92 lines
6.0 KiB
HTML
92 lines
6.0 KiB
HTML
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<?xml version="1.0" encoding="UTF-8"?>
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<!DOCTYPE html
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PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
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<html lang="en-us" xml:lang="en-us">
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<head>
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<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
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<meta name="security" content="public" />
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<meta name="DC.Type" content="reference" />
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<meta name="DC.Title" content="Send a service request immediately" />
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<meta name="abstract" content="If you decide to send a service request now, select option 1 (Send service request now) on the Select Reporting Option display. The system packages the problem log entry as a service request. Then your server automatically dials the IBM service provider system, and the system transmits the problem to the service provider." />
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<meta name="description" content="If you decide to send a service request now, select option 1 (Send service request now) on the Select Reporting Option display. The system packages the problem log entry as a service request. Then your server automatically dials the IBM service provider system, and the system transmits the problem to the service provider." />
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<meta name="DC.Relation" scheme="URI" content="rzajiser.htm" />
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<meta name="copyright" content="(C) Copyright IBM Corporation 1998, 2006" />
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<meta name="DC.Rights.Owner" content="(C) Copyright IBM Corporation 1998, 2006" />
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<meta name="DC.Format" content="XHTML" />
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<meta name="DC.Identifier" content="rzajirpc" />
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<meta name="DC.Language" content="en-us" />
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<!-- All rights reserved. Licensed Materials Property of IBM -->
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<!-- US Government Users Restricted Rights -->
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<!-- Use, duplication or disclosure restricted by -->
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<!-- GSA ADP Schedule Contract with IBM Corp. -->
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<link rel="stylesheet" type="text/css" href="./ibmdita.css" />
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<link rel="stylesheet" type="text/css" href="./ic.css" />
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<title>Send a service request immediately</title>
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</head>
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<body id="rzajirpc"><a name="rzajirpc"><!-- --></a>
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<!-- Java sync-link --><script language="Javascript" src="../rzahg/synch.js" type="text/javascript"></script>
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<h1 class="topictitle1">Send a service request immediately</h1>
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<div><p>If you decide to send a service request now, select <strong>option 1</strong> (Send
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service request now) on the Select Reporting Option display. The system packages
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the problem log entry as a service request. Then your server automatically
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dials the IBM<sup>®</sup> service
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provider system, and the system transmits the problem to the service provider.</p>
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<div class="section"><div class="note"><span class="notetitle">Note:</span> Service requests can also be sent to other servers that have
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the System Manager for iSeries™ licensed program installed.</div>
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</div>
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<div class="section"><p><img src="./delta.gif" alt="Start of change" />The service provider determines whether the request
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is for hardware or software service, and takes the following appropriate action.<img src="./deltaend.gif" alt="End of change" /></p>
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</div>
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<div class="section"><h4 class="sectiontitle">Hardware service:</h4><p><img src="./delta.gif" alt="Start of change" />If
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the service provider is IBM, and if no PTFs are found that match your problem's
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symptoms, one of the following activities happens:<img src="./deltaend.gif" alt="End of change" /></p>
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</div>
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<div class="section"> <ul><li>Your request is sent to an IBM service representative.</li>
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<li>An IBM Customer
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Assistance Group representative calls you to assist in further problem definition.
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The connection to the service provider system ends, and the status of the
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problem in the problem log is changed to SENT.</li>
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</ul>
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</div>
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<div class="section"><h4 class="sectiontitle">Software service:</h4><ul><li>A search is performed against the database of program temporary fixes
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(PTFs) by using the symptom string you created during problem analysis.</li>
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<li>If the service provider is IBM, a match is found, and a PTF is available,
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then IBM will
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either transmit the PTF to you electronically, or send a PTF CD to you through
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normal mail channels. The size of the PTF and its requisites determine whether IBM sends
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the PTF electronically or through the mail. The PTFs that you receive electronically
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are placed in the QGPL library with a file name of the PTF number that is
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preceded by a Q and a file type of SAVF.</li>
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<li>If a match is not found or the PTF is not available, you will see the
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Save APAR Data display. This display saves the following information about
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your problem: <ul><li>History log</li>
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<li>Job information</li>
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<li>Hardware and software resources</li>
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<li>Error log entries</li>
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<li>Vertical Licensed Internal Code log entries</li>
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<li>Problem log entries</li>
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<li>Pictures of displays</li>
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</ul>
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<p>You can then forward this information to the IBM Software Support Center to help you
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solve your problem.</p>
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</li>
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</ul>
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</div>
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<div class="section"><p>The connection to the service provider ends when you receive a
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PTF or when your problem is opened for further investigation. The system changes
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the status of the problem to SENT or to ANSWERED in the problem log.</p>
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</div>
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<div class="section"> <div class="note"><span class="notetitle">Note:</span> Whenever you use electronic customer support, your server
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needs to dial out to the IBM system. Remember to have the electronic customer
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support modem available and powered on.</div>
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</div>
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</div>
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<div>
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<div class="familylinks">
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<div class="parentlink"><strong>Parent topic:</strong> <a href="rzajiser.htm" title="For hardware failures that do not disable system operation, electronic customer support provides a fast, electronic method for requesting the service of a hardware service provider with replacement parts. Using this method, you might report failures that occur on your iSeries server and selected input or output devices.">Send service requests</a></div>
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</div>
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</div>
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</body>
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</html>
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