HP-UX SNAplus2 Diagnostics Guide

Resolving Common Problems
Reporting Problems to Support Personnel
Chapter 2 57
Reporting Problems to Support Personnel
There are some system problems that you will not be able to resolve. In
these cases, the Message action field may recommend that you contact
your support personnel.
Types of Support Personnel
The following types of support personnel may be able to help you:
Support personnel for the remote system or for the network
Support personnel responsible for the SNA network
and the remote systems with which SNAplus2 is
communicating. For example, these people include the
providers of the X.25 network (for X.25 problems), host
personnel (for 3270, RJE, or LUA problems), and the
System Administrator of the remote system (for APPC
or CPI-C problems).
Support services
Support personnel of your SNAplus2 supplier.
Information to Provide to Support Personnel
The more information you initially provide about your problem to your
support team the more likely you are to receive a fast resolution. See the
following sections for the types of information to collect.
Readme File
Provide the following information in a readme file when submitting your
problem to support personnel:
• A clear description of yourproblem. What does not work, or what does
not work correctly? What did you expect to happen?
• The steps you took before the problem occurred.
• The time and date that the problem occurred.
• How often, if ever, you can reproduce the problem.
• Whether the function worked correctly in the past. If it did, what