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Appendix A, "Modem configurations," on page 255 shows the proper basic modem
setup for some IBM modems. The modem must be properly configured from the
Electronic Service Agent user interface and Dialer menu before making calls.
Electronic Service Agent monitoring system
Four major components or processes make up the Electronic Service Agent
application:
1. Electronic Server System (ESS) process, running only on the gateway server
2. On Demand Server (ODS) process
3. SACM process
4. Basic or advanced ASCII interfaces
Electronic Server System (ESS) process: The ESS process runs only on the
Electronic Service Agent gateway server, and handles all requests for data input
and retrieval from the centralized database on the Electronic Service Agent gateway
server. The ESS registers the RMI direct connect socket 1199 for the ODS or user
interfaces applications to connect to the database.
On Demand Server process: ODS runs on all monitored machines including the
Electronic Service Agent gateway, and handles all Electronic Service Agent
monitoring and communication activities for that host. The ODS retrieves and sends
data to the ESS process as necessary, or initiates a call to IBM. Any actual work or
running of commands is done from the ODS. When the ODS initializes, it connects
to the ESS using Java RMI. This communications link is maintained on a secondary
available socket for the duration of the ESS. If communication is lost with the ESS,
then the ODS automatically aborts and tries to establish the connection again.
Within the ODS, the Electronic Service Agent automatically monitors and reports
major events to IBM, including:
v General health check
v Changes in the VPD, hardware and software
v Supported valid error events
Some of these events are reported to IBM directly using the Connection Manager
configured communication method.
When a supported error event is detected, the Electronic Service Agent starts to
prepare and send a request for service. It logs the event and reports the problem to
the IBM problem management system for remote analysis and action (IBM
RETAIN). If communications to the IBM RETAIN have been successful, a PMR
number is returned and logged in the database with an Open status. The NAS
Gateway 500 has Extended Error Data (EED) capabilities, and the EED information
is sent to IBM TESTCASE server from the SDR. The associated file names are
placed in the PMR for reference.
Note: You must define and enroll the machines that are to be monitored with the
Additionally, the Electronic Service Agent can send e-mail notifications about all
machine problem information (or limited problem information) to your help desk,
yourself or other designated contacts. The e-mail notification functions must be
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NAS Gateway 500 Administrator's Guide
Electronic Service Agent to enable error detection. If you do not define and
enroll the machines, the Electronic Service Agent does not capture any error
information.
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