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Listed below are some guidelines for submitting a service
request (SR). Some of the guidelines refer to Node Management Services
programs (NMDUMP, NMMAINT, NMMGR, etc.). For more information about these
programs, see Using the Node Management Services Utilities. Common Information | |
For any SR, include this common information, where applicable: A characterization of the problem.
Describe the events leading up to and including the problem. Attempt
to describe the source of the problem. Describe the symptoms of
the problem. Your characterization should include MPE 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 message occurred. Prepare
copies of the HP 3000 system console and workstation information. Give a brief history of your site, including when your LU
6.2 product was installed, the circumstances that usually produce
problems, other data communications products installed, and any
other products you were using when the problem arose. 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. 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 command SWITCHNMLOG to free the NM log file. For more information, see the
SNA Link/XL Node Manager's Guide.
Inspect the formatted output and try to locate errors. Prepare the
formatted output and a copy of the log file for your HP representative
to analyze. Prepare a listing of the configuration file you
are using for your HP representative to analyze. Inspect the output
and try to locate errors. Try to determine the general area, within the software,
where you think the problem exists. If you think the problem is
caused by an SNA service, refer to the Node Manager's
Guide for that service, and follow the guidelines for
gathering information for problems. Document your interim, or "workaround," solution.
The cause of the problem can sometimes be found by comparing the
circumstances in which it occurs with the circumstances in which
it does not occur. Save copies of any SNA link or SNA service trace
files that were active when the problem occurred. If the problem involves NMMGR, give a copy of
NMMGRF.PUB.SYS to your HP representative. If a system failure has occurred, take a full memory
dump. If a fatal link error has occurred, an error message
will appear on the operator's console. Be sure to include
this error message in the SR exactly as it appears on the operator's
console. Save copies of all active or in-use trace files
for analysis by your HP representative. Save copies of all active or in-use log files for
analysis by your HP representative. Record all intrinsic result codes and messages that
appear at the HP 3000 console or at the terminal from which
the APPCCONTROL START command was issued. Always obtain a copy of the host generation for
ACF/VTAM and ACF/NCP and for the application subsystems that the
APPC subsystem uses. If the HP 3000 is communicating with
an AS/400, obtain a copy of the configuration on the AS/400. Note any differences between the actual system generation
and your expectations. Keep this information for your HP representative. Give a copy of NMCONFIG.PUB.SYS to your HP representative.
| | | |  | WARNING! The normal checks and limitations that apply to the
standard users are bypassed in privileged mode. It is possible for
a privileged mode program to destroy file integrity, including the MPE
operating system software itself. Hewlett-Packard will investigate
and attempt to resolve problems resulting from the use of privileged
mode code. This service, which is not provided under the standard
Service Contract, is available on a time and materials billing basis.
Hewlett-Packard will not support, correct, or attend to any modification
of the MPE operating system software. | | | | |
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