Problem Determination Guide

How the IBM Personal Software Solutions Center Works

The Solutions Center helps you resolve program defects in supported software. Based on the symptoms you report, IBM researches the problem and documents the solution.

The following is a description of the Solutions Center process:

1. When you call the Solutions Center, a dispatcher asks for the following basic information:

   • Your customer number or access code. This number or code is used to verify authorization.

   • The program product you are reporting a problem on.

   • A brief description of your problem. The description is used in researching previous reports of this problem and determining the Solutions Center representative who can best respond to your problem.

2. The dispatcher assigns a Problem Management Record (PMR) number to the problem you reported and transfers the call to Level 1 support.

3. While you are still on the phone, Level 1 support researches the problem based on the symptoms you report and tries to find a solution or help you determine what caused the problem. If Level 1 support is unable to resolve the problem, they transfer the problem to Level 2 support.

4. If the problem is new and unique, Level 2 support continues to research potential causes and actions. For purposes of IBM internal recording, Level 2 support creates an IBM report known as an Authorized Program Analysis Report (APAR) if there are suspected errors in the code.

   If you are asked to forward any data to IBM to assist in problem analysis, include the APAR number with this data.

5. When a solution to the problem is identified, IBM closes the APAR and calls you back to tell you the problem cause and solution.

   Note:

   Keep a record of your PMR or APAR number for this problem in case you have to contact IBM again.

If you have any questions: Your Solutions Center representative can answer questions about a reported problem or about the process described in this chapter.