II07697: INTRODUCTION TO VSE/ESA REMOTE SUPPORT

APAR status

• Closed as canceled.

Error description

• 568602801   DB0   VSE/ESA 1.3
  ---------------------------------------------------------------
  VSE/ESA REMOTE SUPPORT
  ----------------------
  A new function introduced with APAR PN51366 for VSE/ESA 1.3
  enables IBM support to provide VSE/ESA  Remote  Support  di-
  rectly to the customer's VSE/ESA 1.3.x system.
  
  The  new function primarily enables remote dump analysis and
  retrieval of selected dump data  via  a  dial-up  APPC  con-
  nection.    However,  if  the customer permits access to the
  Interactive Interface, the whole range up to system adminis-
  trator tasks may be  performed  remotely  depending  on  the
  granted authorization.
  
  For  terms  and  conditions  of  availability  and  usage of
  VSE/ESA Remote Support please contact your  Country  Service
  Organization.
  
  VSE/ESA REMOTE DUMP ANALYSIS
  ----------------------------
  The objective of this function is to access and retrieve se-
  lected dump data from a remote VSE system to the IBM Support
  Center for problem analysis.  This will reduce the number of
  dumps  (and number of wrong dumps) mailed to IBM. Thus prob-
  lem resolution time will be shortened.
  
  Technical Description
  ---------------------
  The VSE/ESA Remote Dump Analysis function consists  of  fol-
  lowing parts:
  
  1.  The host code which contains
  
      -   A pre-defined 'Service CICS' which is started by the
          customer in a dynamic partition of VSE.
      -   A  CICS  transaction  for accessing dump data in the
          VSE dump library SYSDUMP.
      -   The VSE host part for an APPC connection.
  
  2.  An IBM internal OS/2 program which provides  the  neces-
      sary  functions  to  establish an APPC connection and to
      retrieve and analyze VSE dump data.
  
  The connection is established by the OS/2 user  in  the  IBM
  Support  Center  by  dialing the customer's phone number for
  remote access.
  
  Installation
  ------------
  The following describes the main steps required  to  install
  the  host and OS/2 part for the VSE/ESA Remote Dump Analysis
  function.  Detailed install information will be provided  in
  a  separate document available from your Country Service Or-
  ganization.
  
  Customer's tasks
  ----------------
  1.  Install  modem  (synchronous  up to 14400 bps, SDLC) and
      switched line
  2.  Install APAR PN51366 or VSE/ESA 1.3.4
  3.  Make the necessary VTAM (and, if  required,  NCP)  defi-
      nitions for a LU 6.2 (ILU) connection
  4.  If required, modify TSC/ICA definitions
  5.  Establish SERVCICS using the provided skeletons (similar
      to 'Setting up a Secondary CICS')
  6.  Define  CICS  Session  and Connection for VSE/ESA Remote
      Dump Analysis in SERVCICS using CEDA
  
  IBM Support Center's tasks
  --------------------------
  1.  Install modem (synchronous up to 14400  bps,  SDLC)  and
      switched line
  2.  Synchronize modem set-up with customer's modem set-up
  3.  Install SDLC adapter
  4.  Install the OS/2 code for VSE/ESA Remote Dump Analysis
  5.  Make the necessary OS/2 CM/2 definitions based on the
      customer's definitions.
  
  Connectivity Test
  -----------------
  The  customer's  user's guide contains a worksheet where the
  customer documents his network definitions for  VSE/ESA  Re-
  mote  Support.  The  IBM  Support Center uses a copy of this
  worksheet to make the appropriate OS/2 CM/2 and modem  defi-
  nitions.   These   definitions   must   be   verified  in  a
  connectivity test.
  
  Running a VSE/ESA Remote Dump Analysis Session
  ----------------------------------------------
  1.  Customer encounters a problem and takes/gets a dump
  2.  Customer  reports  the  problem to IBM and specifies the
      phone number for remote access.
  3.  Customer starts SERVCICS (R RDR,start_servcics_job)
  4.  Customer starts dump access  and  retrieval  transaction
      (DART START)
  5.  IBM  selects  the  appropriate OS/2 CM/2 definitions and
      establishes the connection using  the  customer's  phone
      number
  6.  IBM starts session by selecting the icon "View Dumps"
  7.  IBM selects "view host dump"
  8.  IBM selects the appropriate dump from the list of avail-
      able dumps
  9.  IBM starts dump access to open the specified dump
  10. IBM retrieves and analyses dump data in 4k pages. Once a
      page  has  been retrieved, it is stored on the PWS side.
      Therefore IBM can analyze stored pages  more  in  detail
      later without a remote connection
  11. IBM  closes  session  by  selecting  STOP or QUIT to de-
      activation remote connection.
  12. Customer stops dump  access  and  retrieval  transaction
      (DART STOP)
  13. Customer performs shutdown of SERVCICS.
  
  Security Aspects
  ----------------
  The  VSE/ESA  Remote Dump Analysis and Retrieval transaction
  allows only read access to the specified dump.    Access  is
  controlled by the customer thru
  1.  Starting/stopping SERVCICS
  2.  Availability of dumps in the dump library
  
  VSE/ESA REMOTE SYSTEM PROBLEM ANALYSIS
  --------------------------------------
  In  addition  to  the VSE/ESA Remote Dump Analysis function,
  VSE/ESA 1.3.x Remote Support can be used to provide  "System
  Problem  Analysis"  (and  eventually  solution) from the IBM
  Support Center to a remote VSE System.
  
  Technical description and installation
  --------------------------------------
  Together with the VTAM definitions for  the  VSE/ESA  Remote
  Dump  Analysis  APPC/LU6.2 connection an additional LU2 con-
  nection for a 3270 session is defined.  By default this 3270
  session connects to the SERVCICS.  In conjunction  with  the
  IBM  provided  Service User ($SRV) and access to a CICS with
  ICCF running, the 3270 session  could  be  used  for  system
  problem  analysis.    Job execution and results can be moni-
  tored by the customer via the VSE  System  Console  and  the
  POWER List Queue.
  
  The  $SRV user has limited ('read only') functions which are
  defined in the II User Profile.
  
  Detailed information about the default dialogs for the  $SRV
  user are in
  
  -   SC33-6510-01 IBM VSE/ESA Guide for Solving Problems,
      û   Introduction,  Paragraph: Model User for Problem De-
          termination,
      û   Appendix: Fast Paths and Synonyms for Dialogs.
  
  -   SC33-6503-01 IBM VSE/ESA Planning Version 1  Release  3,
      appendix Dialogs of the Interactive Interface.
  
  It  is  up  to the customer to give IBM the authority to use
  the $SRV user with  these  predifined  application  and  se-
  lection panels.
  
  The customer can also allow access with a read/write author-
  ization (up to a system administration user) by changing the
  user  profile  of  $SRV or by defining an additional service
  user.  With access to such an user, IBM  could  execute  all
  necessary  tasks for problem re-creation, analysis, and sol-
  ution.
  
  Access to SERVCICS
  ------------------
  With remote access to an  Interactive  Interface  user  only
  those functions can be performed which do not use ICCF.
  
  Access to 'read-only' user $SRV is mainly used to
  
  -   Verify that at least the LU 2 connection is established
  -   Send/receive messages
  
  Access  to a user with administrator authority allows in ad-
  dition to:
  
  -   display system status
  -   execute CICS transactions
  -   up-load patches or traps
  
  Access to CICS-ICCF
  -------------------
  Remote access to "read-only" user $SRV allows IBM to do:
  
  1.  Problem Handling
      Execute all functions of the Problem Handling dialog:
  
      -   Online Problem Determination
      -   Inspect Message Log
      -   Storage Dump Management
      -   Inspect Dump Management Output
      -   Retrace History File
      -   Dump Program Utilities
  
  2.  View System Console
      No commands can be entered, but customer's  actions  can
      be seen and on-line message explanations can be viewed.
  
  3.  View Batch Queues
      All  batch  queue  entries  can be listed, but only jobs
      from user $SRV can be viewed.
  
  4.  Display Active Users/Send Message
      This function allows message exchange  between  IBM  and
      the customer
  
  5.  Retrieve Message
      Retrieve system messages for user $SRV
  
  Remote  access to a user with administrator authority allows
  IBM to perform all administrator functions. Mainly  required
  for system problem analysis are
  
  -   issue console commands
  -   create and submit jobs
  -   up-load and install patches or traps
  -   down-load files for indepth analysis
  -   display resource definitions
  
  Security Aspects
  ----------------
  Jobs  issued by IBM may be pre-viewed by the customer in the
  ICCF library. The customer should monitor the system console
  and can interrupt the session at any time by either dropping
  the VTAM connection or canceling a submitted job.
  

Local fix

Problem summary

Problem conclusion

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

Applicable component levels