What happens next

Details of your problem are passed to the appropriate support group using the RETAIN problem management system. Your problem, assuming it is one associated with WebSphere MQ for z/OS, is put on the WebSphere MQ for z/OS queue. The problems are dealt with in order of receipt and severity level.

At first, an IBM support center representative uses the keywords that you have provided to search the RETAIN database. If your problem is found to be one already known to IBM, and a fix has been devised for it, a program temporary fix (PTF) can be dispatched to you quickly. Alternatively, you might be asked to try running your installation using different settings.

If the RETAIN search is unsuccessful, you are asked to provide more information about your problem. Guidance on collecting and sending documentation to IBM is given in Collecting documentation for the problem and Sending the documentation to the change team.

If the problem requires a change to the WebSphere MQ for z/OS code or documentation, an authorized program analysis report (APAR) is submitted. This is dealt with by the WebSphere MQ for z/OS Development Support Group or change team and provides a means of tracking the change.

It might be necessary to have several follow-up communications, depending on the complexity of the symptoms and your system environment. In every case, the actions taken by you and the support center are entered in the original PMR. The representative can then be acquainted with the full history of the problem before the next communication.