Problem Reporting Procedures › Identifying an Error › Client Service Process › Possible Questions Asked

Possible Questions Asked

The following questions will probably be asked by a Technical Support Representative. Have the answers handy to speed up your error resolution.

• What operating system, version, and PUT level are you using?
• What version and PUT level of TSO/ISPF are you using?
• Are you using the IBM LE/390 COBOL runtime libraries? What version of COBOL are you using? IBM VS COBOL and COBOL II runtime libraries cannot be used.
• What is your company's experience level with CA‑PanAPT?
• What is your experience level with the function that has the apparent error? What specific occurrences indicate the problem (ABEND, error message, unexpected results)?
• Is the problem consistent or did it happen just once?
• Does the problem occur with more than one member, Library Code and Move Request? If so, what is common among them?
• Has anything recently changed in your environment? Examples of changes are installation or upgrade of other vendor software, upgrade of IBM software (especially TSO/ISPF and LE/390/COBOL) new hardware, etc.
• Which exit points are you using in CA‑PanAPT?
• What PTFs (Program Temporary Fixes) have been applied?
• Exactly what steps were taken to arrive at the problem. Be very detailed.
• What is the exact text of any error messages?
• What changes have you made to panels, CLISTs, skeletons, JCL members, cataloged procedures, Models, and PARM members?
• Has the problem occurred only since the application of CA‑PanAPT maintenance?
• What CA‑PanAPT authority does the user who is experiencing the problem have?
• What is the severity code? This is a number (from one to four) that you assign to the problem. Use the following to determine the severity of the problem:
  • 1—A system down or inoperative condition
  • 2—A suspected high-impact condition associated with the product
  • 3—A question about product performance or an intermittent low-impact condition associated with the product
  • 4—A question concerning general product utilization or implementation