Report problems detected by the system

You also can display detailed information about a specific problem. For example, you can see the product type and serial number of the device that had the problem, the date and time of the problem, the part that failed, where the part is found, and the problem status. You can also analyze and report a problem, or determine any service activity.

To report a problem that has an entry in the problem log, perform the following steps:

1. Type WRKPRB on any command line and press Enter. The Work with Problems (WRKPRB) display appears.
2. If you have a problem ID, look for an entry with the same ID on the Work with Problems display. Select option 8 (Work with problem) for the problem you want to work with and press Enter. The Work with Problem display appears.
3. Select option 2 (Report problem) and press Enter. The Verify Contact Information display appears.
4. To change any fields that appear, type over the current information and press Enter. The system includes the new information in the service request.
5. Select the severity level that closely relates to the severity of your problem on the Select Problem Severity display.
6. Select who should receive and process your request on the Select Service Provider display.
7. Select when and how you want to send the service request on the Select Reporting Option display.
8. Choose from the following options:
   • To report the problem automatically, continue with Report problems automatically.
   • To report the problem by voice, perform the following steps:
     1. Select option 3 (Report service quest by voice). The telephone number of the service provider for your specific problem will display. If the service provider is IBM^®, a service number will be assigned to the problem.
     2. To put this number in the problem log, press F14 (Specify service-assigned number).

Report problems automatically

The automated problem analysis function runs problem analysis routines automatically when the system detects a problem.

The problem reporting function notifies the service provider of the software problem. To run these functions, the appropriate service attributes must be set to *YES. If these attributes are set to *NO, you will need to run the problem analysis manually. The default value for service attributes is *NO.

Use the Display Service Attribute (DSPSRVA) command to display the service attributes, or use the Change Service Attributes (CHGSRVA) command to change the service attributes.

To change service attributes, fill in the appropriate information in the fields. Specify *YES in the Analyze problem field to automatically run problem analysis at the time of the failure. Problem analysis includes programs that attempt to isolate or correct the problems. Automated problem analysis applies mostly to hardware problems, and some software problems in Licensed Internal Code. To determine which problems are analyzed automatically and which ones are not, use the Work with Problem (WRKPRB) command. If the status is Opened, it indicates that the problem has not been analyzed. For problems that are not analyzed automatically, you can use the Work with Problems (WRKPRB) command to run the problem analysis manually. Go to Use the Work with Problems (WRKPRB) command for detailed information about the command. Examples: Work with Problems (WRKPRB) command provides you examples of how the command is used.

When *YES is specified in the Report problem automatically field, software problems are reported automatically to the service provider. Your service provider is specified in the Control point name field. For hardware problem reporting, contact your service provider.