Send a service request immediately

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.

Note: Service requests can also be sent to other servers that have the System Manager for iSeries™ licensed program installed.

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

Hardware service:

Start of change If the service provider is IBM, and if no PTFs are found that match your problem's symptoms, one of the following activities happens: End of change

Your request is sent to an IBM service representative.
An IBM Customer Assistance Group representative calls you to assist in further problem definition. 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 electronically, 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 electronically or through the mail. The PTFs that you receive electronically 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 the PTF is not available, you will see the Save APAR Data display. 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
You can then forward this information to the IBM Software Support Center to help you solve your problem.

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 to ANSWERED in the problem log.

Note: Whenever you use electronic customer support, your server needs to dial out to the IBM system. Remember to have the electronic customer support modem available and powered on.