====================================================================== Readme - IBM® Systems Director Service and Support Manager 6.2 IBM Corp 2008, 2010 ====================================================================== Contents: What's New in version 6.2 Prior to installation Install Perform the necessary tasks after install Troubleshooting the installation Uninstalling Known problems Copyright and trademark information ====================================================================== What's New in version 6.2 Service and Support Manager 6.2 provides a number of new features and enhancements. 1) Manage support files: When a serviceable hardware problem occurs on a monitored endpoint system, Service and Support Manager detects the problem and collects hardware problem data from the monitored endpoint system and stores this data in the form of a support file that can later be transmitted to the IBM® service provider for diagnostic purposes. In version 6.2, Service and Support Manager allows you to view all support files, manually collect additional support files, and to manually submit collected files to the IBM service provider for analysis. 2) Expanded eligibility for support file data collectors: Service and Support Manager utilizes different data collection services to collect support files from endpoint systems. Systems running Red Hat Enterprise Linux® with sosreport version 1.7 or newer are eligible for sosreport data collection. Service and Support Manager runs the /usr/sbin/sosreport command on the eligible monitored system. 3) Service and Support Manager smcli commands: Service and Support Manager includes a library of smcli commands that you can use to manage support files. 4) Software quality data: Service and Support Manager can provide software quality data to the IBM service provider for analysis. 5) Expanded eligibility for monitoring: Linux on Power Systems with Common Agent 6.1.2 installed are now eligible for monitoring by Service and Support Manager. 6) Updates to the Problems view The Problems view has been enhanced to display: a) Recommendations The Recommendations tab displays when a serviceable hardware problem occurs on an IBM BladeCenter® chassis. The Recommendations tab will generate a link to an error code that corresponds to the associated problem. b) Service log The Service tab has been updated with the Service Log. The service log displays a list of all messages associated with the serviceable hardware problem you are viewing. The service log keeps a history of all messages associated with the problem for the entire life cycle of the problem, and can be used to view the history of a problem until that problem is deleted. 7) Enhancements to Inventory collection and reporting: Inventory is now scheduled to be reported weekly rather than daily (this setting will not effect any existing custom schedule that has already been created). Inventory events now provide more details about the success or failure of inventory reporting for one or more systems. ====================================================================== Prior to installation Important: Service and Support Manager version 6.2 is only compatible with IBM Systems Director version 6.2. Service and Support Manager version 6.2 will not work with earlier versions of IBM Systems Director. Before you begin updating or installing Service and Support Manager 6.2, ensure that you have updated or installed the latest version of IBM Systems Director to version 6.2. 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. 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 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 IBMSD-ESA-Win-Setup.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 IBMSD-ESA-AIX-Setup.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 IBMSD-ESA-pLinux-Setup.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 IBMSD-ESA-xLinux-Setup.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 IBMSD-ESA-zLinux-Setup.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_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 this patch 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. Some errors coming from an eligible monitored BladeCenter chassis could display in the IBM Systems Director event log as "Unknown event, check AMM log file for details". In this situation you will need to check the AMM log file located on the Bladecenter endpoint system. 3. 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. 4. 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 ====================================================================== 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.