If you have a problem with your
IBM software, you want it resolved quickly. Begin by searching the
available knowledge bases to determine whether the resolution to your
problem is already documented.
Procedure
- Search the product documentation
IBM provides extensive documentation in the form of online
product documentation. This documentation can also be installed on your
local machine or on a local intranet. You can use the powerful search function
of the product documentation to query conceptual and reference information
as well as using detailed instructions for completing tasks.
- Search the IBM database for similar problems
IBM keeps records of all known problems with its licensed
programs on its software support database (RETAIN). IBM support center
staff continually update this database as new problems are found,
and they regularly search the database to see if problems they are
told about are already known. You can use one of IBM's search tools
to search the database, or you can contact IBM support center to perform
the search for you. For more information about searching the IBM database,
see Searching the IBM database for similar problems, and solutions.
- Search the Internet
If
you cannot find an answer to your question in the product documentation,
search the Internet for the latest, most complete information that
might help you resolve your problem, including:
- IBM technotes
- IBM downloads
- IBM Redbooks
- IBM Developer
- Forums and newsgroups
- Internet search engines
You can use the IBM Support Assistant (ISA) to help in
your search of knowledge bases. With ISA, you can:
- Query multiple sources of support information
- Access available diagnostic tools
- Collect diagnostic data automatically
- Send files to IBM Support for problem determination
- Create and submit a new problem report
- View or update an existing problem report
For more information, see
IBM Support Assistant (ISA).