Question & Answer
Question
I'd like someone from IBM Level2 Support to help me with a VSAM file control problem in CICS Transaction Server for z/OS (CICS TS). When I have a VSAM file control problem in CICS TS, should I open a service request (SR) against CICS TS or CICS VSAM Recovery for z/OS (CICS VR)? What information should I be prepared to provide to Level2 Support?
Note: service requests were previously known as problem management records (PMRs)
Answer
If you are experiencing a CICS TS file control problem with a VSAM data set which looks like a defect in CICS TS and you plan on opening an IBM Service Request (SR), one of the product choices displayed is "CICS VSAM Recovery for z/OS". You might think that is exactly what you need, but "CICS VSAM Recovery for z/OS" is a separate product from CICS Transaction Server for z/OS and is used for performing forward recovery and/or batch backout of online or batch updates to VSAM files. You can avoid delays in getting defect support help for a CICS VSAM file control problem by opening the SR for "CICS Transaction Server". You should only open an SR for "CICS VSAM Recovery for z/OS" (CICS VR) if you are having a defect problem with the CICS VR product itself.
You may also find helpful information on collecting diagnostics for CICS VSAM file control problems from these references:
Collect troubleshooting data for file control (VSAM RLS) problems in CICS TS for z/OS
Collect troubleshooting data for file control (VSAM non-RLS) wait problems in CICS TS for z/OS
Product Synonym
CICS/TS CICSTS CICS TS CICS Transaction Server;CICSVR CICS VR
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Document Information
Modified date:
07 May 2015
UID
dwa1162249