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Information required by customer support

Before contacting customer support, please have the following information available:

• Product release numbers and maintenance level – This information can be obtained via the console commands DIF STATUS and SL.

  F DIF,STATUS
  F DIF,SL
  

• Job output – Please gather any information documenting the problem. Include JCL, JES system messages output, and any available trace output.

• The product rule statements – These statements are usually contained in a member in the SCC rule library: DTS.R71.RULELIB.

  The DIF STATUS console command displays the names of the primary rule members used by the products. If you use subrules, the DIF LIST RCT console command can be used to show all the rule members in use by the products.

• Operating System and SMS release information – This information can be obtained from the DIF started task SYSPRINT file output on the third line beginning with OPSYS in the message text.

• For problems with VSAM files – Include the DEFINE CLUSTER input statements, job SYSPRINT output, and a LISTCAT of the VSAM file.

Frequently asked questions

Most common technical calls are related to problems in debugging the rule language. If a product does not seem to be functioning properly, and you suspect the rules aren't working correctly, the following steps can help determine why:

Tracing

If possible, rerun the job step with a trace DD statement. If the step cannot be rerun, simulate the failing step as closely as possible.

The trace DD statements used by the products are:

//ACCTRACE DD DUMMY
//MONTRACE DD DUMMY
//DSLTRACE DD DUMMY

Tracing messages will appear in the JES system messages section of the job output (usually the third output file), or in the SYSPRINT file for VSAM DEFINEs.

For example, the following TSO allocate command can be used for ACC/SRS testing:

ALLOC FI(ACCTRACE) DUMMY

SMF Reports

For SRS problems, if the job can't be rerun, the SMF reporting programs SRSSMF and DIFMFPRT can be very helpful in diagnosing a failure.

To ensure that SMF reporting is active, specify the rule language statement:

Validation Failures

For product validation failures during startup or shutdown due to conflicts with other products, see the Precisely support article.