I had a somewhat similar situation, but it only lasted a couple of hours. A
customer had a problem with using SDSF, in that many of its functions
wouldn't work. This happened to several users. I finally put in a call to
IBM support. I put it in at a severity 2, and the level 1 person said they
couldn't call me till the next day. I made it a Sev 1, and someone called
me back within 20 minutes or so. What I really thought was interesting - he
was in Tazmania.
While waiting for him, I started looking at some of the datasets in the
logon proc. I found that a change had been made to the logon Clist that
this user used. A dataset in one of the concatenations was commented out.
The + at the end of the comment was within the /* */ . I sent the level
2 guy that information, and he said that was causing the rest of the
datasets after that comment to be ignored, since the + was inside the
comment. I put the + after the comment, and it worked fine.
Had I not made it a Sev 1, many people who started at 8:00 the next day
would have also had this problem.
Eric Bielefeld
Sr. Systems Programmer
----- Original Message -----
From: "Edward Jaffe" <[email protected]>
Newsgroups: bit.listserv.ibm-main
To: <[email protected]>
Sent: Friday, November 30, 2012 9:53 AM
Subject: Changing PMR Severity (Was: Makes me love most of my z/OS software
vendors)
On 11/29/2012 10:55 PM, Timothy Sipples wrote:
Nevertheless, you are allowed to mark the problem incident as Severity 1
whenever you have somebody on shift.(*) Therefore it's possible to have
your first qualified support person come in at, say, 8:00 a.m. and raise
the PMR to Severity 1. Then, as your last qualified support person turns
the lights out, that person lowers the PMR to Severity 2 (or lower if
appropriate). Loop, repeat if necessary. That's entirely within the rules
and even expected/recommended if you have a problem requiring Severity 1
attention from IBM.
Interesting concept. Is this a common practice? Is anyone on IBM-MAIN
routinely doing this?
--
Edward E Jaffe
Phoenix Software International, Inc
831 Parkview Drive North
El Segundo, CA 90245
http://www.phoenixsoftware.com/
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