How To
Summary
Collecting system data is an important step in problem resolution. Read the following steps to collect this information.
Steps
Basic AIX Support is structured to provide subject matter experts (SMEs) based on technical components. With no clear problem description, a case might experience many delays as it is escalated across technical component teams. To ensure the highest level of skill engagement, and timely resolution, the following information is required:
- What is your preferred communication method?
- List any error messages (provide full output)
- Describe the unexpected behavior
- List all applications possibly associated with the problem
- List all steps to reproduce the problem if possible
- When did the problem begin?
- Were any changes applied to the product, or system, which seemed to introduce this problem?
- Upload system data for analysis.
- For instructions, see Working with IBM AIX Support: Collecting snap data.
9) If this case is a severity 1, refer to Working with IBM AIX Support: Severity 1 Expectations.
If you are unable to provide this information, and require IBM assistance to perform data collection, or describe the issue, there are more fee-based services available. You can read about IBM Support Offerings here: https://www.ibm.com/support/pages/ibm-support-offerings or, you can ask the support engineer to request an AIX Duty Manager who can help arrange these services.
Related Information
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Document Information
Modified date:
11 September 2020
UID
ibm11285348