Learn about general problem determination information for Electronic Service Agent™ including how to generate the documentation or traces.
If an error occurs when the system attempts to electronically report a problem or to send service information to IBM®, there are many possible problem sources. Electronic Service Agent is dependent on many functions of i5/OS™ to be working properly, including Management Central, Connection Manager, which manages the TCP/IP connection profiles, Electronic Customer Support, and the problem log. Normal system problem determination is recommended for any error received.
To verify that service information was sent to IBM, use the Electronic
Service Agent menu option to display service information collection.
If service information is currently (at this moment) being collected or transmitted,
the Last Run and Last Send information might not show this activity. These
activities are shown when the tasks have been completed.
The task of collecting service information uses Management
Central, and the task of sending service information uses Universal Connection.
These tasks take time to run. A summary of the collection and transmission
steps is outlined here. - A collection task in Management Central determines if service information needs to be collected and collects new service information as needed.
- After the collection is complete, a job is submitted to use Universal
Connection to do the following steps:
- Start the connection profile
- Vary on its associated line, controller, and device descriptions, if applicable
- Connect to IBM
- Send the service information
- Factors that affect the length of the time needed to collect and send information are the size of the system, processing load, and the speed of the connection.