Searching the IBM database for similar problems, and solutions
IBM maintains a database of known problems, and solutions to some of those problems. Use this topic to understand how best to search the database.
IBM keeps records of all known problems with its licensed programs on its software support database ( RETAIN ). IBM support center staff continually update this database as new problems are found, and they regularly search the database to see if problems they are told about are already known.
If we have access to one of the IBM search tools such as INFORMATION/ACCESS OR INFORMATION/SYSTEM we can look on the RETAIN database yourself. If not, we can contact the IBM support center to perform the search for you.
We can search the database using a string of keywords to see if a similar problem already exists. This section explains how to search the database using keywords.
We can use the keyword string (also called the symptom string) that appears in a dump or SYS1.LOGREC record to search the database, or we can build your own keyword string from the procedure described in Building a keyword string . Before we use the procedures in this section, make some initial checks by searching through the following appropriate product documentation section specific to the platform:- Making initial checks on UNIX, Linux, and Windows
- Making initial checks on IBM i
- Making initial checks on z/OS
If the search is successful, you find a similar problem description and, usually, a fix. If the search is unsuccessful, we should use these keywords when contacting IBM for additional assistance, or when documenting a possible authorized program analysis report (APAR).
Searching the IBM software support database is most effective if you:- Always spell keywords the way they are spelled in this documentation
- Include all the appropriate keywords in any discussion with the IBM support center
Use the following topics to find out more about searching the IBM database for problems:
- The search argument process
- The keyword format
- Building a keyword string
- SDB format symptom-to-keyword cross-reference
- IBM MQ component and resource manager identifiers
- The search argument process
Use this topic to understand how to search the RETAIN database. - The keyword format
Searches can be performed using free format keywords or structured database (SDB) format keywords. Use this topic to understand how to perform searches using different keyword formats. - Building a keyword string
This section describes a systematic way of selecting keywords to describe a failure in IBM MQ for z/OS. Keywords are predefined words or abbreviations that identify aspects of a program failure. - SDB format symptom-to-keyword cross-reference
We can use structured database (SDB) formats to search the RETAIN database. - IBM MQ component and resource manager identifiers
Use this topic as a reference for component-identifiers, and resource manager identifiers.
Parent topic: Searching knowledge bases