Level-2 support

Let the Level-2 representative know if any of the following events occurred before the problem appeared:
  1. Changes in level of the CICS® Universal Client, compiler or associated licensed programs
  2. Corrective service software and fixes applied to workstation software
  3. Problem Tracking Fixes (PTFs) applied to other associated products
  4. Additional features used
  5. Application programs changed
  6. Unusual operator action.

At this stage you may be asked to supply more details or documentation. If this happens, the PMR is updated to show any documentation you have submitted.

Based on the information you supply, the investigation then carried out can determine whether the cause of your problem is new to the support organization, or is already known.

If the problem is a valid new one, an APAR may be raised, to be dealt with by the CICS service team, as described in APARs and fixes. If, however, the problem is already known, and a fix has been developed, you can obtain it as described in Obtaining the fix.