Overview: Reporting problems

 

You need to know what information you should gather about the problem, how to report and track problems, and how to send a service request to IBM.

For problems with software or Licensed Internal Code, you need to notify the IBM Service and Support of the failure and related symptoms. The problems that are detected by the system can be reported either manually or automatically.

If a problem is new, a Problem Management Record (PMR) is created by the IBM Service and Support. The PMR number is returned to your system. If voice support (telephone) is available when you contact IBM, an IBM Service and Support will contact you if requested, and work with you to resolve the problem. If you do not have voice support, you can view the IBM Service and Support's response by using the Query Problem Status (QRYPRBSTS) command.

When you report problems to your hardware service provider, you need to provide as much information as you can about the problem.

• Gathering information with the problem summary form
  The problem summary form is used to record information displayed on the system unit control panel.

• Contacting IBM support
  Here are the contacts you can use to obtain services and support for your System i™ platform.

• Reporting problems detected by the system
  The system problem log contains a list of all the problems recorded on the system.

• Tracking problems
  You can use several methods to track the problems that occur on your system, such as querying problem status, finding a previously reported problem, and adding notes to a problem record.

 

Parent topic:

Troubleshooting

Related concepts
How your system manages problems Querying problem status

Related tasks
Collecting system reference codes