Product data
Chapter 14. Service and support 347
14.4.2 Persistent storage and management of serviceable event data
Service and Support Manager persists all the information that is available with
the event in its database tables. SDMC provides the information for the event.
This event also provides information about the location of the Extended Error
Data (EED) files that have been collected on behalf of the serviceable event.
SDMC also maintains a cache of information about the serviceable events.
During the life cycle of the serviceable event, The Service and Support Manager
also creates events so that the subsequent functions within the Service and
Support Manager can process the original event.
14.4.3 Transmission of service requests and EED to IBM Support
The original event created by the Problem Analysis component contains the
information necessary to send a service request to IBM Support using the ECC
protocol. The Service and Support Manager provides the ability to control
whether the service requests are transmitted automatically or manually. By
default, the service requests are transmitted automatically. The service requests
transmitted on SDMC are equivalent to the service requests sent by an HMC
when using the ECC protocol.
IBM Support creates a problem management record hardware (PMH) in
RETAINĀ® upon receiving the service request from the Electronic Service Agent.
RETAIN is a database system used internally within IBM for providing service
support to IBM field personnel and customers. Once the PMH is created, the
Electronic Service Agent starts transmitting the EED files that were previously
collected by the Problem Analysis component. These EED files have a primary
and secondary designation. Only the primary EED files are transmitted
automatically when the service request is transmitted.
14.4.4 Processing of duplicate events
SDMC handles the detection of duplicate serviceable events. It determines
whether a given condition is a duplicate serviceable event or not. If it detects a
duplicate serviceable event, SDMC initiates a request to the Service and Support
Manager to update the duplicate event information in its database tables, which
also appears in the Problems page on the GUI.