When explaining a problem to IBM software support, it is
helpful to be as specific as possible. Include all relevant background
information so that IBM Software Support specialists can help you
solve the problem efficiently.
About this task
When contacting the IBM Software Support, an accurate description
will ensure your problem is routed to the appropriate product specialist
for a quicker resolution. The problem description helps you to gain
a better understanding of what is it that you are facing, what is
it that you want to achieve and get another perspective or view on
it. Record and recreate the problem, and document the following:
Procedure
- Recording the symptoms of the problem: Depending
on the type of problem you have whether it be with your application,
your server, or your tools, you might receive a message that indicates
something is wrong. Always record the error message that you see.
As simple as this sounds, error messages sometimes contain cryptic
codes that might make more sense as you investigate your problem further.
You might also receive multiple error messages that look similar but
have subtle differences. By recording the details of each one, you
can learn more about where your problem exists.
- Recreating the problem: Think back to what steps
you were doing that led you to this problem. Try those steps again
to see if you can easily recreate this problem. If you have a consistently
repeatable test case, you will have an easier time determining what
solutions are necessary.
- How did you first notice the problem?
- Did you do anything different that made you notice the
problem?
- Is the process that is causing the problem a new procedure,
or has it worked successfully before?
- If this worked before what has changed? The change can
refer to any type of change made to the system, ranging from adding
new hardware or software, to configuration changes to existing software
- What was the first symptom of the problem you witnessed?
Were there other symptoms occurring around that point of time?
- Does the same problem occur elsewhere? Is only one machine
experiencing the problem or are multiple machines experiencing the
same problem?
- What messages are being generated that could indicate
what the problem is?