Information for all failure types

No matter what type of problem you are reporting, you should be ready to provide the IBM® Support Center with information about it.

Note: To make sure that all the information you collect is for the same level of your system, you should obtain it by running a single job step. Otherwise, there could be discrepancies. For example, some information might reflect the state your system was in before certain SYSMODs were installed, and some might reflect the state it was in after they were installed.

Be prepared to give the following information to the IBM Support Center:

Information about your system
- Details such as the following:
  Product name
  
  IBM SMP/E for z/OS® and OS/390®.
  
  Component ID
  
  5655–G44.
  
  Release
  
  Version 3 Release 6.
  
  CBPDO level
  
  The ID of the most recent CBPDO tape you have installed.
  
  PUTxxxx level
  
  The identifier of the latest service level (PUTxxxx) you have installed.
  
  SMP/E service level
  
  See the report headings, output data sets, message GIM20502I or SMP/E dialog options panel for the SMP/E service level, which will appear as SMP/E nn.nn. For example, SMP/E 36.nn is IBM SMP/E for z/OS, V3R6 level nn.
- Whether you recently installed products or service
- Whether you have made any modifications to the SMP/E code
- Whether you bypassed any SMP/E service
Information about the problem:
- The command being processed and all the operands specified
- A list of messages issued, including the message ID and the complete message text, as found in SMPRPT, SMPOUT, SMPLOG and (possibly) SYSPRINT.
- The job entry subsystem (JES) job log and allocation messages for related JES messages
- Any reports that were produced
- LIST output from before and after command processing
- A description of what you think the problem is
- Whether you ran the job in error more than once with the same results
- Whether you have recently experienced any other unusual problems
- Failure keyword and associated documentation, as described in the next topics