1 Copper

Looking for doc that shows what events trigger call home via ESRS?

Looking for doc that shows what events trigger call home via ESRS?

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1 Copper

Re: Looking for doc that shows what events trigger call home via ESRS?

What device type are you thinking about? ESRS simply sends the call-home which is generated by the device itself.

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2 Iron

Re: Looking for doc that shows what events trigger call home via ESRS?

EMC Secure Remote Services is not a device product connect home, it is more of a transport for the products to pass through to process through EMC SYR /CLM which processes the error codes and determines to open a  service request or not. The Individual product is responsible for their errors and what triggers a connect home.  A example of a product is a Unified VNX for a  2004 test even. the inserttestevent is triggered manually through the Unisphere GUI or Naviseccli command line, it is processed though a template which has a  default list of events that triggers, ( it can also be customized but is not recommended), it is then processed again through UDoctor which also filters and determines if the error is , benign, analyzed, and if determined to need further action, will process through ConnectEMC which processes the log and its protocol (email home, https, etc.), most are transported through ESRS and then to EMC, it then goes through a filter process and determines if a service request is to be open, In this instance a 2004 test event will have a case open and the case is open by a Connect Home team and it will be in the Product history. The customer can check the case in Service Center at Support.EMC.com.

Any connect home documentation is provided by the product team, if you have different multiple products, each may have their own method of handling the connect home, and error codes, in regards to VNX/ Clariion they are listed in the connect home template.  ESRS will have a case created for ESRS issues such as missing gateway or device.


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