Describe the problem

When explaining a problem to IBM Support, it is helpful to be as specific as possible. Include all relevant background information so that IBM Support specialists can help you solve the problem efficiently.

About this task

When contacting the IBM Support, an accurate description will ensure your problem is routed to the appropriate product specialist for a quicker resolution. The problem description helps you to gain a better understanding of what is it that you are facing, what is it that you want to achieve and get another perspective or view on it. Record and recreate the problem, and document the following:

Procedure

  1. Recording the symptoms of the problem: Depending on the type of problem you have whether it be with your application, your server, or your tools, you might receive a message that indicates something is wrong. Always record the error message that you see. As simple as this sounds, error messages sometimes contain cryptic codes that might make more sense as you investigate your problem further. You might also receive multiple error messages that look similar but have subtle differences. By recording the details of each one, you can learn more about where your problem exists.
  2. Recreating the problem: Think back to what steps you were doing that led you to this problem. Try those steps again to see if you can easily recreate this problem. If you have a consistently repeatable test case, you will have an easier time determining what solutions are necessary.
    1. How did you first notice the problem?
    2. Did you do anything different that made you notice the problem?
    3. Is the process that is causing the problem a new procedure, or has it worked successfully before?
    4. If this worked before what has changed? The change can refer to any type of change made to the system, ranging from adding new hardware or software, to configuration changes to existing software
    5. What was the first symptom of the problem you witnessed? Were there other symptoms occurring around that point of time?
    6. Does the same problem occur elsewhere? Is only one machine experiencing the problem or are multiple machines experiencing the same problem?
    7. What messages are being generated that could indicate what the problem is?