Browse Prior Art Database

Automated Problem Reporting

IP.com Disclosure Number: IPCOM000037020D
Original Publication Date: 1989-Nov-01
Included in the Prior Art Database: 2005-Jan-29
Document File: 2 page(s) / 14K

Publishing Venue

IBM

Related People

Scarborough, GB: AUTHOR [+4]

Abstract

Electronic Customer Support in the AS/400* system uses a problem reporting architecture that allows a dialog between AS/400 system and RETAIN, a database comprising potential computer-related problems and their possible solutions, to determine if a similar problem exists in the RETAIN database. The architecture allows the application in RETAIN to determine the level of the Licensed Internal Code and software on AS/400 system so that the fix package generated is tailored to the calling system. Once the fixes required to solve the problem are isolated, the architecture supports the transmission of the fixes to the AS/400 system. The associated cover letters are also transmitted to the AS/400 system in the national language defined by the user.

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Automated Problem Reporting

Electronic Customer Support in the AS/400* system uses a problem reporting architecture that allows a dialog between AS/400 system and RETAIN, a database comprising potential computer-related problems and their possible solutions, to determine if a similar problem exists in the RETAIN database. The architecture allows the application in RETAIN to determine the level of the Licensed Internal Code and software on AS/400 system so that the fix package generated is tailored to the calling system. Once the fixes required to solve the problem are isolated, the architecture supports the transmission of the fixes to the AS/400 system. The associated cover letters are also transmitted to the AS/400 system in the national language defined by the user.

Described are the steps taken using the Automated Problem Reporting procedure. 1. AS/400 detects a problem and places data defining

the error into a problem log.

2. Data from the problem log are used to generate a

symptom string that identifies the problem.

3. Data describing the user are gathered.

4. Data describing the product experiencing the

problem are gathered.

5. Data describing the calling system are gathered for

automatic maintenance entitlement verification.

6. The data gathered are entered into architected

records and transmitted to RETAIN.

7. The application in RETAIN searches the APAR

database for a matching symptom.

8. If no matches occur the problem is automatically

forwarded to the correct support center for resolution.

9. For recurrent problems, the PTFs (Program Temporary

Fixes and requisites required to resolve the problem

are determined and tailored to the level and product

set at the failing system.

10. The fixes are automatically sent to the system or,

if outside a predefined size restriction, an order for

the fixes is placed to the code distribution system for

mailing to the user. The correct mailing address is

sent during the dialog.

There are five service request record types. Each type defines the type of request that is being made of the support system. The service requests are: Hardware, Software, Microcode, Fix, and Test.

Some records are variable length records up to a maximum record length. One field in the record defines the length of the record. The second field defines the type of record that the Product Application Program (PAP) will be operating on. The remainder of the fields are now explained.

The Hardware or Software Problem Reporting call record is used to report the suspected hardware or softwa...