How your problem is processed

How your problem is subsequently processed depends on its nature. The representative who handles the problem will give you guidance on what is required from you.

Details of your call are passed, using the RETAIN® problem management system, to the associated support group. Because your problem is one associated with IBM Z Workload Scheduler, it is put on an IBM Z Workload Scheduler queue. The problems are dealt with in order of severity level.

At first, a Level 1 representative will use 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 quickly be dispatched to you. If the RETAIN® search is unsuccessful, the problem will be passed to a Level 2 representative, who will ask you for more information about your problem over the telephone.

Let the Level 2 representative know if any of the following events occurred before the problem appeared:
  • Changes in level of z/OS® or licensed programs
  • PTFs applied
  • Additional features used
  • Application programs changed
  • Unusual operator action.

You might be asked to give values from a formatted dump or trace table. You might also be asked to carry out some special activity (for example, to set a trap or to use trace with a certain selectivity) and then to report on the results.

It might be necessary to have several follow-up telephone calls, 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 PMR. The Level 2 representative can then be acquainted with the full history of the problem before any follow-up call.

If the Level 2 investigation shows that the problem is already known and a fix has been developed, the fix will be sent to you. If the problem is new, an APAR might be submitted. This will be dealt with by the IBM Z Workload Scheduler change team.