ESRS and VNX/Clariion SPCollect

sent

Deploying a legacy CLARiiON or VNX on the ESRS Gateway has increased the ways in which an EMC analyst can gather SPCollects.  I know of at least three methods that can be used to do this.  If you desire for the EMC analyst to gather the logs and any member of any platform team says they don't know how to get these logs, escalate that service request immediately through the usual channels.

it's not that they say they don't know how to do it, they expect me, customer to do it. Why do even ask me to do it if you just connected to the system via ESRS ..why not do it yourself.  This is so frustrating and has happened on numerous occasions.

Dynamox I would suggest to raise this issue with your EMC account or service manager. He/She can work with the Tech support managers in the centers to determine what the issue is behind requesting you to upload logs instead of them doing this remotely. It could speed depending on size of log or dump, or just remessaging with individuals to connect themselves remotely to download. I know there has been considerable training done in the labs on ESRS.

there has been more development on this issue. Apparently when EMC gets a dial-home on Clariion/VNX drive failure (not sure if anything else applies) it goes to this special queue where it gets decided how this case will be handled. If you don't have premium support, you will be most likely contacted by somebody with instructions how to collect SPcollect logs or run USM utility and provide somebody kind of output file for support to evaluate. Since we have premium support, our tickets should hit this queue and immediately get transition to regular support who has access to ESRS, sites notes ..etc.  We were told it's a simple check mark in Oracle application that for some reason was not enabled for us.  It has now been see so we'll see what happens.