Classifying a problem

The first step in diagnosis is classifying the type of problem. Symptoms that suggest the presence of a problem can be valuable clues in diagnosing and solving the problem.

Using keywords to describe a problem
Use keywords to describe all aspects of a problem, from identifying the CICS VR program number to identifying the area of failure. A keyword is a word, acronym, or abbreviation used to describe one aspect of a CICS VR failure. Use the appropriate procedures to document the problem and build a keyword string.
Searching the software support database (RETAIN)
Use the keyword string you create to search the RETAIN database. The database helps you to find out if the problem has already been reported.
Identifying symptoms and selecting keywords
Make a note of all the keywords that describe the symptoms so that you can find the symptoms that most closely match the symptoms you are experiencing.

Parent topic: Problem determination procedures