information (the system’s serial number and model type) and service request number (SRN). If connected
to a digital pager service, the service processor inputs a customer voice telephone number defined by the
customer. An established sequence of digits or the telephone number to a phone near the failed system
could be used to signal a system administrator to a potential system failure.
During normal operations, the service processor can also be configured to monitor the AIX operating
system. If AIX does not respond to the service processor heartbeat, the service processor assumes the
operating system is hung. The service processor can automatically initiate a restart and, if enabled, initiate
the call home function to alert the appropriate people to the system hang. Enabling operating system
surveillance also enables AIX detect any service processor failures and report those failures to the
Electronic Service Agent application.
Unlike the Electronic Service Agent, the service processor cannot be configured in a client/server
environment where one system can be used to manage all dial-out functions for a set of systems.
Prior to installing the Electronic Service Agent feature, ensure that you have the latest level of system
firmware. You also need a properly configured modem. For more information on configuring a modem, see
“Modem Configuration Menu” on page 381.
Electronic Service Agent
The Electronic Service Agent is a software extension to the AIX operating system that monitors the system
while the AIX operating system is running. The Electronic Service Agent monitors and analyzes all
recoverable system failures, and, if needed, can automatically place a service call to a service center
(without user intervention).
The service center receives the machine type/serial number, host name, SRN, and a problem description.
The service center analyzes the problem report and, if warranted, dispatches a service person to the
customer site. The service center also determines if any hardware components need to be ordered prior to
the service person’s arrival.
The Electronic Service Agent code also gives the user the option to establish a single system as the
problem reporting server. A single system, accessible over the user network, can be used as the central
server for all the other systems on the local area network (LAN) that are running the Electronic Service
Agent application. If the Electronic Service Agent application on a remote client decides a service request
needs to be placed, the client forwards the information to the Electronic Service Agent server that dials the
service center telephone number from its locally attached modem. In this scenario, the user only needs to
maintain a single analog line for providing call-out capabilities for a large set of servers.
When used in a scalable parallel (SP) environment, a client/server type implementation is configured. The
Electronic Service Agent client code runs on each of the SP nodes. The server component runs on the
control workstation. In the event of any system failures, the relevant information is transmitted to the
control workstation through the integrated Ethernet. After it has been alerted to the system failure, the
control workstation initiates actions to prepare and send the service request.
A modem is required for enabling automated problem reporting to the service center. Configuration files for
several types of modems are included as part of the Electronic Service Agent package. Refer to “Modem
Configuration Menu” on page 381 for more information on configuring your modem.
70 Service Guide
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