Supplying information to the Support Center

If a problem occurs, you can open a ticket describing the incident on the HCL Software Support site.

You will need to give a severity level for the problem. Severity levels can be 1, 2, or 3, and they have the following meanings:
Severity level 1
Indicates that you are unable to use HCL Workload Automation for Z, resulting in a critical condition that needs immediate attention
Severity level 2
Indicates that you are able to use HCL Workload Automation for Z, but that operation is severely restricted
Severity level 3
Indicates that you are able to use HCL Workload Automation for Z with limited functions, but the problem is not critical to your overall operation.

When deciding the severity of the problem, take care neither to understate it nor to overstate it. The Support Center procedures depend on the severity level so that the most suitable use can be made of their skills and resources. Your problem will normally be dealt with immediately if it is severity level 1.

The primary keywords are ABEND, ABENDU, DOC, INCORROUT, LOOP, MSG, PERFM, and WAIT, corresponding exactly to the problem classification types used later in this book. Strings containing other keywords are also useful. These are not predefined and might include such items as a message or message number, an abend code, any parameters known to be associated with the problem, or, for example, the name of a feature of HCL Workload Automation for Z. You should keep all the information relevant to the problem, including logs, dumps, and traces.