Collecting documentation about all problems

Gather certain information for any problem, even when you cannot identify the type of problem. Record the information on a copy of the worksheet.

Record the following information on a copy of the worksheet in Problem description worksheet:
  • The CICS® VR function modification ID (FMID), which is available from the CICS VR installation documentation or from SMP/E.
  • The CICS VR component ID—569501000. The component ID is the first keyword in the string, preceding the problem type and other modifier keywords.
  • The PUT level, or the Custom Built Program Delivery Offering (CBPDO), or the Custom Built Installation Process Offering (CBIPO) level.
  • Additional PTFs or APARs that are applied to your CICS VR level.
  • The sequence of events that led to the problem. Include commands entered just before the problem occurred. Write down the exact scenario that led to the problem. Answer these questions:
    • What were you trying to do?
    • What did you expect would happen?
    • What did happen?
    • Can you re-create the problem?
  • The problem area that best fits the symptoms of your problem from those listed under Identifying symptoms and selecting keywords. Write down the supplementary information required.
  • Your software environment as described in Collecting information about any problem.
  • Unique information about the problem or about your system. For example:
    • Indicate other applications that were running when the problem occurred.
    • The exits that you use with CICS VR.

Completing a CICS VR problem description worksheet

The CICS VR problem description worksheet summarizes the information and serves as a checklist for recording all applicable facts about a problem. The combination of the information in this checklist and a symptom string helps you describe the problem accurately to Support Center representatives. The CICS VR problem description worksheet is shown in Problem description worksheet.