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Browse Prior Art Database

Automated Problem System String Reporting

IP.com Disclosure Number: IPCOM000100498D
Original Publication Date: 1990-Apr-01
Included in the Prior Art Database: 2005-Mar-15
Document File: 2 page(s) / 59K

Publishing Venue

IBM

Related People

Rocheleau, WJ: AUTHOR [+4]

Abstract

A method is described which employs a symptom string, or a group of keywords, that uniquely reports and defines a problem. This allows problems to be sent to the RETAIN support system, a database comprising potential computer related problems and their possible solutions, before a service representative arrives at the customer location. A unique symptom string allows a recurrent problem to be isolated and a PTF(s) (Program Temporary Fix) sent to the customer system, a service representative dispatched with the correct parts, or the support system contacted for new or unresolved problems.

This text was extracted from an ASCII text file.
This is the abbreviated version, containing approximately 53% of the total text.

Automated Problem System String Reporting

       A method is described which employs a symptom string, or
a group of keywords, that uniquely reports and defines a problem.
This allows problems to be sent to the RETAIN support system, a
database comprising potential computer related problems and their
possible solutions, before a service representative arrives at the
customer location.  A unique symptom string allows a recurrent
problem to be isolated and a PTF(s) (Program Temporary Fix) sent to
the customer system, a service representative dispatched with the
correct parts, or the support system contacted for new or unresolved
problems.

      For hardware and Licensed Internal Code problems, the symptom
string is created by extracting problem definition data from the
problem log and placing the data into a record of predetermined
format.  The format of a symptom string for a machine-detected
problem is:

      The format represents the symptom string for hardware and
Licensed Internal Code problems where:
           *  TYPE is the system type.
           *  LEVEL is the level of the Licensed Internal
              Code, present
              if applicable.
           *  REFCODE1 is the reference code translate table
              concatenated with the reference code that was
              initially detected.
           *  REFCODE2 is the reference code translate table
             concatenated with the reference code that was
             determined
             during problem analysis.
           *  PROCEDURE is the name of the PDP (problem
             determination
             procedure) that isolated the problem and the
             exit point from that PDP.

     ...