Reporting problems overview

You need to know what information you should gather about the problem, how to report and track problems, and how to send a service request to IBM.

For problems with software or Licensed Internal Code, you need to notify the IBM service and support of the failure and related symptoms. The problems that are detected by the system can be reported either manually or automatically.

If a problem is new, a Problem Management Record (PMR) is created by the IBM service and support. The PMR number is returned to your system. If the problem occurs again, you can resend the problems that are already sent (SENT or ANSWERED status). When the problem is resent, an updated PMR associated with the original PMR is created. A note is added to the end of the PMR, which says: Call completed as a duplicated, original PMR is: nnnnn.

You can submit feedback about a reported problem by adding notes to the problem log so that problems already sent can be resent with new data. You can also request PMR closure and provide any other kind of feedback to IBM. Text is added to the PMR if you request a PMR closure.

If voice support (telephone) is available when you contact IBM, an IBM service and support will contact you if requested, and work with you to resolve the problem. If you do not have voice support, you can view the response from the IBM service and support by using the Query Problem Status (QRYPRBSTS) command.

With the options on the problem log to be created, you can specify who is responsible to report the problem, the HMC, service partition, or the current i5/OS partition.