06p4934
Electronic Service Agent ™ for Netfinity®
Version 1.0
User’s Guide
Note
Before using this information and the product it supports, read the information in Appendix A,
“Notices and trademarks” on page 31.
FIRST EDITION (May 2000)
This edition applies to version 1.0 of Electronic Service Agent for Netfinity (product
number 5639-L09) and to all subsequent releases and modifications until otherwise
indicated in new editions.
©Copyright International Business Machines Corporation. 2000. All Rights
Reserved.
Note to U.S. Government Users Restricted Rights– Use, duplication or disclosure
restricted by GSA ADP Schedule Contract with IBM Corp.
Contents
About this user’s guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
Who should read this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
What this guide contains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
Conventions used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . i
Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii
Contacting customer support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ii
Related information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii
Chapter 1. Introducing Electronic Service Agent for Netfinity . . . . . . . . . . . . . . . . . . . . . . 1
What is Electronic Service Agent? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
How to obtain Electronic Service Agent for Netfinity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
What managed machines can use Electronic Service? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
How Electronic Service Agent for Netfinity works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Error reporting and Problem Management Record (PMR) creation
........................... 4
Inventory Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Performance Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Administering Electronic Service Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Chapter 2. Preparing your network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Chapter 3. Installing Electronic Service Agent for Netfinity . . . . . . . . . . . . . . . . . . . . . . . 14
Uninstalling Electronic Service Agent for Netfinity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 4. Configuring Electronic Service Agent for Netfinity . . . . . . . . . . . . . . . . . . . . . 15
Chapter 5. Using the Electronic Service Agent for Netfinity interface . . . . . . . . . . . . . . . 17
Enabling and disabling one or more systems for Electronic Service . . . . . . . . . . . . . . . . . . . . . . . . . . 18
About the Electronic Service Agent interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Inventory page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
PMR page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Performance Manager page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Scheduler page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Dialer page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Contact/Location page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Contact Details panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Location Details panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Event Action Plan configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Chapter 6. Creating your own PMR events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Chapter 7. Receiving Electronic Service Agent updates . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Appendix A. Notices and trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
About this user’s guide
Introduction
This guide provides the installation, startup and user instructions for the Electronic Service
AgentTM for Netfinity® product. The additional functions available with Electronic Service Agent
are also described.
Who should read this guide
This guide is intended for IT administrators responsible for Netfinity Director. Readers should
have extensive knowledge of their LAN environment, a general knowledge of operating systems
and database functions, and be familiar with or have a working knowledge of Netfinity Director
version 2.12.
What this guide contains
This guide is organized into the following chapters:
1.
2.
3.
4.
5.
6.
7.
8.
Chapter 1, “Introducing Electronic Service Agent for Netfinity”
Chapter 2, “Preparing your network”
Chapter 3, “Installing Electronic Service Agent for Netfinity”
Chapter 4, “Configuring Electronic Service Agent for Netfinity”
Chapter 5, “Using the Electronic Service Agent for Netfinity interface”
Chapter 6, “Creating your own PMR events”
Chapter 7, “Receiving Electronic Service Agent updates”
Appendix A, “Notices and trademarks”
Conventions used in this guide
This guide uses several typeface conventions for special terms and actions. These conventions
have the following meaning:
Bold
Commands and other controls, keywords, and other information you should use
literally appear in bold.
Italics
Variables that you must provide appear in italics.
Monospace
Examples of code or text you should type appear in monospace.
©Copyright IBM Corp. 2000. All Rights Reserved.
i
Terminology
In the chapters that follow you will see the following terms used:
Netfinity Director Management Console
The Netfinity Director Management Console is the graphical user interface from
which administrative tasks are performed. It is your primary interface to the various
Netfinity Director tasks. The console can be run from a desktop environment that is
connected to the Netfinity Director Central Management Server.
Netfinity Director Central Management Server
The Netfinity Director Central Management Server is where the management data, the
server engine and the management application logic reside.
Managed system (s)
Systems and devices on your network managed by your Netfinity Director Central
Management Server.
Netfinity Director Agent
The Netfinity Director Central Management Server manages systems and devices in
your network by communicating with the Netfinity Director Agent installed on each of
these managed systems. The agent provides all of the code and interfaces necessary
for the each system to be managed by Netfinity Director.
Event
An event is a means of identifying a change of state of a process or device on the
network. For example, an event identifies when a critical resource threshold such as
virtual memory utilization is met.
Contacting customer support
Should you encounter problems or have technical questions regarding the Electronic Service
Agent for Netfinity product, refer to the following World Wide Web site:
http://www.pc.ibm.com/support?page=helpwwhc
When calling IBM quote program number 5639-L09.
If you are resident in the United States, call 1-800-IBM-SERV. You should have your machine
type ready when calling. Your machine type is identified by a four digit number. You will be
asked for this four digit number by IBM support staff.
Electronic Service Agent for Netfinity User’s Guide
About This User’s Guide
ii
Related information
Electronic Service Agent for Netfinity version 1.0 is designed to be installed as an extension to
your Netfinity Director version 2.12 management application. Electronic Service Agent appears
as a task in the Tasks pane of your Netfinity Director Management Console.
If you require further information about the techniques employed in using the Netfinity Director
Management Console, refer to your Netfinity Director version 2.12 on-line help and User’s
Guide. A copy of the User’s Guide is available in PDF format on your Netfinity Director program
CD-ROM.
Electronic Service Agent for Netfinity User’s Guide
About This User’s Guide
iii
Chapter 1. Introducing Electronic Service Agent for
Netfinity
What is Electronic Service Agent?
Electronic Service Agent for Netfinity version 1.0 is an IBM program designed to help you
minimize the resources required to run and maintain your networked computers and allows IBM
to provide you with enhanced problem prevention and resolution capabilities.
Electronic Service Agent is an extension to Netfinity Director version 2.12 management
application. This agent monitors your Netfinity computers for hardware errors and also has an
integrated performance monitor function that automatically collects system utilization
information. The system utilization information can include CPU utilization and disk capacity,
response time, throughput, application and user usage. Hardware errors that meet certain criteria
for criticality and performance data are reported to IBM.
Electronic Service Agent also administers hardware and software inventory collections, and the
reporting of inventory changes to IBM.
All information sent to IBM is stored in a secure IBM database and used for improved problem
determination.
Electronic Service Agent should be installed on your Netfinity Director Central Management
Server. You do not need to install Electronic Service Agent on each of your managed systems.
The key features of Electronic Service Agent for Netfinity include:
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Automatic problem reporting: service calls placed to IBM without operator intervention
Automatic customer notification
Automated and user-initiated system inventory reporting to an IBM database
Automated and user-initiated system performance reporting to an IBM database
Automatic update of Electronic Service Agent
How to obtain Electronic Service Agent for Netfinity
The Electronic Service Agent program is available by download from the World Wide Web.
Follow the instructions below to access the downloadable program file.
1. Access website http://www.pc.ibm.com/support
©Copyright IBM Corp. 2000. All Rights Reserved.
1
2. Select Servers.
3. Select Downloadable files from the list of Technical Information options displayed in the left
navigation panel.
4. Select the product type appropriate for your Netfinity Director Central Management Server
from the pull-down list of the Family field. This is the server on which you will install
Electronic Service Agent.
5. Select Advanced Systems Management from the pull down list of the Downloadable Files
by Category field then click Go.
6. Select the Electronic Service Agent for Netfinity version 1.0 option listed under
Downloadable Files.
What managed machines can use Electronic Service?
This release of Electronic Service Agent supports the Netfinity range of managed servers listed in
Table 1 below.
Note: This list of servers is exhaustive for managed systems only. Electronic Service Agent
should be installed on your Central Management Server. Electronic Service Agent can be
installed on any Central Management Server supporting Netfinity Director version 2.12. Refer to
your Netfinity Director version 2.12 documentation for a list of supported Central Management
Servers.
Table 1: Electronic Service Supported Servers
Product Reference
4500R
5000
5100
5500
5500 M10
5500 M20
5600
6000R
7000
7000 M10
7100
7600
8500R
Electronic Service Agent for Netfinity User’s Guide
Machine Type
8656
8659
8658
8660
8661
8662
8664
8682
8651
8680
8666
8665
8681
Chapter 1. Introducing Electronic Service Agent for Netfinity
2
How Electronic Service Agent for Netfinity works
Once properly installed and configured, each of your managed systems must be enabled for
Electronic Service. Thereafter, Electronic Service Agent runs in your systems’ background
performing information gathering, inventory and performance data updates and initiating requests
to IBM for the creation of PMRs (Problem Management Records) when errors meeting certain
criteria for criticality are detected.
Electronic Service data is stored in your Netfinity Director Central Management Server and
transmitted at weekly intervals to IBM using a dial-out connection from your Netfinity Director
Central Management Server to a data catcher inside IBM’s firewall. IBM warehouses and
collates this transmitted data.
Electronic Service Agent for Netfinity User’s Guide
Chapter 1. Introducing Electronic Service Agent for Netfinity
3
Error reporting and Problem Management Record (PMR) creation
Electronic Service Agent for Netfinity
(PMR Creation)
IBM Support Center
RETAIN Problem Management Queue
RETAIN
Extraction of System
information for Support
Center usage
Console
Electronic Service
Data Catcher
IBM Global
Network
Netfinity
Server
Electronic Service
DataBase
Netfinity Director
Central
Management
Server
Netfinity
Server
Netfinity
Server
An event is generated when a hardware error exceeds a preset threshold. When Electronic
Service Agent detects an event, it sends electronic notification for service to IBM.
Electronic Service Agent captures events and then reports problems to the Remote Technical
Assistance Information Network (RETAIN). Requests for the creation of PMRs (Problem
Management Records) are also made. RETAIN is the IBM problem management system for
remote analysis and action. Details, including country of origin, system machine type and serial
number, machine name (as displayed in Netfinity Director), system contact person and telephone
number, description and other useful diagnostic information are also sent to RETAIN with each
PMR creation request. The types of problems that Electronic Service Agent will typically report
to RETAIN include: power failures and system overheating as detected by the Advanced Systems
Management Adapter, and RAID drive failures.
If all communications have been successful IBM returns a Problem Management Record (PMR)
number and Netfinity Director's Event Log records the PMR with an open status. If it is the last
sent PMR, this PMR number, together with its associated branch number, and country code is
detailed in the PMR page of the Electronic Service Agent Configuration notebook. Previously
sent PMRs can be viewed in Netfinity Director’s Event Log. The PMR number, branch number
and country code should be used as a referral when calling IBM.
Electronic Service Agent for Netfinity User’s Guide
Chapter 1. Introducing Electronic Service Agent for Netfinity
4
The event filtration process is optimized so that the connection time between your Netfinity
Director Central Management Server and IBM is kept to a minimum. For example, when
Electronic Service Agent calls IBM with a hardware error, and if all communications are
successful, the modem connection will remain open for a short period of time. This short time
interval is configurable by IBM.
After a PMR is raised, and if the system is under standard warranty, calls are accepted and logged
at any time, but are dealt with during the normal service hours of 9am to 5pm.
IBM’s standard warranty response time is the next business day. If an upgrade has been
purchased, service level response times may vary from 2 to 4 hours. However, it should be noted
that service levels are response time objectives and are not guarantees. If the system is not under
warranty or there is no maintenance agreement with IBM, the designated customer contact
person will be contacted and offered a billable service. Thereafter an IBM service representative
will be dispatched to the customer site with the hardware components required to correct the
problem reported.
In addition to Electronic Service Agent opening a PMR, you can use Netfinity Director's Event
Action Plan feature to log a PMR creation event and send an e-mail, pager, or other means of
notifying a contact person of a PMR creation event. For further details, refer to Chapter 5,
"Using the Electronic Service Agent for Netfinity interface" and your Netfinity Director on-line
help.
Electronic Service Agent for Netfinity User’s Guide
Chapter 1. Introducing Electronic Service Agent for Netfinity
5
Inventory Management
Electronic Service Agent for Netfinity
(System Inventory)
IBM Support Center
RETAIN Problem Management Queue
Extraction of System
information for Support
Center usage
Console
Electronic Service
Data Catcher
IBM Global
Network
Netfinity Server
Netfinity Director
Central
Management
Server
Netfinity Server
Netfinity Server
System Inventory data is sent to the
Electronic Service Data Catcher where
it is routed directly to the Electronic Service
DataBase
Electronic Service
Data Base
Using Electronic Service Agent’s Inventory Management feature, your systems’ inventory can
now be remotely monitored and stored in a secure IBM database.
Prior to running Electronic Service Agent, a complete hardware and software inventory collection
must be taken. Thereafter, Electronic Service Agent checks for a recent inventory update for
each system which has been enabled for Electronic Service. This check is carried out at weekly
intervals on a selected day and time configured in Electronic Service Agent’s Scheduler. For
further details, refer to Chapter 5, "Using the Electronic Service Agent for Netfinity interface" and
your Netfinity Director on-line help.
An inventory refresh is initiated for any system which does not have a recent successful update.
Electronic Service Agent dials into the IBM data catcher regardless of whether or not there are
any inventory changes to report.
Electronic Service Agent for Netfinity User’s Guide
Chapter 1. Introducing Electronic Service Agent for Netfinity
6
Performance Management
Electronic Service Agent for Netfinity
Performance
Monitor for Netfinity
(Performance Monitor)
Performance Factory
(Data
IBMCruncher)
Performance Factory
(Rochester, MN)
Customer using e.Service
GUI to view performance data
Console
NfD Console
AS/400
e.Service
Data Catcher
(RS/6000)
IBM Global
Network
Processed
Processed data
data isisthen
sent
totothe
sent
the Electronic
e.Service
Service
Database.
data base
where the
information is stored
for viewing by the
Customer
Netfinity
Target
Server
Server
Netfinity
Server
Target
Server
Netfinity Director
NfD Server
Central
+ e.Service Agent
Management
+ PM/Netfinity Agent
Server
Target Server
Netfinity
Server
Electronic Service
Data Catcher
Compressed performance data is sent to the
e.Service Data Catcher where it is routed
directly
to the Performance
Factorydata
for additional
Compressed
performance
is
processing
sent to the Electronic Service Data
Catcher where it is routed directly to
the Performance Factory for
additional processing.
Electronic
Service Data
Base
e.Service
Data
Base
Using Electronic Service Agent’s Performance Management feature, your systems performance
information can now be remotely monitored and stored in a secure IBM database. Performance
information can include CPU, disk and memory utilization.
Note: The Capacity Manager Extension must be installed and running on each of your managed
systems before performance and capacity data can be collected. Capacity Manager constitutes
part of your UM (Universal Manageability) Server Extensions.
Performance data is collected from all systems that have been enabled for Electronic Service for
the first time. Thereafter, Electronic Service Agent checks for a recent performance data update
for each system that has been enabled for Electronic Service. This check is performed at weekly
intervals on a selected day and time using Electronic Service Agent’s Scheduler function. For
further details, refer to Chapter 5 “Using the Electronic Service Agent for Netfinity interface” and
your Netfinity Director on-line help.
A performance data refresh is initiated for any system that does not have a recent successful
update.
Electronic Service Agent for Netfinity User’s Guide
Chapter 1. Introducing Electronic Service Agent for Netfinity
7
Electronic Service Agent will dial into the IBM data catcher regardless of whether or not there
are any performance data changes to report.
Administering Electronic Service Agent
To run Electronic Service Agent successfully a series of configuration, administrative and
diagnostic actions must be carried out.
After initial configuration, Electronic Service Agent runs primarily unattended. The majority of
actions that must be performed thereafter result from the need to alter settings when Electronic
Service Agent is running.
Typical actions may include:
1. Configuring settings for single or multiple managed systems
2. Configuring Event Action Plans (optional)
3. Creating test PMRs
Items 1 and 2 above are discussed further in Chapter 5, “Using the Electronic Service Agent for
Netfinity interface”. Test PMRs can be created from the operating system command line of a
target system. For further details, refer to Chapter 6, “Creating your own PMR events”.
Electronic Service Agent for Netfinity User’s Guide
Chapter 1. Introducing Electronic Service Agent for Netfinity
8
Chapter 2. Preparing your network
Prerequisites
To prepare your environment for installing, configuring and using Electronic Service Agent for
Netfinity complete the following steps:
1. Ensure that your Netfinity Director Central Management Server has access to a modem
capable of dialing the IBM Electronic Service site and making a connection at 56Kbps.
2. Ensure that you have selected the Remote Access Service (RAS) option when installing your
Windows NT ® operating system. You can add the Remote Access Service from the
Network Properties resource on your server console. For further information refer to your
Windows NT Administrator’s Guide.
3. Electronic Service Agent is an extension to your Netfinity Director version 2.12 systems
management application.
You should therefore ensure that your network’s Central Management Server, Management
Console and managed systems are configured with the correct processor speed and adequate
amounts of free disk space, virtual memory and RAM before installing Netfinity Director
version 2.12 and UM Server Extensions.
Refer to your Netfinity Director version 2.12 user documentation and UM Server Extensions
user documentation for detailed system requirements.
4. Electronic Service Agent supports the following operating systems:
a. Netfinity Director Central Management Server
Ÿ Windows NT 4.0 Server with Service Pack 4 or higher
Ÿ Windows NT 4.0 Enterprise with Service Pack 4 or higher
Ÿ Windows 2000 Server, Windows 2000 Advanced Server
b. Managed systems
Ÿ OS/2 3.00, OS/2 3.00 Connect, OS/2 Warp Server, OS/2 Warp Server SMP,
OS/2 Warp Merlin 4.0, OS/2 Aurora 4.5
Ÿ
Ÿ
Ÿ
Windows NT 4.0 Server with Service Pack 4 or higher
Windows NT 4.0 Workstation with Service Pack 4 or higher
Windows NT 4.0 Enterprise with Service Pack 4 or higher
Ÿ
Novell Netware 4.10 Server, 4.11 Server, 4.2 Server, 5.0 Server, 5.1 Server
©Copyright IBM Corp. 2000. All Rights Reserved.
9
Ÿ
Ÿ
Ÿ
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
c. Netfinity Director Management Console
Ÿ Windows NT 4.0 Server with Service Pack 4 or higher
Ÿ Windows NT 4.0 Workstation with Service Pack 4 or higher
Ÿ Windows NT 4.0 Enterprise with Service Pack 4 or higher
Ÿ Windows 95 Release 2
Ÿ Windows 98, Windows 98 Second Edition
Ÿ Windows 2000 Professional
Ÿ Windows 2000 Server
Ÿ Windows 2000 Advanced Server
5. Record information for the following bulleted list in the table below. This information is used
during configuration of the Electronic Service Agent for Netfinity program (Chapter 4
“Configuring Electronic Service Agent for Netfinity”).
Ÿ
A local telephone number for your dial-out connection to IBM. You can find the
appropriate telephone number at the following World Wide Web site:
http://www.attbusiness.net/regctr/accessnum.html
Ÿ
Ÿ
Ÿ
Ÿ
A country appropriate to your Netfinity Director Central Management Server location
Details of the person who will be contacted by IBM in the event of a hardware failure
Location details of a managed system(s). The location details allow IBM’s service
representatives to locate your managed system(s) if they are dispatched to the customer
site with replacement parts used to rectify a hardware failure
A day and time for your weekly repeat inventory and performance data collections and
transmissions
Electronic Service Agent for Netfinity User’s Guide
Chapter 2. Preparing your network
10
Setting
Your details
Local telephone number
Server location
(country)
Contact details
(name and telephone
number)
Managed system location
details
Managed system location
(country)
Day and time for weekly
inventories
6. Before installing and running the Electronic Service Agent for Netfinity program, read the
README document which is accessible from World Wide Web site:
http://www.pc.ibm.com/support
Note: for detailed instructions on how to access the README file refer to the section titled
“How to obtain Electronic Service Agent for Netfinity” of Chapter 1.
7. Run the install program from your Netfinity Director CD-ROM and use the Select
Components screen (shown below) to install the appropriate Netfinity Director components as
detailed in steps 7 and 8 below.
Note: Steps 6-8 are provided for guidance only. For detailed instructions on installing
Netfinity Director version 2.12, refer to Chapter 3, “Installing and Configuring Director” of
your Netfinity Director User’s Guide.
Electronic Service Agent for Netfinity User’s Guide
Chapter 2. Preparing your network
11
8. Insert your Netfinity Director CD-ROM into your Central Management Server. Install the
Netfinity Director Management Server component on your Central Management Server by
selecting Server on the Select Components screen. When you install the Netfinity Director
Management Server, the Netfinity Director Management Console and Netfinity Director
Agent is also installed.
9. Insert your Netfinity Director CD-ROM into each system you want to manage using Netfinity
Director. Install the Netfinity Director Agent on each system by selecting Client on the
Select Components screen.
10. Install UM (Universal Manageability) Server Extensions on your Central Management Server
and on each system you want to manage using Netfinity Director.
The UM Server Extensions provide support for performance and capacity data collection,
RAID, cluster and service processor.
You can download UM Server Extensions by selecting the UM Server Extensions option
from the following World Wide Web site:
http://www.pc.ibm.com/ww/solutions/enterprise/sysmgmt/products.html
11. If you have not already done so, download the Electronic Service Agent for Netfinity program
from the following World Wide Web site:
http://www.pc.ibm.com/support
Note: for detailed instructions on how to access the Electronic Service Agent program code
refer to the section titled “How to obtain Electronic Service Agent for Netfinity” of Chapter
1.
Electronic Service Agent for Netfinity User’s Guide
Chapter 2. Preparing your network
12
12. You have now completed all of the prerequisites for installing Electronic Service Agent for
Netfinity. Continue to Chapter 3, “Installing Electronic Service Agent for Netfinity”.
Electronic Service Agent for Netfinity User’s Guide
Chapter 2. Preparing your network
13
Chapter 3. Installing Electronic Service Agent for
Netfinity
To install Electronic Service Agent on your Netfinity Director Central Management Server:
1. Double-click on your setup.exe file to run the setup program and begin the installation
process.
2. At the Language Option screen, select the language option that you want to use, then click
OK.
3. At the Welcome screen click Next to continue with the program setup.
4. If you accept the terms and conditions of the License Agreement click Yes to continue with
the setup program. Clicking No displays the Exit Set-up screen. Click Yes to cancel the
installation process.
5. If you accept the terms and conditions of the Data Agreement click Yes to continue with the
setup program. Clicking No displays the Exit Set-up screen. Click Yes to cancel the
installation process.
6. If you accept the terms and conditions of the Communications Charges Agreement click Yes
to continue with the setup program. Clicking No displays the Exit Set-up screen. Click Yes
to cancel the installation process.
7. At the Information screen, view the README file then click Next.
8. At the Set-up Complete screen, click Yes to restart your system now or No to restart your
system later. Click Finish to complete the installation.
Uninstalling Electronic Service Agent for Netfinity
To permanently remove Electronic Service Agent from your server use your administrator
console to do the following:
1.
2.
3.
4.
5.
6.
7.
8.
9.
From the Windows NT desktop, click Start
Select Settings
Select Control Panel
Select Add/Remove Programs
Select Electronic Service Agent for Netfinity
Click Add/Remove
At the Language Selection screen select the language of your choice from the pull-down list
Click OK
At the Question dialog box select Yes to restart your computer now or No to restart your
computer later, then click OK
10. At the Set-up screen click Finish
©Copyright IBM Corp. 2000. All Rights Reserved.
14
Chapter 4. Configuring Electronic Service Agent for
Netfinity
From your Netfinity Director Console:
1. Double-click on the Electronic Service task in the Tasks pane. The Electronic Service Agent
Configuration notebook appears.
2. Open the Dialer page.
a. Type a local telephone number for your dial-out connection to IBM in the Connection
Number field. This is the number you recorded in step 5 of Chapter 2.
b. Select the country appropriate for your Netfinity Director Central Management Server
location from the pull-down list of the Country field.
c. Click Test Modem Connection to confirm that your Netfinity Director Central
Management Server modem is connecting properly with IBM.
3. Open the Contact/Location page and associated Contact Details and Location Details editor
panels to configure contact and location details for specific servers. This is the information
you recorded in step 5 of Chapter 2.
a. Configure your contact details:
1) Click New (Contact Details) to display the Contact Details editor panel.
2) Type the appropriate details in the Name, e-mail Address, Address, Pager, Fax and
Telephone fields and select the appropriate Country from the pull-down list of the
Country field.
Note: When typing a telephone number in the Telephone field of the Contact Details
panel, you should restrict the number of characters used to a maximum of 19.
Telephone numbers in excess of 19 characters are rejected by IBM’s Remote
Technical Assistance Information Network (RETAIN) interface.
3) Select Set as default to designate the current details as your default settings.
4) Click OK to close the Contact Details editor panel.
b. Configure your location details:
1) Click New (Location Details) to display the Location Details editor panel.
2) Type the appropriate details in the Location, Address and Post/Zip code fields and
select the appropriate country from the pull-down list of the Country field.
3) Select Set as default, to designate the current details as your default settings.
4) Click OK to close the Location Details editor panel.
©Copyright IBM Corp. 2000. All Rights Reserved.
15
4. Open the Scheduler page and accept the default settings by clicking Apply. Alternatively, if
you do not want to accept the default settings, select a day of the week and time of day that
you want to perform weekly repeat inventory and performance data collections and
transmissions.
5. Close the Electronic Service Agent Configuration notebook.
6. Before running Electronic Service Agent for Netfinity, use your Netfinity Director
Management Console to perform an initial systems inventory. For details of performing
system inventories refer to the “Inventory Collection Operation” entry of your Netfinity
Director on-line help.
Electronic Service Agent for Netfinity User’s Guide
Chapter 4. Configuring Electronic Service Agent for Netfinity
16
Chapter 5. Using the Electronic Service Agent for
Netfinity interface
Electronic Service Agent appears as a task in the Tasks pane of the Netfinity Director
Management Console, which may be invoked untargeted by mouse button one double-click, or
launched targeted at a managed system or group of systems by means of drag-and-drop. The
untargeted option is also available from an icon on the main task bar and from an item in the
Tasks pull down menu.
When activated in targeted mode, the Electronic Service task is applied to a specific system or
group of systems.
When activated in untargeted mode Electronic Service Agent functionality is limited. In
untargeted mode you are only permitted to change scheduler settings and add, edit and delete
contact and location details for managed systems.
Refer to your Netfinity Director on-line help for further details on using the Netfinity Director
Console.
©Copyright IBM Corp. 2000. All Rights Reserved.
17
Enabling and disabling one or more systems for Electronic Service
When you have properly installed and configured Electronic Service Agent, you must enable each
of your managed systems for Electronic Service before the agent can perform information
gathering operations and generate requests to IBM for the creation of PMRs. To properly enable
one or more systems for Electronic Service you must:
Ÿ
Ÿ
Enable one or more systems for PMR Tracking
Enable one or more systems for Performance Management
To enable one or more systems for PMR Tracking:
1.
2.
3.
4.
5.
Open the Electronic Service Agent Configuration notebook.
Open the PMR page.
Select the Enable checkbox.
Click Apply.
Click OK.
To enable one or more systems for Performance Management:
1.
2.
3.
4.
5.
Open the Electronic Service Agent Configuration notebook.
Open the Performance Manager page.
Select the Enable checkbox.
Click Apply.
Click OK.
About the Electronic Service Agent interface
Electronic Service settings are configured using the Electronic Service Agent Configuration
notebook. This screen provides access to six main configuration pages and their associated
Details panels.
The six main configuration pages are:
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Ÿ
Inventory
PMR
Performance Manager
Scheduler
Dialer
Contact/Location
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
18
Inventory page
You can use the Inventory page to initiate an immediate hardware and software system
inventory update or collection in addition to your weekly scheduled inventory update. This
functionality is useful if it is suspected that the Electronic Service database has been corrupted or
is out of date. The data retrieved from the inventory update or collection is transmitted to IBM.
Note: You should only perform manual refreshes and updates in response to a request from an
IBM service representative.
This page can be launched targeted at a managed system or group of managed systems, however
the date and time for the last inventory collection and transmission displays only if the
Electronic Service task is targeted at a single system. The date and time for the next scheduled
transmission displays if the Electronic Service task is launched untargeted or targeted at a
managed system or group of systems.
Inventory collection is enabled by default when a system is enabled for Performance
Management or PMR Tracking. Therefore, when inventory collection is enabled for one or more
managed systems it cannot be disabled while these systems are enabled for PMR Tracking and
Performance Management.
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
19
PMR page
You can use the PMR page to:
Ÿ
Ÿ
view the date, time and details of the last sent PMR for a single system
enable or disable PMR Tracking
This page can be launched targeted at a managed system or group of managed systems.
If a group of systems is selected in targeted mode, and that group consists of a number of systems
that have been enabled for PMR Tracking and a number of systems that have not been enabled for
PMR Tracking, the Enable checkbox remains clear. In this case selecting the Enable checkbox
enables all of the individual systems in the targeted group for PMR Tracking.
A system is automatically enabled for inventory collection when enabled for PMR Tracking.
Note: For the purpose of testing, you can create manual PMRs from the operating system
command line of a target system using the Netfinity Director Genevent command. Refer to
Chapter 6, “Creating your own PMR events”.
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
20
Performance Manager page
You can use the Performance Manager page to enable and disable a system for Performance
Management and initiate an immediate performance data collection in addition to your
weekly scheduled performance data update. This functionality is useful if it is suspected that the
Electronic Service database has been corrupted or is out of date. The data retrieved from the
performance data collection is transmitted to IBM.
Note: You should only perform manual refreshes in response to a request from an IBM service
representative.
This page can be launched targeted at a managed system or group of managed systems, however
the date and time for the last performance data collection and transmission displays only if the
Electronic Service task is targeted at a single system. The date and time for the next scheduled
transmission displays if the Electronic Service task is launched untargeted or targeted at a
managed system or group of systems.
When a system is enabled for Performance Management, it is enabled for inventory collection by
default.
Note: The Capacity Manager Extension must be installed and running on each of your managed
systems before performance and capacity data can be collected. Capacity Manager constitutes
part of UM (Universal Manageability) Server Extensions.
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
21
Scheduler page
Use the Scheduler page to configure your weekly repeat schedule for inventory and
performance data collection and transmission. This page can be launched untargeted or
targeted at a managed system or group of managed systems.
Note: All changes made to the Scheduler are applied universally to all managed systems.
Different weekly schedules cannot be set for individual systems or groups of systems. The
Scheduler page does not utilize the Netfinity Director schedule settings.
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
22
Dialer page
You can use the Dialer page to verify and end your currently idle modem connection to
IBM. Verifying your connection allows you to confirm that you have successfully exchanged test
data with IBM, in the event that you have changed some of your modem settings. You may want
to end your current connection to IBM if, for example, you suspect that there is a fault with your
system or you want to utilize your modem connection for another purpose.
This page can be launched untargeted or targeted at a managed system or group of managed
systems.
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
23
Contact/Location page
You can use the Contact/Location page and associated Location Details and Contact Details
panels to add, edit or delete the relevant details of the person who will be contacted by IBM if a
system hardware failure occurs, and the location details of the defective managed system. The
location details will allow IBM’s service representatives to locate your managed system(s) if they
are dispatched to your site with the replacement parts needed to rectify the hardware failure.
The Contact/Location page can be launched untargeted or targeted at a managed system or
group of managed systems, however, you cannot assign new contact or location details to a
managed system or group of managed systems when the Contact/Location page is launched in
untargeted mode. To assign new contact and location details to a managed system, you must
launch the Contact/Location page in targeted mode. You can do this by targeting the
Electronic Service task at a managed system or group of managed systems.
If you delete a contact or location that is currently assigned to a managed system or group of
systems, Electronic Service Agent assigns the default contact and location settings to these
systems. If you delete a contact or location that is currently assigned as the default for a managed
system or group of managed systems, Electronic Service Agent arbitrarily assigns another contact
or location to these systems. You cannot delete the last remaining contact or location setting.
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
24
Contact Details panel
Use the Contact Details panel to add and edit contact details.
Note: When typing a telephone number in the Telephone field of the Contact Details panel, you
should restrict the number of characters used to a maximum of 19. Telephone numbers in excess
of 19 characters are rejected by IBM’s Remote Technical Assistance Information Network
(RETAIN) interface.
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
25
Location Details panel
Use the Location Details panel to add and edit location details.
Event Action Plan configuration
Electronic Service Agent primarily runs unattended. Therefore, user feedback on actions and
problems is reported through Netfinity Director events. The Event Management feature of
Netfinity Director enables you to identify, categorize, and automatically initiate actions in
response to network events. For further details on setting Event Filters and Event Action Plans
refer to your Netfinity Director on-line help.
Electronic Service adds new event types to the event type tree in Netfinity Director’s Event
Filter Builder interface. You can use these Electronic Service events to build Event Action Plans
and thus generate emails, pagers or other forms of notification to chosen contacts.
The types of Electronic Service events available are detailed in Table 2 below:
Electronic Service Agent for Netfinity User’s Guide
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
26
Table 2: Electronic Service Events
Event type
Connection failed
Severity
Warning
Connection abandoned
Warning
New Electronic Service eligible system
discovered
Harmless
PMR created
Harmless
PMR creation failed
Warning
Inventory collection failed
Warning
Inventory data transfer failed
Warning
Inventory transfer succeeded
Harmless
Duplicate system serial number
Warning
System serial number changed
Warning
Electronic Service update available
Harmless
Electronic Service Agent for Netfinity User’s Guide
Description
Your Central Management Server has
not successfully transmitted data
through your modem connection to
IBM.
Event generated if a connection has
been abandoned by, for example, you,
the telephone network, receiver or IBM.
Electronic Service Agent has detected
the addition of an eligible system to your
network.
Electronic Service Agent has generated
a PMR.
Electronic Service Agent has failed to
generate a PMR.
Electronic Service Agent has failed to
complete a system inventory.
Electronic Service Agent has failed to
transmit inventory data to IBM.
Electronic Service Agent has succeeded
in transmitting inventory data to IBM.
Electronic Service Agent has performed
an inventory scan and detected two
systems that are eligible for Electronic
Service, have the same machine type
and serial number.
Electronic Service Agent has performed
an inventory scan that has detected an
Electronic Service enabled system with
a changed serial number.
A new code release of Electronic
Service Agent is now available.
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
27
Table 2 (cont’d): Electronic Service Events
Performance monitor failed
Warning
Performance data transfer failed
Warning
Performance data transfer succeeded
Harmless
Electronic Service Agent for Netfinity User’s Guide
Performance monitors have failed to be
set for a system. Ensure that you have
installed the Capacity Manager
Extension on your managed system
subsequent to installing your Netfinity
Director Agent.
Electronic Service Agent has failed to
transmit performance data by modem to
IBM. Data will be sent again with the
next scheduled transmission.
Electronic Service Agent has succeeded
in transmitting performance data to
IBM.
Chapter 5. Using the Electronic Service
Agent for Netfinity interface
28
Chapter 6. Creating your own PMR events
For the purpose of testing, you can manually create PMRs from the operating system command
line of a target system using the Netfinity Director Genevent command.
To manually create a PMR from the command line of a target system, type the following:
Genevent /TYPE:“Electronic Service.Manual PMR” /TEXT:“pmr details”
Refer to your Netfinity Director on-line help for further details on using the Genevent command.
©Copyright IBM Corp. 2000. All Rights Reserved.
29
Chapter 7. Receiving Electronic Service Agent
updates
You can download updated versions of Electronic Service Agent when they are available from
the following World Wide Web site:
http://www.pc.ibm.com/support
Note: for detailed instructions on how to access the Electronic service Agent program code, refer
to the section titled “How to obtain Electronic Service Agent for Netfinity” of Chapter 1.
©Copyright IBM Corp. 2000. All Rights Reserved.
30
Appendix A. Notices and trademarks
Notices
This information was developed for products and services offered in the U.S.A.
IBM may not offer the products, services, or features discussed in this document in other
countries. Consult your local IBM representative for information on the products and services
currently available in your area. Any reference to an IBM product, program, or service is not
intended to state or imply that only that IBM product, program or service may be used. Any
functionally equivalent product, program, or service that does not infringe any IBM intellectual
property right may be used instead. However, it is the user’s responsibility to evaluate and verify
the operation of any non-IBM product, program, or service.
IBM may have patents or pending patent applications covering subject matter described in this
document. The furnishing of this document does not give you any license to these patents. You
can send license inquiries, in writing to:
IBM Director of Licensing
IBM Corporation
North Castle Drive
Armonk, NY 10504-1785
U.S.A.
The following paragraph does not apply to the United Kingdom or any other country
where such provisions are inconsistent with local law:
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 states 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.
Any references in this information to non-IBM Web sites are provided for convenience only and
do not in any manner serve as an endorsement of those web sites. The materials at those Web
sites are not part of the materials for this IBM product and use of those web sites is at your own
risk.
©Copyright IBM Corp. 2000. All Rights Reserved.
31
IBM may use or distribute any of the information you supply in any way it believes appropriate
without incurring any obligation to you.
Licensees of this program who wish to have information about it for the purpose of enabling (i)
the exchange of information between independently created programs and other programs
(including this one) and (ii) the mutual use of information which has been exchanged, should
contact:
IBM Corporation
Department 80D
P.O. Box 12195
3039 Cornwallis
Research Triangle Park
NC 27709
U.S.A.
Such information may be available, subject to appropriate terms and conditions, including in some
cases payment of a fee.
The licensed program described in this document and all licensed material available for it are
provided by IBM under terms of the IBM Customer Agreement, IBM international Program
License Agreement or any equivalent agreement between us.
Trademarks
The following terms are trademarks of the IBM Corporation in the United States or other
countries or both:
IBM
Netfinity
Electronic Service Agent
OS/2
Microsoft, Windows and Windows NT are trademarks or registered trademarks of Microsoft
Corporation.
Novell and Netware are registered trademarks of the Novell Corporation.
Other company, product and service names may be trademarks or service marks of others.
Electronic Service Agent for Netfinity User’s Guide
Appendix A. Notices and Trademarks
32
Index
N
C
notices and trademarks, 31
Capacity Manager, 7, 21, 28
Configuration notebook, 18
Contact Details panel, 25
Contact/Location page, 24
creating test PMRs, 29
P
Performance Management, 7
Performance Manager page, 18, 21
PMR, 4, 5, 8, 18, 20, 27, 29
PMR page, 20
D
S
Dialer page, 23
E
Electronic Service Agent
configuration of, 15
how it works, 3
installing, 14
interface, 17
uninstalling, 14
what is it?, 1
Event Action Plan, 5
Event Filter Builder, 26
event log, 4
event type tree, 26
events, 26
Scheduler page, 22
supported managed servers, 2
T
terminology, ii
thresholds, 4
U
UM (Universal Manageability) Server
Extensions, 7, 21
W
warranty, 3
G
Genevent command, 29
I
inventory
refresh of, 6
Inventory Management, 6
Inventory page, 19
L
Location Details panel, 26
©Copyright IBM Corp. 2000. All Rights Reserved.
33
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