The APAR process

The first step in the APAR process is that a Level-2 representative from the support organization enters an APAR containing a description of your problem into the RETAIN® system. If you have a means of getting round the problem, details of this are entered as well. Your name is also entered, so that your support organization knows who to contact if the service team need to ask anything further about the APAR documentation.

At this stage, you are given an APAR number. This number is always associated with the APAR and its resolution and, if a code change is required, is associated with the fix as well.

The service team may ask for additional backup documentation, normally via the Level-2 representative. The specific documentation required will vary from problem to problem, and depends on what information has already been supplied during the PMR stage.

During the investigation, you can ask your support organization at any time about how your APAR is progressing, particularly if it is a problem of high severity.