home *** CD-ROM | disk | FTP | other *** search
- The purpose of this document is to explain how to report a suspected OS/2
- defect to IBM via CompuServe.
-
- If you have How-to or other questions about OS/2, please submit an item to the
- appropriate section within the IBMOS2 or OS2DEV forum. There are many OS/2
- users and IBM employees who volunteer their time to assist fellow OS/2 users.
-
-
- IBM provides DEFECT support via CompuServe for these products:
-
- IBM OS/2 Base Operating System
- IBM OS/2 Extended Services
- IBM OS/2 LAN Server
-
-
- What the customer does:
-
- To use CompuServe to report a suspected defect with one of the IBM OS/2
- products listed above, a customer should do the following:
-
- Download PROBLM.TXT from the IBM Files Library (Library 17) in the IBMOS2
- CompuServe forum.
-
- Fill out the PROBLM.TXT as completely as possible using an editor.
-
- Using CompuServe mail, send the completed PROBLM.TXT form to the corresponding
- IBM OS/2 defect reporting id. OS/2 Base Operating System defect reports should
- be mailed to 76711,610. Extended Services or LAN Server defect reports should
- be mailed to 76711,611.
-
-
- What IBM does:
-
- IBM will reply as soon as possible, within 48 hours of the time we receive your
- PROBLM.TXT defect report.
-
- Note:
- The 48 hours excludes weekends and holidays. As an example, if you mail a
- PROBLM.TXT report on Friday at 6 PM, we will not receive that report until
- Monday morning.
-
-
- IBM will reply via CompuServe mail to each new PROBLM.TXT defect report we
- receive. Our reply to you will include a PMR number. This number is used by
- IBM to track each unique problem reported by each customer.
-
- The IBM reply will also include any other information necessary for the
- situation.
-
- If your problem description matches a previously reported defect that has been
- addressed (closed) by IBM, we will provide the explanation, work around, or
- directions to obtain a fix. Most fixes are available for download on
- CompuServe.
-
- If your problem description matches a previously reported defect that has not
- yet been addressed by IBM, we will inform you that you have added to the
- Interested Parties list for the IBM APAR. IBM will contact you once the APAR
- has been addressed.
-
- If your problem description does not match a previously reported defect, the
- IBM reply will indicate that your PMR has been forwarded to the analysts that
- specialize in problems of the type you reported. IBM will contact you when
- your problem is addressed. IBM may also contact you with requests for
- additional information needed to address your defect report.
-
- Note:
- We will use CompuServe mail for communication with you regarding your
- PROBLM.TXT defect report. However, if we feel that voice contact is
- necessary to expedite the process, we may contact you via telephone.
-
-
- Status inquiries:
-
- IBM is dedicated to resolving each PMR in a time frame acceptable to our
- customers. However, IBM does not guarantee a time frame in which a PMR will
- be addressed. If you have an inquiry regarding the status of your PMR while
- IBM is working on it, please feel free to reply back to us via CompuServe
- mail. We will check the status of your PMR and reply to you within 48 hours.
-
-
- Acronyms:
-
- PMR- (problem management record). A PMR is created for each problem reported
- by each customer. It is often the case that several PMRs are opened on the
- same underlying problem. However, the problem is reported by different
- customers.
-
- APAR- (authorized program analysis report). An APAR is opened on each unique
- problem that is to be addressed by development. If an APAR is opened on a
- problem, it is associated with the PMR that initially reported the problem.
- Each additional PMR regarding that problem is added to the Interested Parties
- list for that APAR. There may be several PMRs opened from different customers
- regarding one unique problem, but only one APAR.
-