Sending a service request immediately

If you select option 1 (Send service request now) on the Select Reporting Option display to send a service request right after detecting a problem, your system packages the problem log entry as a service request, automatically dials the IBM® service provider system, and transmits the problem.

Note: Service requests can also be sent to other systems that have the System Manager for IBM i licensed program installed.

The service provider determines whether the request is for hardware or software service, and takes the following appropriate action.

Hardware service:

If the service provider is IBM and no PTFs match your problem symptoms, one of the following activities happens:

  • Your request is sent to an IBM service representative.
  • An IBM Customer Assistance Group representative calls you to help define the problem. The connection to the service provider system ends, and the status of the problem in the problem log is changed to SENT.

Software service:

  • A search is performed against the database of program temporary fixes (PTFs) by using the symptom string you created during problem analysis.
  • If the service provider is IBM, a match is found, and a PTF is available, then IBM will either transmit the PTF to you automatically, or send a PTF CD to you through normal mail channels. The size of the PTF and its requisites determine whether IBM sends the PTF automatically or through the mail. The PTFs that you receive automatically are placed in the QGPL library with a file name of the PTF number that is preceded by a Q and a file type of SAVF.
  • If a match is not found or if the PTF is not available, the Save APAR Data display is shown. This display saves the following information about your problem:
    • History log
    • Job information
    • Hardware and software resources
    • Error log entries
    • Vertical Licensed Internal Code log entries
    • Problem log entries
    • Pictures of displays

    This service information is transmitted to IBM Software Support Center automatically if Electronic Service Agent is configured properly to help you solve your problem. If the service information failed to be sent, you must forward this information to the IBM Software Support Center manually.

The connection to the service provider ends when you receive a PTF or when your problem is opened for further investigation. The system changes the status of the problem to SENT or ANSWERED in the problem log.

Note: Whenever you use Electronic Customer Support, your system needs to dial out to the IBM Support Center. Remember to have the Electronic Customer Support modem available and turned on.