Tips on Preparing Information for Support.

Document ID : KB000055899
Last Modified Date : 14/02/2018
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Gathering the Relevant Information support Will Need to Assist You
If you should contact support for assistance, and you are asked to provide documentation, please send everything. Send all the JESMSGS, JESJCL, C1MSGS, and any other trace outputs, dumps, or diagnostic aids. Sending incomplete information to support may result in more requests for information and delay the resolution.

If a problem occurs while running CA Endevor Change Manager in batch, send the entire SYSOUT of the job in question. If the problem is happening in foreground processing, provide a detailed explanation of what was executing at the time of the error. Step-by-step details of how you received the error are most helpful, as are Panel ID's or "screen shots". If possible, capture the C1MSGS file-this contains information on Endevor actions, SCL and processor execution.

Obtaining Diagnostic Dumps
If CA Endevor Change Manager is abending, try to capture a SYSMDUMP. If that is not possible, send a SYSUDUMP. Do not send an ABEND-AID dump. An ABEND-AID dump will not provide our support team with the necessary storage and information required to provide a timely resolution. Tip: To disable Abend-aid, insert the DD statement; //ABNLIGNR DD DUMMY in to the abending job.

If CA Endevor Change Manager goes into a wait state or continuous loop, dump the address space before canceling the task. Don't cancel first and then dump, because a "cancel with a dump" may not include critical information on the initial cause of the event.

How should you send information to support?
If your problem documentation contains the JES output along with the C1MSGS file, you can email this to support as a .TXT or .ZIP file. You can also send a small dump in an email as a .ZIP file.

If the output is very large or contains an IPCS dump, you need to FTP it to support. When you contact support, they will create an FTP directory for you to use to send the information.

IPCS and SVC dumps are spanned binary files, which do not FTP well in their original format. They must be tersed using the IBM utility TRSMAIN. Then you can FTP them using binary mode. Tip: To make sure the dump will be delivered in a readable format, test unpacking it before you FTP it.

The JCL below is an example of TRSMAIN and batch FTP. Note: this example assumes there is no internal firewall at your site. If your site has a firewall contacts your internal FTP team for the procedures necessary to get past your firewall.

//*===================================================================
//*  THIS JOB COMPRESSES A DUMP WITH TRSMAIN AND PLACES IT ON THE CA
//*  ANONYMOUS FTP SERVER.
//*===================================================================
//* INSTRUCTIONS:
//* 
//*  1) TYPE CAPS OFF ON THE COMMAND LINE.  THIS JCL IS CASE
//*     SENSITIVE.
//*  TRSMAIN STEP:
//*   2) CHANGE SAMPLE.DUMP TO your dump's file name.
//*   3) Change TRSMAIN.PACKED to a dsname valid for your site
//*   4)  Adjust primary and secondary space values accordingly
//*  FTP step:
//*   5) CHANGE userid TO YOUR CA SupportOnline userid 
           Change password to your CA SupportOnline password
//*   6) FOR :  cd /site-id/contact-nn/files_from_customer 
//*       THIS LINE IS CASE SENSITIVE change site-id  to your 7-digit CA site-id (include leading 0)
//*        change contact-nn to the issue number referenced by the support technician (e.g. 12345678-01)
//*    7)  If sending a text file change bin to ASCII, otherwise leave it alone
//*    8) PUT the TRSMAIN.PACKED file and optionally rename it (e.g., dump.trs)
//*    9)  SUBMIT THE JOB.
//*
//*=================================================================== 
//* MAKE SURE ALL DATASETS ARE NOT ALLOCATED
//*===================================================================
//PREDEL   EXEC PGM=IDCAMS,REGION=0K
//SYSPRINT DD  SYSOUT=* 
//SYSIN    DD  * 
  DELETE TRSMAIN.PACKED
  /*  */ 
  SET MAXCC=0
//*===================================================================
//* COMPRESS THE DUMP USING IBM TRSMAIN 
//*===================================================================
//TRSMAIN  EXEC PGM=TRSMAIN,PARM='PACK',TIME=15
//*STEPLIB  DD  DSN=DIST.TRSMAIN.LOADLIB,DISP=SHR
//SYSPRINT DD  SYSOUT=*,DCB=(LRECL=133,BLKSIZE=12901,RECFM=FBA)
//INFILE   DD  DSN=SAMPLE.DUMP,DISP=OLD
//OUTFILE  DD  DSN= TRSMAIN.PACKED,
//             UNIT=3390,DISP=(NEW,CATLG,DELETE),
//             SPACE=(CYL,(pp,ss),RLSE)
  
//SYSIN    DD  DUMMY
//*===================================================================
//* FTP TRSMAIN DUMP  TO  FTPU.CA.COM
//*===================================================================
//PUTDUMP  EXEC PGM=FTP,REGION=0K
//SYSPRINT DD  SYSOUT=*
//SYSTCPD  DD  DSN=VTAM.TCPIP.TCPIP.DATA,DISP=SHR
//OUTPUT   DD  SYSOUT=* 
//INPUT    DD  * 
supportftp.ca.com 
Userid
password
cd /site-id/contact-nn/files_from_customer                                 
bin
put '.trsmain.packed' dump.trs
quit
/*
//*===================================================================  
//* CLEAN-UP THE TEMPORARY DATASET 
//*===================================================================  
//DELETE   EXEC PGM=IDCAMS,REGION=0K 
//SYSPRINT DD  SYSOUT=*
//SYSIN    DD  *
  DELETE TRSMAIN.PACKED
  /*  */ 
  SET MAXCC=0
//*===================================================================  
//*    NOTIFY
//*===================================================================
//NOTIFY   EXEC PGM=NOTIFY,COND=EVEN,PARM=userid

If you can only FTP from the TSO ready prompt, note the following information:

  1. The server prompts are case sensitive.

  2. The login name is your CA SupportOnline userid.

  3. The password is your CA SupportOnline password.

  4. Issue the cd command on one line (cd /site-id/contact-nn/files_from_customer).

  5. If you are sending something in binary make sure you issue the bin command to set binary mode.

Once the file has been uploaded to the FTP server, the technician assigned to your issue will be notified. You can call support or update your issue on support.ca.com with the details of the files you sent (tersed, size, lrecl, and so on). Tip: If the files are being sent after normal support hours and the issue is a severity one (Sev1), call the support hotline to page the on-call technician who can start processing your output.