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Steps to get support for CICS
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| | | Problem(Abstract) | | Find answers and solve problems quickly and efficiently for CICS® Transaction Server for z/OS® and VSE/ESA®, and CICS/VSE®. | | | | | | Resolving the problem | Updated: 21 October 2008
Whether you are a new user looking for basic information, or an experienced user looking for a specific workaround, you can benefit immediately from IBM's extensive Web-based support. Download fixes, search on keywords, find how-to information, and possibly solve a problem -- all before contacting IBM® Software Support directly.
To find answers and solve CICS Transaction Server problems
If possible, try to recreate the problem. Document the following: - Steps you took to recreate the problem, and any symptoms or error messages you observe.
- Recent changes that have been made to your processing environment, such as hardware or software that has been added or removed.
- System configuration updates.
When contacting IBM Software Support, an accurate description will ensure your problem is routed to the appropriate product specialist for a quicker resolution.
The problem might already be documented and resolved, so check these product support resources to see if the answer you are looking for is available: - Information Centers and Manuals
Information centers provide fast, centralized access to CICS Transaction Server product information, available in multiple languages and updated regularly. Manuals are also available. - CICS Transaction Server Web page
Access documents such as APARs, Technotes, SupportPacs, flashes, and News items. Also, search all IBM knowledge bases. - My Notifications
Register to receive e-mail notification about critical issues, IBM product updates, and items of interest. - CICS Transaction Server Detailed System Requirements
Software and hardware prerequisites. Verify the product release and major update requirements for the software you are running: If you still need help, contact IBM Software Support
Our software specialists need all the relevant information about the problem to help you efficiently. Collecting troubleshooting data before contacting IBM will save you time in the rediscovery process and proceed more quickly to the problem determination stage.
You must assign a severity level to the problem when you report it, so it is important to understand the business impact of the problem you are reporting. The following table displays the four different severity levels as defined by the Software Support Handbook:
| IBM Software Support severity levels | | Severity 1 | Critical business impact: You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution. | | Severity 2 | Significant business impact: The program is usable but is severely limited. | | Severity 3 | Some business impact: The program is usable with less significant features (not critical to operations) unavailable. | | Severity 4 | Minimal business impact: The problem causes little impact on operations, or a reasonable circumvention to the problem has been implemented. |
You can contact IBM Software Support on-line: - For zSeries users that have SoftwareXcel, you can create problem reports to get assistance from a service representative using the Electronic Technical Response (ETR) tool, available through IBMLink.
You can also contact IBM by phone. Refer to the IBM software support contacts page for phone numbers that service your location.
When a software defect is identified, an Authorized Program Analysis Report (APAR) will be created by IBM Software Support, describing the problem in detail, along with any necessary diagnostic documentation that you might be asked to provide. - For critical problems, IBM Software Support will provide a workaround for you to use until the APAR has been resolved and a fix has been delivered.
- Due to complexities of the environments supported, it might take a long time to debug, write, test, package, and distribute a fix.
Closed APARs are published to the CICS Transaction Server and related product support pages daily, so clients experiencing similar problems can benefit from the same resolutions. You can search the CICS Support Page to find APARs that will fix your specific problem or use the Fixes by Version document to view a list of APARs for each version of CICS Transaction Server.
- If you have SoftwareXcel and cannot find the information you need, you can submit "how to" questions electronically using the ETR tool, available through IBMLink.
- If you have a Support Line contract (or equivalent service by country), you can contact IBM Support by phone to ask installation and usage related questions. Refer to the IBM software support contacts page for phone numbers that service your location.
The Software Support Handbook has more information on each of these offerings.
IBM Software Support is committed to providing excellent service to our clients and we want your feedback. We monitor responses obtained through customer pop-up surveys and from feedback mechanisms at every step in the process to determine how we are doing and ways to improve your support experience. Please take advantage of these facilities to tell us what you think.
If you need to escalate a PMR: - Escalate through IBM Software Support.
- Regional Support Contacts - Americas:
- Need to talk to support during the weekend for a severity 1 issue?
Call Support (1-800-IBM-SERV) and ask for the Duty Programmer (24x7 availability). - Having trouble getting a PMR resolved satisfactorily?
Call Support (1-800-IBM-SERV) and ask for the Duty Manager (24x7). - Regional Support Contacts - EMEA: Software support in EMEA is handled at the local or country level. Refer to the IBM Software Support Country Contact Web site for a list of phone numbers (24x7).
- Contact your IBM Representative.
- If IBM Support and the Complaint Management processes have been engaged and were unable to resolve the problem, contact your IBM Representative.
- If necessary, your IBM Representative can open a complaint for you.
If you need to reopen a PMR: - If the recommendations provided to you fail to satisfy the requirements, you can reopen the PMR by calling your local support center and referencing the original PMR number. For IBM PMRs, this must be done within 28 days of original closing date.
Deepen your CICS knowledge, expand your skills, and apply best practices with expert assistance from IBM Software Services for CICS. The mission of this team of product specialists, who have access to product development and support personnel, is to accelerate the use of CICS technologies by customers, IBM Global Services and Business Partners. As an integral part of all software sales, IBM Software Services for CICS provides worldwide support for CICS products through a set of services that make it easy to design, build, test and deploy applications for e-business. Together with the CICS Training and Certification team, they can also help structure an education program that is right for you.
More documentation and educational resources: | | | | | | | | Product Alias/Synonym | | CICS/VSE CICS VSE CICS/TS CICS TS CICS Transaction Server | | |
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| Product categories: |
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| | Software | |
| | Host Transaction Processing | |
| | Transaction Servers | |
| | CICS Transaction Server | |
| | Usability | |
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| Operating system(s): |
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VSE/ESA, z/OS, z/VSE
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| Software version: |
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1.1.1, 2.3, 3.1, 3.2
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| Reference #: |
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1249865
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| IBM Group: |
| | Software Group |
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| Modified date: |
| | 2008-10-29 |
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