HP 3000 Manuals HP 3000 Manuals
Submitting an SR
Listed below are some guidelines for submitting a service request (SR).
Some of the steps refer to Node Management Services (NMS) programs
(NMMAINT, NMDUMP, NMMGR, etc.). Using NMMAINT and NMDUMP for RJE/XL is
explained earlier in this manual. For more NMS information, refer to
Using the Node Management Services (NMS) Utilities.
For any SR, include the following information, where applicable:
1. A detailed problem description. Describe the events leading up to
and including the occurrence of the problem. Attempt to describe
the source of the problem. Describe the symptoms of the problem.
This characterization should include MPE XL commands,
communication subsystem commands, job streams, result codes, and
messages and data that can reproduce the problem. List the
context and environment in which the error occurred. Prepare
copies of the HP 3000 system console and workstation information.
Provide a brief history of use of the product at your site,
including the date that RJE/XL was installed, the circumstance
that usually produces the problems, other data communication
products installed and any other products you were using when the
problem arose.
2. Obtain the version, update, and fix information for all software
by running NMMAINT. This allows Hewlett- Packard to determine
whether the problem is already known and if the correct software
is installed at your site.
3. Run NMDUMP to format the NM log file (NMLGnnnn.PUB.SYS) that was
active when the problem occurred. You may need to issue the MPE
XL command SWITCHNMLOG to free the NMLOG file. Inspect the
formatted output and try to locate the errors. Prepare
the formatted output and a copy of the log file for your
Hewlett-Packard representative to analyze.
4. Prepare a listing of the configuration file and the MPE XL
configuration you are using for your Hewlett- Packard
representative to analyze. Inspect the output and try to locate
any errors.
5. Try to determine the general area within the software where you
think the problem exists.
6. Document your interim or "workaround" solution, if there is one.
The cause of the problem can sometimes be found by comparing the
circumstances in which it occurs with the circumstance in which it
does not occur.
7. Save copies of any trace files that were active when the problem
occurred for your Hewlett-Packard representative.
8. If a system failure occurred, a system dump should be taken before
the system is rebooted.
9. Save copies of all log files active or in use at the time the
error occurred for analysis by your HP representative.
10. Record all intrinsic result codes and messages that appear at the
IBM 2780/3780 workstation and/or any HP 3000 consoles.
11. Always obtain a copy of the generation of the host system you are
using for ACF/VTAM and ACF/NCP. Also, be sure you are using the
correct configuration for the Job Entry Subsystem (JES) being
used. For the host configuration to be compatible with RJE/XL and
the BSC link, HP sets certain operands and parameters to required
values. Be sure to note any differences between the actual system
generation and your expectations. Keep this information for your
Hewlett-Packard representative. This is extremely important.
12. Give a copy of NMCONFIG.PUB.SYS to your HP representative.