716 Implementing the IBM Storwize V5000 Gen2 with IBM Spectrum Virtualize V8.1
The Recommended Action function orders the alerts by severity and displays the events with
the highest severity first. If multiple events have the same severity, they are ordered by date
and the oldest event is displayed first.
Events are ordered by severity. The first event is the most severe. Events are ordered by
severity in the following way:
Unfixed alerts (sorted by error code). The lowest error code has the highest severity.
Unfixed messages.
Monitoring events (sorted by error code). The lowest error code has the highest severity.
Expired events.
Fixed alerts and messages.
The less severe events are often fixed with the resolution of the most severe events.
12.8 Support Assistance
Support assistance enables support personnel to access the system to complete
troubleshooting and maintenance tasks. You can configure either local support assistance,
where support personnel visit your site to fix problems with the system, or remote support
assistance. Both local and remote support assistance use secure connections to protect data
exchange between the support center and system. More access controls can be added by the
system administrator. Assistance can be provided at your location or through a remote
connection to your system.
Local support assistance
Use local support assistance if you have restrictions that require on-site support only. Unlike
other authentication methods, you can audit all actions that support personnel conduct on the
system when local support assistance is configured. Support personnel can log on to your
system by using a console or over your intranet. These users can be authenticated only by a
challenge-response mechanism.
Support personnel obtain the challenge-response access either through virtual private
network (VPN) or over a telephone call with another support person or the administrator at
the support center. Note that if you want to enable remote support assistance or use the
Assist On-Site tool, you must configure local support assistance.
Remote support assistance
With remote support assistance, support personnel can visit on site and they can also access
the system remotely through a secure connection from the support center. However, before
you enable remote support assistance between the system and support, you first need to
configure local support assistance. You must ensure that call home is configured and a valid
email server is specified.
Call home automatically contacts support when critical errors occur on the system. Call home
sends a return email that communicates information back to the system such as a Problem
Management Report (PMR) number that tracks the problem until it is resolved.
Note that you cannot enable remote support assistance and use the Assist On-Site tool at the
same time.
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