As much as I gripe about missing function in IBMLink 2000, at least it lets one bypass phone support so that accurate problem details and cut/paste of smaller logs can be placed directly into the initial PMR. Doing so usually results in a valuable return on time invested instead of seeing PRM's taken by phone with things like: 'customer reports error message ist1234ee in v.t.a.m.' (not an actual report, but a life-like example).
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