Using symptom keywords to classify problems

IBM® keeps records of all known problems with its licensed programs on the RETAIN database. IBM Support Center staff continually update the database as new problems are reported, and they regularly search the database to see if problems they are told about are already known.

About this task

If you have the IBM INFORMATION/ACCESS licensed program, 5665-266, you can look on the RETAIN database yourself. Each problem in the database has a classification type.

Procedure

Classify your problem using one of the following software categories from RETAIN.

Use the appropriate reference to get further information on how to diagnose each category of problem.

ABEND (for transaction abends, see Dealing with transaction abend codes; for system abends, see Dealing with CICS system abends)
WAIT (see Dealing with waits)
LOOP (see Dealing with loops)
POOR PERFORMANCE, or PERFM (see Dealing with performance problems)
INCORRECT OUTPUT, or INCORROUT (see Dealing with incorrect output)
MESSAGE

All theses categories are considered in the information on problem determination, except for the MESSAGE category. If a CICS error message is issued, you can use the CICS message transaction, CMAC, for online message information. See CMAC - messages and codes display. If you do not have access to a running CICS system, see CICS messages for an explanation. If you get a message from another IBM program, or from the operating system, see the messages and codes information for the appropriate product for an explanation of that message.

CICS messages might provide enough information to solve the problem quickly, or it might redirect you to other information sources for further guidance. If you cannot deal with the message, you might eventually need to contact the IBM Support Center for help.

One type of problem that might result in a number of symptoms, usually ill-defined, is that of poor application design. Checking the design of an application is beyond the scope of this information. However, for an example of how poor design can result in application problems, see Poor application design.