Supporting the support team: Collecting the necessary data to help in problem determination for OMEGAMON XE for CICS on z/OS
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As a software and information developer, interacting with your support team on a regular basis is a viable way to head off customer problems early on and provide real time solutions that signifies team work.
The support level personnel within a company is designed to incorporate a solid working knowledge of the software product they support coupled with an innate skill base that fosters problem solving and the handling of complex customer issues in a timely manner. It's important, however, to let customers know how they can save time and become instrumental in probelm solving by gathering the necessary data before they call IBM Support.
By guiding the customer to collect data early helps IBM Support quickly determine if:
For OMEGAMON XE for CICS on z/OS, gathering the general data is an important first step in the support process. This information should include the z/OS, CICS and OMEGAMON XE for CICS on z/OS version levels. If any IBM Tivoli Monitoring components are involved, the version and maintenance level for each component that is involved in the problem is needed.
Next, the gathering of specific data for the OMEGAMON XE for CICS on z/OS product components is instrumental in pinpointing the symptoms.
OMEGAMON 3270 (menu system) interface - The customer should send the complete output of the OMEGAMON 3270 (menu system) started task as well as graphic screen captures that exemplify the issue. Also, encourage the customer to use screen logging to aid in the capturing of any needed screens.
CUA interface - The customer should send the complete output of the CUA started task as well as well as the screen captures that exemplify the issue they are describing.
XE Agent - The customer should send the complete output of the XE Agent started task as well as the logs from any remote TEMS, hub TEMS, and TEPS involved in the problem scenario. Also they need to send the screen captures that exemplify the issue they are describing.
Once the customer has a Problem Management Record (PMR) opened with the IBM Support, they can FTP text-based data to the support team, and email any graphic screen captures. Make sure the customer asks IBM Support Representative assigned to the PMR for specific information necessary to FTP data to IBM's ECUREP FTP-server. Support requests that the customer TERSE any data destined for FTP. The screen captures can be emailed to tivo