Contact CA

Before contacting CA Support, do the following:

• Verify that TCP/IP is active and functional. Issue the following z/OS console command:

  DISPLAY TCPIP
  

• Verify that CAICCI is active and functional. Issue the following z/OS console command:

  DISPLAY A,name
  

  name

  Identifies the name of the CAICCI started task.

• Verify that the desired CA Service Desk server is accessible. Logon to TSO on the system where CAICCI is active and issue the following TSO command:

  PING hostname
  

  hostname

  Identifies the host name assigned to the server where CA Service Desk is running.

• Verify that the CAISDI/soap server address space is active. Issue the following z/OS console command:

  DISPLAY A,name
  

  name

  Identifies the name of the CAISDI/soap started task.

• Verify that CA Service Desk is started and functional on the desired server.
• Review the SYSLOG for any messages that might provide an indication of a problem condition.
• For problems with CA products that use CAISDI/elmds, make sure the CAISDI/elmds address space is active. Issue the following z/OS console command:

  DISPLAY A,cdyfapi
  

  cdyfapi

  Identifies the name of the CAISDI/elmds started task (or job).

• For problems with CA products that use the standalone CAISDI/med address space (not elmds), make sure the standalone CAISDI/med is active. Issue the following z/OS console command:

  DISPLAY A,medname
  

  medname

  Identifies the name of the standalone CAISDI/med started task.

• For problems with CA products that use the standalone CAISDI/els address space (not elmds), make sure the standalone CAISDI/els interface has been properly initialized. Issue the following z/OS console command:

  S CASDIELS,CMD=ELSLIST
  

  This produces a report of all products currently defined to the standalone CAISDI/els interface. This report shows the event status of each product's events. Each product begins on a new page with the product and its current status being displayed in the report headings. Make sure the product in question appears in the report and that “Status: Enabled” is displayed for that product.

Contact CA Support

For your convenience, CA provides one site where you can access the information that you need for your Home Office, Small Business, and Enterprise CA products. At http://ca.com/support, you can access the following resources:

• Online and telephone contact information for technical assistance and customer services
• Information about user communities and forums
• Product and documentation downloads
• CA Support policies and guidelines
• Other helpful resources appropriate for your product

Providing Feedback About Product Documentation

If you have comments or questions about CA product documentation, you can send a message to techpubs@ca.com.

To provide feedback about CA product documentation, complete our short customer survey which is available on the CA Support website at http://ca.com/docs.