Collect troubleshooting data for policy problems in CICS TS for z/OS 5.1

Technote (troubleshooting)


Problem(Abstract)

You are having a problem with policies in CICS Transaction Server for z/OS (CICS TS) V5.1. You would like to know what documentation you must collect (MustGather) so that the CICS Support team can diagnose your problem. If you gather this documentation before contacting support it will expedite the troubleshooting process, and save you time.

Symptom

These are the types of problems you might be experiencing:

  • Policy failing to install
  • Policy rules not triggering
  • Policy rules unexpectedly triggering

Resolving the problem

Collect this MustGather data before contacting IBM Support:








Collecting general information for all problems

If you have already contacted IBM Support, you can continue on to the component-specific MustGather information. Otherwise, go to Collect troubleshooting data for CICS products - Read first.









Collecting data for CICS policy problems
Documentation in the information center
See Troubleshooting for policies in the CICS TS V5.1 information center and click on the type of problem you are experiencing. Then gather the documentation listed for that type of problem before calling IBM support.

Use the following guidelines to compliment the documentation in the information center:

Required doc:
  • Any relevant messages from the CICS console log. These will typically include any DFHMPnnnn messages.

  • CICS internal trace that is included in the MVS system dump when tracing is active. If possible turn on level 2 trace for the MP component, and level 1 tracing for all other CICS components. If this is not possible, the turn on level 1 trace as follows:
    • For problems during install of a policy, turn on a minimum of level 1 trace for MP, PI, SM, PG, and RL components.
    • For runtime problems, turn on a minimum of level 1 trace for MP, EI, ME, and SM components. If the problem involves Time policies also turn on level 1 trace for the DS component. For policies with an action of event also turn on EC, EP, and PG components.

    Set the internal trace table size to be at least 10240K.

  • MVS system dump taken at the point that the problem occurs. The way you get the dump will depend on whether or not you are getting a message, transaction abend, or no output when the problem occurs. See the instructions under MVS system dump for details.

  • If you are unable to get a system dump, a CICS auxiliary trace leading up to the error will be sufficient. As with CICS internal trace, turn on level 2 tracing for the MP components, and level 1 tracing for all CICS components. If this is not possible, then turn on level 1 trace as follows:
    • For problems during install of a policy, turn on a minimum of level 1 trace for MP, PI, SM, PG, and RL components.
    • For runtime problems, turn on a minimum of level 1 trace for MP, EI, ME, and SM components. If the problem involves Time policies also turn on level 1 trace for the DS component. For policies with an action of event also turn on EC, EP, and PG components.







Troubleshooting hints and tips

Diagnostic tips:
  • Review the logs and dumps generated at the point of failure.
  • Search the CICS support site for known problems using symptoms like the message number and error codes.
  • If you find a fixing PTF, see Ordering CICS products and maintenance for the options that are available to order CICS maintenance.
  • Gather the documentation and work with the CICS support team to resolve your problem.

Learn more about CICS policies:


Exchanging data with IBM Support

  1. See Exchanging information with IBM Technical Support for FTP and email instructions using the IBM Enhanced Customer Data Repository (ECuRep).

  2. Go to the Service Request page to open or update a problem. If you have a SoftwareXcel enterprise edition for zSeries contract, you can also ask a non-defect installation and usage questions.

    Note: Always update your Service Request (problem record) to indicate that data has been sent.

If you need to speak to an IBM technical support representative call your country representative. If you need to speak to an IBM technical support representative in the US, call 1-800-IBM-SERV.





Cross reference information
Segment Product Component Platform Version Edition
Business Integration WebSphere Business Events SupportPac

Product Alias/Synonym

CICS/TS CICS TS CICS Transaction Server

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Document information


More support for:

CICS Transaction Server
Policies

Software version:

5.1

Operating system(s):

z/OS

Reference #:

1622186

Modified date:

2013-02-20

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