INSTRUCTIONS FOR REPORTING IBM DB2 ANALYTICS ACCELERATOR (IDAA) PROBLEMS

Content

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   ***  Section 1 – Reporting a Problem to IBM        ***
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The preferred method for reporting an IDAA problem to IBM is to open a problem management record (PMR) to DB2 for z/OS Technical Support using IDAA component ID 5697AQT00.  This method should be used to report hardware or software problems related to IDAA.  

IDAA Technical Support will determine whether the reported problem source is IDAA, DB2 for z/OS, Change Data Capture (CDC), or Netezza, and route the problem to the respective technical support group as needed.

(Include the IDAA Support Paradigm chart here – please see attached slide)

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   ***  Section 2 – Gathering Diagnostic Information  ***
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Before contacting IDAA Technical Support, be prepared with the following diagnostic information:
-    A detailed description of the problem
-    Note if this is a new query or something was changed (e.g., data volumes, query structures)
-    IDAA default trace if reporting an IDAA failure
-    Relevant documents (e.g., CDC JES log, DB2 logs)
-    Additional traces that could be relevant to the investigation

Additional diagnostic information that would aid the investigation:
-    Screenshots that could help the investigation
-    Status of the statistics
-    Timing of query runs
-    Details of the previous runs
-    Any queries involved
-    Any DDLs involved
-    Any accelerator trace taken from Data Studio
-    Any storage dump encountered

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   ***  Section 3 – Setting up for Remote Diagnosis   ***
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Be prepared that a remote debugging session may be needed. If so, remote access should be set up ahead of time.  Use SSH to allow trusted remote access for IBM Support via tools such as WebEx.  
-    The mainframe system needs to have SSH client installed on USS (Unix System Service) environment.

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   ***  Section 4 – Sending Documentation to IBM      ***
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Please refer to Info APAR II11945 for information on sending documentation to IBM.