What the support center needs to know

When you contact the support center, whether by telephone or electronically, we need to state the name of your organization and your access code. Your access code is a unique code authorizing you to use IBM PSS Software Support, and you provide it every time you contact the center. This information is used to access your customer profile, which contains information about your address, relevant contact names, telephone numbers, and details of the IBM products at your installation.

The support center needs to know whether this is a new problem, or a further communication regarding an existing one. If it is new, it is assigned a unique incident number. A problem management record (PMR) is opened on the RETAIN system, where all activity associated with your problem is recorded. The problem remains 'open' until you are in agreement with the support center that it has been resolved and can now be closed.

Make a note of the incident number on your own problem reporting sheet. The support center expects you to quote the incident number in all future communications connected with this problem.

If the problem is new to you, we need to state the source of the problem within your system software--that is, the program that seems to be the cause of the problem. Because you are reading this manual, it is likely that you have already identified WebSphere MQ for z/OS as the problem source. You also have to give the version and release number.

You need to give the severity level for the problem. Severity levels can be 1, 2, 3, or 4 and they have the following meanings:

Level 1

This indicates that we cannot use the system, and have a critical condition that needs immediate attention.

Level 2

This indicates that we can use the system, but that operation is severely restricted.

Level 3

This indicates that we can use the program, with limited functions, but the problem is not critical to your overall operation.

Level 4

This indicates that you have found a way to work around the problem; however, further action is required to correct the problem.

When deciding the severity of the problem, take care neither to understate it, nor to overstate it. The support center procedures depend on the severity level so that the most appropriate use can be made of the center's skills and resources. A severity level 1 problem is normally dealt with immediately.

Next, we need to state a brief description of the problem. You might also be asked to quote the WebSphere MQ for z/OS symptom string, or to give any keywords associated with the problem. The primary keywords are ABEND, WAIT, LOOP, PERFM, INCORROUT, MSG, and DOC, corresponding exactly with the problem classification types used in Building a keyword string. Strings containing other keywords are also useful. These are not predefined, and might include such items as a message or message number, an abend code, any parameters known to be associated with the problem, or, for example, STARTUP or INITIALIZATION.

The keywords are subsequently used as search arguments on the RETAIN database, to see if your problem is a known one that has already been the subject of an authorized program analysis report (APAR).

Finally, let the support center know if any of the following events occurred before the problem appeared:

• Changes in the level of z/OS or licensed programs

• Regenerations

• PTFs applied

• Additional features used

• Application programs changed

• Unusual operator action

You might be asked to give values from a formatted dump or trace table, or to carry out some special activity, for example to set a trap, or to use trace with a specific type of selectivity, and then to report the results.

Note:

You will be given guidance by the support center on how to obtain this information.

How your problem is subsequently progressed depends on its nature. The representative who handles the problem gives you guidance on what is required from you. The possibilities are described in the next section.