====================================================================== Readme - IBM® Systems Director Service and Support Manager 6.2.1 IBM Corp 2008, 2010 ====================================================================== Contents: What's New in version 6.2.1 Migrating to 6.2.1 Prior to installation Firewalls and proxies Install Perform the necessary tasks after install Troubleshooting the installation Uninstalling Known problems Copyright and trademark information ====================================================================== What's New in version 6.2.1 Service and Support Manager 6.2.1 provides a number of new features and enhancements. 1) Performance Management data reporting: Service and Support Manager collects Performance Management data from eligible Power Systems™ with an AIX® operating system. Service and Support Manager uses the integrated Electronic Service Agent™ tool to securely transmit collected Performance Management data to IBM® support. Performance Management data reporting can be enabled or disabled at any time by viewing the properties of the monitored endpoint. 2) Manually submit a service request: By default, Service and Support Manager will automatically detect and transmit serviceable hardware problems to IBM support. However, if you are aware of a serviceable condition on a system that is monitored by Service and Support Manager that you feel requires attention, and you have determined that this condition has not been automatically detected and reported, you can manually open a service request and submit that request to IBM support. 3)Enable or disable reporting types for an individual monitored resource: The Service and Support tab has been enhanced and you can now enable and disable problem reporting, inventory reporting, and Performance Management data reporting for each individual resource monitored by Service and Support Manager. To enable or disable reporting types for a monitored resource: 1. In the IBM Systems Director Web interface navigation area, click Navigate Resources 2. Select the Service and Support Group and select Monitored Systems. 3. Select the system that you want to enable or disable reporting for. 4. Click Actions and select Properties. 5. Select the Service and Support tab. 6. On the Service and Support tab, click Edit, and select either Disabled or Enabled in the reporting field, and click OK to save your changes. Note: If Edit is disabled, Service and Support Manager may not be activated. Use the Service and Support Manager Getting Started Wizard to configure the Electronic Service Agent tool to securely transmit serviceable hardware problems to IBM support. 4)Changes to monitoring and Service and Support groups Service and Support Manager 6.2.1 begins automatically monitoring for serviceable hardware problems as soon as the product is installed, and running the Service and Support Getting Started Wizard is no longer required to activate automatic monitoring. However, the Service and Support Getting Started Wizard is required to configure the Electronic Service Agent tool which is integrated with Service and Support Manager to securely transmit serviceable hardware problems and associated support files, inventory, and Performance Management data to IBM support. Service and Support Manager 6.2.1 continues to use the following groups: Excluded Systems, Monitored Systems, and Unknown Systems. However, Service and Support Manager 6.2.1 has removed the use of two groups: Eligible Systems and Suspended Systems. For more details on how monitoring has changed, see the next section on Migrating. ====================================================================== Migrating to Service and Support Manager 6.2.1 from a previous version of Service and Support Manager If you are migrating to Service and Support Manager 6.2.1 from a previous release there are several changes that you should be aware of. How monitoring worked in previous releases: In previous releases of Service and Support Manager, automatic monitoring of endpoint systems was a service that was activated by running the Service and Support Getting Started Wizard. After monitoring was enabled, Service and Support Manager moved monitored endpoint systems into one of five different Service and Support groups: Eligible Systems, Excluded Systems, Monitored Systems, Suspended Systems, and Unknown Systems. Also in previous releases, monitoring of all systems could be started and stopped for all systems, or monitoring for individual systems could be suspended or resumed. How monitoring works in Service and Support Manager 6.2.1: Service and Support Manager 6.2.1 begins automatically monitoring for serviceable hardware problems as soon as the product is installed, and running the Service and Support Getting Started Wizard is no longer required to activate automatic monitoring. However, the Service and Support Getting Started Wizard is required to configure the Electronic Service Agent™ tool which is integrated with Service and Support Manager to securely transmit serviceable hardware problems and associated support files, inventory, and Performance Management data to IBM® support. Because Service and Support Manager 6.2.1 always monitors your endpoint systems, there is no longer the need to start, stop, and suspend monitoring. While the ability to start and stop monitoring for all systems, or the ability to suspend and resume monitoring for an individual system is no longer available, you can now enable and disable different types of reporting for each monitored endpoint system. The Service and Support properties tab for the managed resource has been enhanced and you can now enable and disable problem reporting, inventory reporting, and Performance Management data reporting for each individual resource monitored by Service and Support Manager. Changes to Service and Support groups: Service and Support Manager 6.2.1 continues to use the following groups: Excluded Systems, Monitored Systems, and Unknown Systems. However, Service and Support Manager 6.2.1 has removed the use of two groups: Eligible Systems and Suspended Systems. The following information describes how systems that were in these removed groups will be handled when Service and Support Manager 6.2.1 is installed: Eligible Systems In previous releases this group contained resources that were eligible to monitor, but were not currently being monitored. When you migrate to Service and Support Manager 6.2.1 and have systems in this group, these systems will automatically be moved into the Monitored Systems group, but all reporting states will be disabled. Suspended Systems In previous releases this group contained resources that had been put into a suspended state, but were still considered eligible for monitoring by Service and Support Manager. When you migrate to Service and Support Manager 6.2.1 and have systems in this group, these systems will automatically be moved into the Monitored Systems group, but all reporting states will be disabled. ====================================================================== Prior to installation Important: Service and Support Manager version 6.2.1 is only compatible with IBM Systems Director version 6.2.1 Service and Support Manager version 6.2.1 will not work with earlier versions of IBM Systems Director. Before you begin updating or installing Service and Support Manager 6.2.1, ensure that you have updated or installed the latest version of IBM Systems Director to version 6.2.1. For more information see the Installing, upgrading, and migrating IBM Systems Director topic: http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/com.ibm.director.install.helps.doc/fqm0_t_installing_main.html ====================================================================== Firewalls and proxies If you have firewalls in your network, or if the management server must use a proxy server to access the internet, you must configure the firewalls and proxy server to enable installation and operation of IBM® Systems Director. IBM Systems Director must be able to access all the managed objects in the network, and if you will use a remote Web browser to access the management server, the remote systems running the Web browser and the management server must have access to each other. In addition, Service and Support Manager requires access to the internet, either via a direct connection or through a proxy server. Complete the following steps to configure firewalls and proxies in your network: 1) Identify the ports that you will use in your systems-management environment and ensure that those ports are open before you start installation. For example, you must ensure that the listener ports for IBM Systems Director Server and Common Agent are open. 2) Ensure that internet connections exist to the following internet addresses as they are required by IBM Systems Director and various plug-ins. Note: IP addresses are subject to change, so ensure that you use DNS names whenever possible. Update Manager DNS, IP Address, and Port settings: DNS:www.ibm.com, IP Address:129.42.56.216, 129.42.58.216, 129.42.60.216, Port:443 or 80 DNS:www-03.ibm.com, IP Address:204.146.30.17, Port:443 or 80 DNS:download3.boulder.ibm.com, IP Address:170.225.15.76, Port:443 or 80 DNS:download3.mul.ie.ibm.com, IP Address:129.35.224.114, Port:443 or 80 DNS:download4.boulder.ibm.com, IP Address:170.225.15.107, Port:443 or 80 DNS:download4.mul.ie.ibm.com, IP Address:129.35.224.107, Port:443 or 80 DNS:delivery04-bld.dhe.ibm.com, IP Address:170.225.15.104, 129.35.224.104, Port:443 or 80 DNS:delivery04-mul.dhe.ibm.com, IP Address:129.35.224.115, 170.225.15.115, Port:443 or 80 DNS:delivery04.dhe.ibm.com, IP Address:129.35.224.105, 170.225.15.105, Port:443 or 80 Service and Support Manager DNS, IP Address, and Port settings: DNS:eccgw01.boulder.ibm.com, IP Address:207.25.252.19, Port:443 DNS:eccgw02.rochester.ibm.com, IP Address:129.42.160.51, Port:443 DNS:www-945.ibm.com, IP Address:129.42.26.224, 129.42.34.224, 129.42.42.224, Port:443 DNS:www6.software.ibm.com, IP Address:170.225.15.41, Port:443 DNS:www.ecurep.ibm.com, IP Address:192.109.81.20, Port:443 DNS:testcase.boulder.ibm.com IP Address:170.225.15.31 Port:21 Protocol: ftps 3) If a proxy server is required to access the Internet from the management server, complete the following steps to configure the management server to use the proxy when accessing the Internet. a. Configure the proxy server to use basic authentication if it is configured for digest or NTLM authentication. The update manager task supports only basic authentication with the proxy server. If digest or NTLM authentication are required, update manager will be unable to access update packages from IBM®. b. Configure the management server to use the proxy server, if a proxy is required to access the Internet. IBM Systems Director requires Internet access for some functions, including update manager. For more information configuring firewalls and proxies, see: http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/com.ibm.director.install.helps.doc/fqm0_t_preparing_firewalls_and_proxies.html For more information on all ports available for IBM Systems Director, see: http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/com.ibm.director.plan.helps.doc/fqm0_r_all_available_ports.html ====================================================================== Install To download and install the Service and Support Manager plug-in, do the following: 1. Go to the IBM Systems Director Web site. (https://www14.software.ibm.com/webapp/iwm/web/preLogin.do?lang=en_US&source=dmp) 2. Sign in with your IBM ID and password. 3. Select IBM Systems Director Service and Support Manager. 4. Click "Continue". 5. Complete and verify the business, environment, and privacy information, and click "Submit". 6. Complete the download and license information, and click "I confirm". 7. To start the installation wizard, do one of the following: * On a Windows® system: 1. Extract the .zip file. 2. For information on performing an unattended (silent) installation, see the ReleaseNotes.txt and installer.properties files that were extracted from the .zip file. 3. Run the SysDir6_2_1_Service_Support_Windows.exe file. * On a AIX® system: 1. Extract the .tar file. 2. For information on performing an unattended (silent) installation, see the ReleaseNotes.txt and installer.properties files that were extracted from the .tar file. 3. Run the SysDir6_2_1_Service_Support_AIX.sh file. * On a Linux® on Power Systems system: 1. Extract the .tar file. 2. For information on performing an unattended (silent) installation, see the ReleaseNotes.txt and installer.properties files that were extracted from the .tar file. 3. Run the SysDir6_2_1_Service_Support_Linux_Power.sh file. * On a Linux on System x system: 1. Extract the .tar file. 2. For information on performing an unattended (silent) installation, see the ReleaseNotes.txt and installer.properties files that were extracted from the .tar file. 3. Run the SysDir6_2_1_Service_Support_Linux_x86.sh file. * On a Linux on System z system: 1. Extract the .tar file. 2. For information on performing an unattended (silent) installation, see the ReleaseNotes.txt and installer.properties files that were extracted from the .tar file. 3. Run the SysDir6_2_1_Service_Support_Linux_System_z.sh file. 8. Follow the instructions in the installation wizard. For the most up to date and detailed instructions on installing Service and Support Manager 6.2, see the installation topics located in the IBM Systems Director Information Center: http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/com.ibm.esa.director.help/esa_kickoff.html ====================================================================== Perform the necessary tasks after install After installation is completed, IBM Systems Director server must be stopped and restarted in order for Service and Support Manager to be enabled. ====================================================================== Troubleshooting the installation For information about troubleshooting problems you encounter during installation, see the IBM Systems Director information center on the Web at: http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/director_6.2/fqm0_main.html ====================================================================== Uninstalling 1. Do one of the following: * From the Windows® desktop: 1. Click Start. 2. Select Settings > Control Panel > Add/Remove Programs > IBM Systems Director Service and Support Manager (Electronic Service Agent) > Change/Remove. * On AIX® or Linux® systems, run the uninstallation program located in the following folder: /opt/ibm/director/ElectronicServiceAgent/uninstall. 2. Follow the instructions in the wizard. Click Finish to complete the uninstallation. For more detailed instructions on uninstalling Service and Support Manager 6.2, see the installation topics located in the IBM Systems Director Information Center: http://publib.boulder.ibm.com/infocenter/director/v6r2x/topic/com.ibm.esa.director.help/esa_esa_kickoff.html ====================================================================== Known problems 1. IBM Director may occasionally report false fan failures under Hardware Status. These errors appear similar to the following: Message: Fan Sensor 3 fell below threshold of 550 rpm. The current value is 550 rpm. This is a false alert and the message may be disregarded. A fix may be available in the latest version of the BMC firmware. Check the IBM System x Support web site at the following URL: http://www.ibm.com/systems/support/ More information about the issue is available at https://www-304.ibm.com/systems/support/supportsite.wss/docdisplay?lndocid=MIGR-5077441&brandind=5000008 2. The following location attributes must be specified for systems: Country or region Street address City State or province Postal code If these location attributes are not provided for a system the default location, (specified in the Install Wizard), will be used when service requests are submitted for the system. 3. If you are Unable to install Service and Support Manager and the installer fails in both UI and silent mode, you may need to change settings associated with SELinux. If your server runs Red Hat Enterprise Linux version 4 or 5, SELinux might be enabled and enforcing security policies on your system. IBM Service and Support Manager might fail to install if SELINUX is set to enforcing. Therefore, before you install IBM Service and Support Manager, you must set the SELinux policy to permissive. To set SELinux to permissive, run the following command before you install IBM Service and Support Manager: /usr/sbin/setenforce Permissive 4. Service and Support Manager requires that the smreset command be run twice. The smreset command reinitializes IBM® Systems Director databases and clears all persistent data. It deletes local data on the file system where IBM Systems Director is installed as well as deletes and rebuilds all database tables that are used by IBM Systems Director. The smreset command does not delete or reset agent manager information. However, smreset will not correctly remove Service and Support Manager 6.2.0 or higher database tables if the command is run once. The smreset command must be run a second time to correctly remove Service and Support Manager database tables. When running the smreset command, if you see any warnings that focus on objects with a prefix of "ESA," you should allow smreset to complete, and then run the command a second time. Example warings: *Cannot find the object "ESA_ATTACH_LIST" because it does not exist or you do not have permissions. *Cannot find the object "ESA_ATTACHMENT_RECORD" because it does not exist or you do not have permissions. *Cannot find the object "ESA_PROBLEM_RECORD" because it does not exist or you do not have permissions. *Could not drop object 'ESAPERSIST.ESA_RECORD' because it is referenced by a FOREIGN KEY constraint. ====================================================================== Copyright and trademark information www.ibm.com/legal/copytrade.shtml The following terms are trademarks of International Business Machines Corporation in the United States, other countries, or both: IBM Other company, product, or service names may be trademarks or service marks of others. Notices INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some jurisdictions do not allow disclaimer of express or implied warranties in certain transactions, therefore, this statement may not apply to you. This information could include technical inaccuracies or typographical errors. Changes are periodically made to the information herein; these changes will be incorporated in new editions of the publication. IBM may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time without notice.