information to IBM support is done using the Electronic Service Agent graphical interface. and performance management information about the system being monitored by Electronic Service Agent. The Activity Log panel displays when the data was sent to IBM. The selected types of information are gathered. On this panel. enter https://hostname:5024/esa. You configure operational settings using the Electronic Service Agent graphical interface. Related information Electronic Services Web site The Electronic Services Web site provides the ability to view service information reported by Electronic Service Agent. Click Go. Select Help from the graphical interface panels if you have questions about the specific panel or the information to enter. Start a browser so you can use the Electronic Service Agent graphical user interface. To manually collect and send service information to IBM support. system configuration. no data is submitted to IBM. In the browser address field. 3. Select Collect information. Configuring operational settings You can configure operational settings for Electronic Service Agent to perform the functions important to your service environment. Service information consists of hardware. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. software. 4. select the service information categories that you want to collect. Select Help from the graphical interface panels if you have questions about the specific panel or the information to enter. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. you can see what types of service information are collected.

complete the following steps: Log on to the system as root for AIX or padmin for VIOS. 4. Note: A proxy connection minimizes the number of systems that are directly connected to the Internet. service and support proxy. complete the following steps: 1. Electronic Service Agent 29 . no additional configuration action is needed. where hostname is the name or IP address of the system running Electronic Service Agent. “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. Select Help from the SMIT panels if you have questions about the specific panel or the information to enter. To complete the configuration of the connection to IBM support. 3. Enter smit for AIX or cfgassist for VIOS at the command prompt. Select the settings category for the settings that you want to configure or change. enter https://hostname:5024/esa. 3. See Using the Electronic Service Agent graphical interface for information about the Electronic Service Agent settings that you can change. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. In the browser address field. Select the Connection Type of the service connection you are creating or changing. It uses standard graphical interface controls to access Electronic Service Agent functions. Select from the following: v Create/Change Service Configuration > Create/Change Primary Service Configuration v Create/Change Service Configuration > Create/Change Secondary Service Configuration v Create/Change Service Configuration > Create/Change Tertiary Service Configuration If the primary service connection is not configured. specify connection path information. it uses IPv4. 2. or HTTP proxy connection paths. These are the connection paths that Electronic Service Agent will use to report problems and send service information to IBM support. 6. busy. you can go directly to the Electronic Service Agent connectivity panel by entering smit srv_conn at the command prompt. Note: If you are using AIX. the secondary or tertiary service connection will be used. 4. Related concepts “Electronic Service Agent graphical interface” on page 14 The Electronic Service Agent graphical user interface is an intuitive way to manage and control Electronic Service Agent. Select Electronic Service Agent > Configure Service Connectivity. Start a browser so that you can use the Electronic Service Agent graphical user interface. To 1. When Electronic Service Agent connects to IBM support. Note: If you use the default direct Internet connection. Click Help for detailed information about each panel.To configure operational settings. 2. or unavailable. Configuring your service connection Electronic Service Agent can connect to IBM support through direct Internet (direct HTTPS connection). 5. see the following information for the connection type that you selected. Specifying connection paths is done using the System Management Interface Tool (SMIT). Select Settings.

3. You might not need to update or create new connections. Press Enter to create or change the service configuration. Each Electronic Service Agent client must have a separate Internet connection. 3. Go to Configuring Electronic Service Agent to enable it to perform the functions that are important to your service environment. In the Authentication userid ID field. Enter yes in the Test service configuration field to automatically test the connection after all information is entered and Enter is pressed. 30 AIX Version 6. Enter the password interactively when prompted if the proxy server requires authentication. Related tasks “Testing connectivity to IBM” on page 11 When you have completed configuration of your connectivity settings. Then go to Creating the IBM Service and Support proxy before specifying the proxy connection type. 2. If you decide to use the IBM Service and Support proxy. Connecting to IBM support through a proxy Connecting Electronic Service Agent through the IBM Service and Support proxy or your HTTP proxy can be fast and easy from your business network. 2. To specify a proxy connection type. To specify or change a direct Internet connection type. press Enter to create or change the service configuration and to test the connection path if previously selected. This is the default configuration.Connecting to IBM support through a direct Internet connection Connecting Electronic Service Agent to IBM support through a direct HTTPS Internet connection is fast and efficient. enter the userid to use if the proxy server requires authentication. unless changes have already been made to your configuration. 4. it should be created on an exit point system. 5. After the connection information is entered. complete the following steps: 1. In the IP address field.1: Electronic Service Agent . complete the following steps: 1. and minimizes the number of systems directly connected to the Internet. In the Port field. Enter yes in the Test service configuration field to automatically test the connection when Enter is pressed. 7. enter the IP address of the proxy server through which this system will attempt to connect. 6. See Common exit point topology under Topology for information about using an exit point for Electronic Service Agent. enter the port number on which the proxy server accepts connections. test for connectivity to IBM. Go to Configuring Electronic Service Agent to enable it to perform the functions that are important to your service environment.

See User security for information about authorization requirements. Start a browser so you can use the Electronic Service Agent graphical user interface. Log on to the Electronic Service Agent graphical user interface. where hostname is the name or IP address of the system running Electronic Service Agent. Displaying the activity log Displaying the activity log allows you to see all Electronic Service Agent activity for a designated time period. Select Activity log. 3. In the browser address field. In the browser address field. Related tasks “Creating the IBM Service and Support proxy” on page 11 Create the IBM Service and Support proxy as your connection to IBM support. You can use the Electronic Service Agent graphical user interface to view problems. Select Help from the graphical user interface panels if you have questions about the specific panel or the information to enter. delete problems. complete the following steps: 1. enter https://hostname:5024/esa. 4. Log on to the Electronic Service Agent graphical user interface. You can use the Electronic Service Agent graphical user interface to display the activity log.Related concepts “Topology” on page 6 Ensure that you consider your topology when planning for Electronic Service Agent. test for connectivity to IBM. 2. Select Help from the graphical user interface panels if you have questions about the specific panel or the information to enter. enter https://hostname:5024/esa. Select a problem in the list to take one of the following actions: Electronic Service Agent 31 . 3. Note: This function is not available for HMC-controlled systems. 2. and update the service request status. 4. Start a browser so you can use the Electronic Service Agent graphical user interface. where hostname is the name or IP address of the system running Electronic Service Agent. Select Problem information. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. “Testing connectivity to IBM” on page 11 When you have completed configuration of your connectivity settings. Displaying problem information You can view active problems (service requests) for systems monitored by Electronic Service Agent. Related reference “esacli activity” on page 19 Use the esacli activity command to display activity log entries for the Electronic Service Agent instance. 5. See “User security” on page 5 for information about authorization requirements. To view problems. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. To display the activity log. complete the following steps: 1. You can also use the esacli activity command to display the activity log.

In the browser address field. there are things to consider when using Electronic Service Agent. The Service Information panel is displayed. Related reference “esacli problem” on page 23 Use the esacli problem command to work with problems for the Electronic Service Agent instance. report the problem. “Using Electronic Service Agent on a system with an HMC” on page 8 If the system running Electronic Service Agent has an attached Hardware Management Console (HMC). Select Help from the graphical interface panels if you have questions about the specific panel or the information to enter. Displaying service information collection activity Displaying service information collection activity allows you to view information about the collection of service information. Click Service information. To export a configuration. where hostname is the name or IP address of the system running Electronic Service Agent.v Update the service request status v Delete the problem v View the problem Click Go. there is a specific sequence of events that occur to record the problem. When Electronic Service Agent detects a problem. Exporting a configuration The export configuration function allows you to export Electronic Service Agent configuration information to a file so you can use the same contact and location information and operational settings on another system. 2. Related concepts “Problem processing overview” on page 2 Problem processing is an important capability of Electronic Service Agent. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. 4. Log on to the Electronic Service Agent graphical user interface. To display service information collection activity. Start a browser so you can use the Electronic Service Agent graphical user interface. You can use the Electronic Service Agent graphical user interface to export a configuration. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface.1: Electronic Service Agent . Select Help from the graphical user interface panels if you have questions about the specific panel or the information to enter. You can also use the esacli problem command to view problems. See User security for information about authorization requirements. complete the following steps: 32 AIX Version 6. resolve the problem. enter https://hostname:5024/esa. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. Displaying service information collection activity is done using the Electronic Service Agent graphical interface. complete the following steps: 1. “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. and close the problem. 3.

2. 4. 5. Select Import. Enter the name of the configuration file you want to import. Log on to the Electronic Service Agent graphical user interface. Select Help from the graphical user interface panels if you have questions about the specific panel or the information to enter. See Exporting a configuration for steps about creating a configuration file. The esacli export command only creates a configuration file. To import a configuration. Click Import to import the configuration information. Electronic Service Agent 33 . Importing a configuration The import configuration function allows you to import an Electronic Service Agent configuration file so you can use the same contact and location information and operational settings as used on another system. Note: The export function of the Electronic Service Agent graphical user interface creates a configuration file and provides a means to download the file. 2. Click Export settings to export the configuration information to a file. In the browser address field. Related reference “esacli export” on page 20 Use the esacli export command to export the configuration settings for the Electronic Service Agent instance. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges.1. 6. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. You can also use the esacli export command to export a configuration. enter https://hostname:5024/esa. 4. 7. Start a browser so you can use the Electronic Service Agent graphical user interface. complete the following steps: 1. Start a browser so you can use the Electronic Service Agent graphical user interface. You can use the Electronic Service Agent graphical user interface to import a configuration. where hostname is the name or IP address of the system running Electronic Service Agent. 3. See User security for information about authorization requirements. Select Export. 5. Log on to the Electronic Service Agent graphical user interface. You can also use the esacli import command to import a configuration. enter https://hostname:5024/esa. In the browser address field. Select Import local file or Import remote file. See User security for information about authorization requirements. where hostname is the name or IP address of the system running Electronic Service Agent. 3.

34 AIX Version 6. Related reference “esacli test” on page 25 Use the esacli test command to perform a test operation for the Electronic Service Agent instance. To check your connection and the transmission of service information to IBM support. You can also use the esacli test command to check your connection and transmission of service information. You can also view the results of the test in the activity log. Select Service information. The results of the test are displayed. Start a browser so you can use the Electronic Service Agent graphical user interface. 5. where hostname is the name or IP address of the system running Electronic Service Agent. In the browser address field. Running an operational test Check to see if your connection and the transmission of service information to IBM support is working correctly. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. Sending a test problem Send a test problem to IBM support to see if the problem reporting function is working correctly. Related tasks “Displaying the activity log” on page 31 Displaying the activity log allows you to see all Electronic Service Agent activity for a designated time period. Related tasks “Exporting a configuration” on page 32 The export configuration function allows you to export Electronic Service Agent configuration information to a file so you can use the same contact and location information and operational settings on another system. enter https://hostname:5024/esa. 2. complete the following steps: 1.Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. Select Help from the graphical user interface panels if you have questions about the specific panel or the information to enter. Checking your connection and the transmission of service information to IBM support is done using the Electronic Service Agent graphical user interface. Log on to the Electronic Service Agent graphical user interface. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. 3. 4.1: Electronic Service Agent . See User security for information about authorization requirements. Click Run operational test. Related reference “esacli import” on page 22 Use the esacli import command to import the configuration settings for the Electronic Service Agent instance. See Displaying the activity log.

Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. Click Send test problem. Setting the trace level Trace level determines the message severity recorded during Electronic Service Agent activity. Click Refresh list of problems to see if the test problem shows up in the problem summary list. Start a browser so you can use the Electronic Service Agent graphical user interface. Note: You cannot send a test problem on a system controlled by a Hardware Management Console (HMC). complete the following steps: 1. Setting the trace level is done using the Electronic Service Agent graphical user interface. 4. In the browser address field. complete the following steps: 1. enter https://hostname:5024/esa. Log on to the Electronic Service Agent graphical interface. To send a test problem to IBM.Sending a test problem to IBM support is done using the Electronic Service Agent graphical interface. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. enter https://hostname:5024/esa. To set the trace level. The least detailed amount of data is logged with the setting Severe. Select Help from the graphical user interface panels if you have questions about the specific panel or the information to enter. 3. 3. where hostname is the name or IP address of the system running Electronic Service Agent. In the browser address field. and the most detailed amount of data is logged with setting Trace. You can also use the esacli test command to check your connection and transmission of service information. See User security for information about authorization requirements. 5. Select Help from the graphical interface panels if you have questions about the specific panel or the information to enter. 5. 4. 6. Start a browser so you can use the Electronic Service Agent graphical interface. See User security for information about authorization requirements. Log on to the Electronic Service Agent graphical user interface. Select Problem information. where hostname is the name or IP address of the system running Electronic Service Agent. Select Settings. 2. Select Trace level. Electronic Service Agent 35 . 2. Select the trace level for the message severity you want recorded during Electronic Service Agent activity. 6. Related reference “esacli test” on page 25 Use the esacli test command to perform a test operation for the Electronic Service Agent instance.

v Operational setting Port number Port number on which ESA receives connections. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. Format is strictly numeric (10 digits in the US and Canada). The ID is in the form of a fully qualified email address. The default value is 5024. floor. City City where the system is located. Name of the person to be contacted if IBM service personnel need access to the system Telephone number of the contact person. Country or region of contact person Name of the country or region in which the contact is located. 36 AIX Version 6. and office of the system. Street Address Street address where the system is located. For example: Canada. State or province State or province where the system is located (for the US or Canada. There are multiple ways to specify the contact and location information. See Providing IBM IDs for information about how to obtain an ID. IBM ID (optional) Customer unique identification. Postal code Postal code where the system is located. Specifying contact and location information Specifying Electronic Service Agent contact and location information is the first step in preparing to connect to IBM support. For example: Canada.com. The following information can be specified on the Configuring Electronic Service Agent screen for SMIT (for AIX) or cfgassist (for VIOS). Email address Fully-qualified email address for the contact person. Building Building. Format is strictly numeric (10 digits in the US and Canada). v System location Information (required): Telephone number Telephone number for a location close to the system. v Contact Information (required): Company name Company or organization that owns or uses the system. a two-letter code).Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. Name of the contact person.1: Electronic Service Agent . Telephone number where IBM service personnel can reach the contact person. For example: myuserid@mycompany. used to associate the system with the ID on the ‘My Systems' website. Country or region where the system is located Name of the country or region in which the system is located.

3. Select Help from the GUI panels if you have questions about the specific panel or the information to enter. it uses IPv4. Problem monitoring and collecting. problem monitoring and service information collection functions become active. Select Help from the panels if you have questions about the specific panel or the information to enter. 5. complete the following steps: 1. 2. service and support proxy. 6. and sending service information is stopped when Electronic Service Agent is stopped. complete the following steps: 1. Electronic Service Agent must be started again to activate these functions. Note: If you are using AIX. When Electronic Service Agent connects to IBM support. v After Electronic Service Agent is activated. Select Electronic Service Agent. Related reference “esacli activate” on page 18 Use the esacli activate command to set the configuration settings necessary to activate the Electronic Service Agent instance. If your service connection is configured. you can go directly to the Electronic Service Agent main panel by entering smit esa_main at the command prompt. After activation of Electronic Service Agent. Press Enter. then reporting to IBM support begins. 3. there might be times when you need to stop or start Electronic Service Agent. Select System location to specify or change the system location information. In the browser address field. Enter smit for AIX or cfgassist for VIOS at the command prompt. To specify contact and location information. If Electronic Service Agent is stopped it will stay Electronic Service Agent 37 . enter https://hostname:5024/esa. 6. along with the Electronic Service Agent graphical interface functions. v You can specify contact and location information during the activation stage by using the SMIT (for AIX) or cfgassist (for VIOS) interface. 4. Related tasks “Configuring your service connection” on page 9 Electronic Service Agent can connect to IBM support through direct Internet (direct HTTPS connection). However. where hostname is the name or IP address of the system running Electronic Service Agent. 4. or HTTP proxy connection paths. Service information can be viewed on the Electronic Services Web Site. “Providing IBM IDs” on page 27 An IBM ID is needed to view service information that was sent to IBM support by Electronic Service Agent.Use one of the following methods to specify the contact information. Log on to the Electronic Service Agent graphical user interface. you can use the Electronic Service Agent graphical user interface (GUI) to specify contact and location information. 2. Start a browser so you can use the Electronic Service Agent graphical user interface. Select Configure Electronic Service Agent. 5. Enter the contact information and the location information. Select Settings. Select Service contact to specify or change the contact information. To specify contact and location information. See User security for information about authorization requirements. Log on to the system as root for AIX or padmin for VIOS. Stopping and starting Electronic Service Agent Electronic Service Agent is automatically started when the activation process is complete. v You can also use the esacli activate command to specify contact and location information.

Testing connectivity to IBM When you have completed configuration of your connectivity settings. 2. To 1. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. Stopping and starting Electronic Service Agent is done using SMIT (System Management Interface Tool). only the Suspend option is available. where hostname is the name or IP address of the system running Electronic Service Agent. Click Status. Related tasks “Suspending and resuming Electronic Service Agent” Electronic Service Agent is automatically started when the activation process is complete. Select Electronic Service Agent. However. In the browser address field. 4. there might be times when you need to suspend or resume Electronic Service Agent. complete the following steps: 1. See User security for information about authorization requirements. To suspend or resume Electronic Service Agent. you should suspend Electronic Service Agent rather than stopping it. Log on to the Electronic Service Agent graphical interface. 3. there might be times when you need to stop or start Electronic Service Agent. Related tasks “Stopping and starting Electronic Service Agent” on page 37 Electronic Service Agent is automatically started when the activation process is complete. enter https://hostname:5024/esa. However. 4. Enter smit for AIX or cfgassist for VIOS at the command prompt. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. Select Help from the SMIT panels if you have questions about the specific panel or the information to enter. test for connectivity to IBM. Select Suspend or Resume. Note: If Electronic Service Agent is suspended. Suspending and resuming Electronic Service Agent Electronic Service Agent is automatically started when the activation process is complete. However. 2.stopped after rebooting the system. However. there might be times when you need to suspend or resume Electronic Service Agent. 3. 5. If you want to stop problem monitoring and collecting and sending service information but continue to use the other Electronic Service Agent graphical interface functions. Problem monitoring and collecting and sending service information is stopped when Electronic Service Agent is suspended. Start a browser so you can use the Electronic Service Agent graphical user interface. only the Resume option is available. If Electronic Service Agent is running. Select Stop Electronic Service Agent or Start Electronic Service Agent. 38 AIX Version 6.1: Electronic Service Agent . the other Electronic Service Agent graphical interface functions continue to operate. stop or start Electronic Service Agent. complete the following steps: Log on to the system as root or sign on using a root-authorized ID.

com success SP_Config_3 www. In the browser address field.boulder.com success SP_Config_5 www.42. Log on to the Electronic Service Agent graphical user interface. and all connections with IBM are backed up by redundant sites.ibm. Select Electronic Service Agent.42.ibm. You can also use the esacli test --connectivity command to perform a connectivity test.ibm. complete the following steps: 1.com success Gateway_2 eccgw02. To test connectivity to IBM.160.216 129.com success SP_Config_6 www. See User security for information about authorization requirements. 3.216 129.com success SP_Config_2 www. If any connectivity failures are reported by the connectivity test. where hostname is the name or IP address of the system running Electronic Service Agent. Select Verify Electronic Service Agent Connectivity and press Enter. To update notifications.58. 4.225.ibm.com success Gateway_1 eccgw01.146.216 129.IBM Electronic Service Agent communicates with several IBM servers.ibm. Performing Connectivity Verification Test success Bulk_Data_1 www6.26.com success SP_Config_8 www-03.224 129.ibm. Updating notifications is done using the Electronic Service Agent graphical user interface.224 129.ibm. Enter smit at the AIX command prompt for AIX or cfgassist for VIOS.com success Problem_Report_1 www-945.216 204.197 129.ibm.com success Bulk_Data_2 www. complete the following steps: 1.60.15. 2. You can use the SMIT (for AIX) or cfgassist (for VIOS) interface to test connectivity to IBM.ibm.30.42.42.rochester.42.56.216 204. Select Help from the panels if you have questions about the specific panel or the information to enter. Select Help from the graphical user interface panels if you have questions about the specific panel or the information to enter.81.42.com success SP_Config_1 www.41 192. 3.ibm.30.com success Problem_Report_3 www-945.ibm.25.42.ibm.17 443 443 443 443 443 443 443 443 443 443 443 80 80 80 80 Note: Specific IP addresses are subject to change from time to time.146. Start a browser so you can use the Electronic Service Agent graphical user interface.ibm.109. Updating notifications Notifications allows you to send e-mail notifications and SNMP traps about Electronic Service Agent activity to the locations you specify.252. 2. So if a primary connect point is unavailable. Electronic Service Agent 39 .ibm. a connection is attempted to a backup server.58.17 129.42.com success SP_Config_4 www-03.software.com success SP_Config_7 www.56.com 15 successes 0 failures Connectivity Verification Test Results: succeeded 170. Select Settings.ibm. The system returns information similar to the following report.216 129.224 129.34. enter https://hostname:5024/esa.60.42.51 129.20 207.42.com success Problem_Report_2 www-945.ecurep. 4. Log on to the system as root for AIX or padmin for VIOS. examine the settings of firewalls and proxy servers to ensure that a connection between IBM Electronic Service Agent and the failing connection is allowed.42.

See Setting the trace level for more information. 2. This includes managing the Electronic Service Agent daemon and system connectivity. when it was last collected. 6. The tasks of collecting service information and sending service information take time to run. If a problem occurs when the system attempts to electronically send a problem or service information to IBM support. Users in the AIX system group that can remotely log into the system can use their user IDs and passwords to log on to the Electronic Service Agent graphical interface. 1. If the Send test notification button is clicked before the Apply button is clicked. If service information is currently being collected or transmitted. you may want to change it to Warning or Information to gather more information about the problem. Normal system problem determination is recommended for this type of problem. Troubleshooting Electronic Service Agent Follow these general troubleshooting guidelines when monitoring Electronic Service Agent. Start the connection profile b. See Displaying the activity log. Connect to IBM support c. Electronic Service Agent is dependent on functions of the operating system to be working correctly. refer to Displaying service information collection activity. Send the service information To verify that the information was sent to IBM support. a task is started to do the following steps: a. as well as a description of the problem. Set the Electronic Service Agent trace level Adjusting the trace level using the Electronic Service Agent graphical interface allows you to set the message severity recorded during Electronic Service Agent activity. Related concepts “User security” on page 5 User and file security is provided by AIX user authorizations and privileges. After the collection is complete. If the trace level is set to Severe or Error. Verifying that service information was sent to IBM support Service information collection activity shows the type of service information collected.5. there are many possible reasons why the transmission may not have been successful. processing load. Working with IBM support to analyze the messages may help you diagnose problems. Here is a summary of the collection and transmission process. Select Notifications and enter the information for the e-mail notifications and SNMP traps you want to send. and when it was last sent. Click Apply. the previous settings are used. 40 AIX Version 6. The time needed to collect and send information is influenced by the size of the system. View the activity log to see if there are problems recorded The activity log shows the date and time a problem occurred. A collection task collects new service information. and the speed of the connection. the last collected and last sent activity will not show until the tasks are completed.1: Electronic Service Agent .

3. To uninstall Electronic Service Agent. 4. you should attempt to export the configuration so that the customer contact and system location information can be restored. Log on to the system as root for AIX . Reconnect to the Electronic Service Agent graphical user interface. Enter smit at the AIX command prompt for AIX or cfgassist for VIOS. Related tasks “Displaying the activity log” on page 31 Displaying the activity log allows you to see all Electronic Service Agent activity for a designated time period. If you plan to install Electronic Service Agent again later and want to use the same configuration information. Information associated with the previous entity ID and system will cease to be updated. see the following information: Electronic Service Agent 41 . Select Electronic Service Agent. you should export the configuration information for later use. a new entity ID is associated with the system. Log on to the system as root for AIX or padmin for VIOS. consider if you want to use the same configuration information about another system or later on this system. Electronic Service Agent can be uninstalled from your system using an AIX command.Problems opening the Electronic Service Agent graphical user interface If you cannot access the Electronic Service Agent graphical user interface. Enter smit at the AIX command prompt. Select Unconfigure Electronic Service Agent. Unconfiguration discards configuration data on the local system. When Electronic Service Agent is activated following unconfiguration. Attention: Unconfiguration is a destructive operation that returns IBM Electronic Service Agent to an unconfigured state. Reference information This section includes additional reference materials related to Electronic Service Agent. Uninstalling removes the Electronic Service Agent code and configuration information. perform the following steps: 1. complete the following steps: 1. Uninstalling Electronic Service Agent When you uninstall Electronic Service Agent. 2. and operational settings. The configuration information contains contact and location information. To unconfigure Electronic Service Agent. 3. “Displaying service information collection activity” on page 32 Displaying service information collection activity allows you to view information about the collection of service information. 2. To access the system's data. If possible. Unconfiguring Electronic Service Agent You should not unconfigure IBM Electronic Service Agent unless directed to do so by a customer service representative. Select Electronic Service Agent > Start Electronic Service Agent. “Setting the trace level” on page 35 Trace level determines the message severity recorded during Electronic Service Agent activity. you must again associate an IBM ID with the system. 4. or use the same configuration information about another system.

Check if information is returned from running the command. v If any information is returned. Use your normal installation process to install Electronic Service Agent. then Electronic Service Agent is not installed.esagent. as part of the AIX installation media. Uninstalling Electronic Service Agent without saving configuration information If you uninstall Electronic Service Agent without saving configuration information. To see if Electronic Service Agent is already installed on this system. complete the following steps: 1. For information about how to export the configuration information. To save the configuration information and uninstall Electronic Service Agent. The Electronic Service Agent file set is bos. Electronic Service Agent detects any previous releases of Electronic Service Agent installed on the system. 4. Export the configuration information from Electronic Service Agent and save the file. 2. To uninstall Electronic Service Agent without saving the configuration information. Perform the following steps to install Electronic Service Agent on an AIX 5. 1. 42 AIX Version 6.1: Electronic Service Agent .esagent. If you don't save the configuration information.esagent.Uninstalling Electronic Service Agent and saving configuration information Uninstalling Electronic Service Agent and saving configuration information allows you to reuse the configuration for the next installation or another system. Related tasks “Exporting a configuration” on page 32 The export configuration function allows you to export Electronic Service Agent configuration information to a file so you can use the same contact and location information and operational settings on another system. 3. Go to the directory that contains the Electronic Service Agent installation file. and operational settings. you will not be able to reuse the configuration for the next installation. complete the following step: Use your normal procedure for uninstalling software to uninstall Electronic Service Agent. v If no information is returned. fileset bos. Installing Electronic Service Agent To install Electronic Service Agent you need to install the code on your system and prepare to activate Electronic Service Agent. Related tasks “Uninstalling Electronic Service Agent and saving configuration information” Uninstalling Electronic Service Agent and saving configuration information allows you to reuse the configuration for the next installation or another system. AIX has the Electronic Service Agent code in the base operating system. fileset bos. see Exporting a configuration. enter the following on an AIX command line: lslpp -lcq | grep -i esagent 2. You are required to uninstall previous releases of Electronic Service Agent before you can activate the new one. then Electronic Service Agent is installed. Use your normal procedure for uninstalling software to uninstall Electronic Service Agent.3 TL6 or later system. you'll need to reconfigure Electronic Service Agent if you reinstall it on this system. The configuration information contains contact and location information.

reporting. To create a link. PPP is only required if a modem is going to be used for reporting information to IBM support. perform the following steps: a) Cancel out of Change/Show a Link Configuration. do the following: 1) Type smit 2) Select Communications Applications and Services > PPP > Link Control Configuration > Change/Show a Link Configuration. a.5. it means there is no link configured. Related concepts “Activating Electronic Service Agent” on page 9 Activation of Electronic Service Agent consists of all steps necessary to enable problem detection. Check the TTY configuration to associate the physical port to the proper TTY. 2.txt Modem communication steps 1. Make sure to verify the physical connections. 4. and transmission of service information to IBM support. Use the automatic default options if a TTY device needs to be added. However. 3. An asynchronous modem with a minimum communications speed of 19200 baud is required. Modem init strings can be found in the following directory: /var/ecc/dial/modems. determine if it is installed by entering the following command: lslpp -l bos. Go to Activating Electronic Service Agent to enable it to report problems and transmit service information to IBM support.net. Ensure that the system running Electronic Service Agent has Point-to-Point Protocol (PPP) installed and configured on it. The modem and phone must be connected and operational. a higher baud rate is recommended.ppp Attention: You must install the code from the AIX media. Supported modems include the following v v v v IBM 7852 . Remember: The physical port to which the modem is attached does not equate to the assigned TTY port. Note: If an error occurs. Electronic Service Agent 43 .017 IBM 7858 . b) Select Add a Link Configuration. If pppcontrold cannot be located.400 IBM 7857 . The serial port must have a TTY device that is available and configured on the system. Ensure that the system that is running Electronic Service Agent has an available serial port. Modem information Modems were supported in a previous release. b. for optimum results.336 Multi-Tech MultiModem MT 5600 Note: See your MultiModem MT 5600 documentation for configuration information. To configured PPP.

e) Return to PPP and select Start PPP. Configuring the 7857-017 or 7858-336 modem 7857-017 and 7858-336 modem configuration includes setting up. Connect the RS232 cable to the modem and to a serial port. Power-on the modem. Connect the telephone cable (sent with the modem) to the modem connector labeled Line (middle connector). 44 AIX Version 6. 4. 3. and to the telephone wall jack. Connect the telephone cable (sent with the modem) to the modem connector labeled PSTN. Switch 12 is set to the off (down) position for asynchronous mode. Connect the modem power cable to the modem and the transformer to the wall power outlet. 7852 Model 400 DIP switches Up (On) Down (Off) Switch 1 2 On On Off 3 Off 4 Off 5 6 7 On On Off 8 Off 9 10 On Off 11 Off 12 13 14 15 16 On On On On Note: Switch 5 is set to the off (down) position to disable automatic answering to meet the security requirement that the modem will not answer. The values may be adjusted depending on any additional connections configured. 1. and to the telephone wall jack. Set the DIP switches on the modem as follows: Table 1. v PPP Subsystem name = PP v max server connections(num) = 0 v max client Connections(Num) = 1 v max demand connections(Num) = 0 v max IP interfaces(num) = 1 v Max IPv6 interfaces = 0 v Max IP IPv6 interfaces = 0 v max async hdlc attachments(num) = 545 v mru(Num) = 1500 v async character map (Hex) = 454 (for vty port a0001) v transmit async character map (Hex) = 343 d) Accept the remaining defaults by clicking OK. Connect the modem power cable to the wall power outlet. However. you need to ensure that they are set correctly for use with Electronic Service Agent. 2. initializing. 2. Complete the following procedure to set up and initialize the 7857-017 or 7858-336 modem 1. 4. and placing the modem in a known configuration to work correctly with Electronic Service Agent. Connect the RS232 cable to the modem and to a serial port. 3. Configuring the 7852-400 modem 7852-400 modem configuration includes setting up and initializing the modem to work correctly with Electronic Service Agent.1: Electronic Service Agent . 5.c) These values are used for Electronic Service Agent. Power-on the modem using the power switch located on the back of the modem. Complete the following procedure to set up and initialize the 7852-400 modem The DIP switches on the side of the modem are set at the factory.

Press the arrow key until 0 is displayed. IBM 7857 AT CMD aa_ td_rd_dsr_ ec " ll_ " = Shows LCD as on. Press the Enter key to set Auto Answer to 0. 16. Press the down arrow key 12 times until the CONFIGURATIONS message is displayed. Press the Enter key to load the predefined factory configuration 0. 4. Press the up arrow key until 0 is displayed. On=2 8. Complete the following procedure to place the modem in a known configuration After the modem is powered on and local tests have completed. Press the Enter key to select the Factory configuration option. 7. Electronic Service Agent 45 .5. Wait for the main display panel to appear. Press the Enter key to save current configuration into User 0._ 13. CONFIGURATIONS D12 Press → 17. two lines of configuration information are displayed on the modem LCD panel. ↑ CONFIGURATIONS D12 Select Factory 0 5. Press the Enter key to select location 0. 0 15. on is displayed. On=0 10. Press the up arrow key until 0 is displayed ↑ CONFIGURATIONS D12 Store User Conf. Press the right arrow key until the Select Factory message is displayed. Press the right arrow key until the message Ring to answ. ↓ CONFIGURATIONS D12 Press → 2. → S-REGISTER D7 Ring to answ. S-REGISTER D7 Press → 11. 1. Press the Enter key to return to the main display panel. message is displayed. Press the Enter key to select Ring to answ. Press the right arrow key 3 times until the Store User Conf. Press the down arrow key 5 times until the CONFIGURATIONS message is displayed. ↓ CONFIGURATIONS D12 Press → 12. On= 9. ↑ S-REGISTER D7 Ring to answ. S-REGISTER D7 Ring to answ. 14. → CONFIGURATIONS D12 Store User Conf. on. → CONFIGURATIONS D12 Select Factory_ 3. IBM 7857 AT CMD aa " td_rd_dsr_ec " ll_ ↓ S-REGISTER D7 Press → " = Shows LCD as on. Press the down arrow key 7 times until the S-REGISTER message is displayed. Press the Enter key to select the Store User Configuration option. 6.

Note: 1. and specific configuration tips for IBM asynchronous adapters can be found in the modems package on aixserv. In the Alternate telephone number field. enter the port number of the modem to be used for the dialup connection. Go back to the Configure Service Connectivity panel. In the Dial prefix field. 3. they may need to be modified depending on the actual setup and configuration of your environment. general modem setup. 7. it is your only option if you don't have a direct connection to the Internet. Select Configure PPP for Dial. The modem initialization strings provided are on an as is basis. Connecting to IBM support through a dial connection Connecting Electronic Service Agent to IBM support through modem support (dial) is slower than other connection methods and each Electronic Service Agent client must have a separate Internet connection. Related information Asynchronous Point-to-Point Protocol configuration See the "Asynchronous Point-to-Point Protocol configuration" topic in the pSeries and AIX Information Center. enter the modem type to be used for the dialup connection. 8. 10. See the Asynchronous Point-to-Point Protocol configuration topic in the System p and AIX Information Center and follow the instructions to complete the configuration. Related tasks “Testing connectivity to IBM” on page 11 When you have completed configuration of your connectivity settings. pause while dialing. However. enter the primary telephone number that is dialed to connect to AT&T Global Network Services (AGNS). 2. 9. Specify any numbers or characters needed to obtain an outside line. You selected to use a dialup connection to IBM support. If Dial Pre-test fails on Point-to-Point (PPP). In the Primary telephone number field. This is the number that is used if the connection attempt using the primary telephone number is unsuccessful. configure PPP protocol by doing the following: a. 46 AIX Version 6. Although they have been tested in a typical environment. 6. 5. you should contact the modem vendor for assistance. b. In the TTY Port of modem field. test for connectivity to IBM. Enter yes in the Test service configuration field to automatically test the connection after all information is entered and Enter is pressed. After the connection information is entered.The modem is now correctly configured for use by Electronic Service Agent. press Enter to create or change the service configuration and to test the connection path if previously selected. 2. Go back to the Create/Change Service Configuration panel. In the Modem Type field.1: Electronic Service Agent . complete the following steps: 1. enter the alternate telephone number that is dialed to connect to AT&T Global Network Services (AGNS). If modem configuration assistance is required. Go to Configuring Electronic Service Agent to enable it to perform the functions that are important to your service environment. or similar requirement. To specify a dialup connection type. 4. Information regarding modem standards. enter any prefix number that must be dialed before the primary or secondary telephone number is dialed.

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