How The Electronic Service Agent Works; Nas Gateway 500 Electronic Service Agent Monitored Network And How It Relates To Ibm - IBM TotalStorage NAS Gateway 500 Administrator's Manual

How the Electronic Service Agent works

Figure 46 shows a typical NAS Gateway 500 Electronic Service Agent monitored
network and how it relates to IBM.
Console
NAS
Gateway 500
Configured as
ESA gateway Server
Service
Management
Network
NAS
Gateway 500
Configured as
ESA Client
Figure 46. NAS Gateway 500 Electronic Service Agent monitored network and how it relates to IBM
The Electronic Service Agent is installed and defined on machines by using the
Electronic Service Agent user interface. After machines are defined, they are
enrolled with the IBM SDR. During the enrollment process, an electronic key is
created that becomes part of the resident Electronic Service Agent program. This
key is used each time that the Electronic Service Agent places a call for service.
The Electronic Service Agent is not designed to acquire any general information for
which it has not been specifically programmed. Electronic Service Agent sends
some data to IBM to assist with problem resolution. In some cases, this information
can be used by IBM for other purposes. This information consists of the problem or
error information itself, including Extended Error Data (EED), Vital Product Data
(VPD), and Inventory data hardware or software.
Account
Firewall
Modem
ESA Client
Dispatch
CE
Call
Customer
Internet
IBM
Firewall
AT&T Gateway
IBM SDR
IBM Problem
Reporting
Database
(RETAIN)
Service
Center
Extended
Error Data
Server
197
Chapter 31. Call home