service center, the service processor transmits the relevant system 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
affords AIX the means to 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
functionally for a set of systems.
Prior to installing the service processor feature, ensure that you have the latest levels of
service processor microcode and system firmware. You also need a properly configured
modem. For more information on configuring a modem, see “Modem Configuration
Menu” on page 461.
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 who
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
Chapter 2. Introduction to Diagnostics 77
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