Preparing to Raise a Support Case

We recommend that you follow the guidelines presented here to prepare to log a support case.

The following is good practice for gathering information about your problem so you can pass it on to Micro Focus Customer Care. This information is required for all support cases:

Micro Focus product serial number

To locate your product serial number, look in the subject line and body of either your Electronic Delivery Receipt email or Micro Focus Software Activation Information email that you received from Micro Focus when you activated or got a license key.

Computer make and model

You should be able to find this information somewhere on your physical computer.

Details about your problem

When you raise a support case, you are asked to provide the following as you log the case. Before doing so, consider the following:

• An accurate subject line that briefly and succinctly describes your problem. :

  Data Subsetting throws error WRC0483.

  rather than a more general and less useful description such as:

  Problem with Data Subsetting.

• A full description that provides:
  • Context for the problem
  • Your own observations and knowledge
  • Step-by-step instructions that your Micro Focus engineer can follow to reproduce the problem
  • For compilation problems, compiler directive options used
• The version number for the z/OS component, found on the Main Menu panel.
• Whether you are using the Standard or Client/Server configuration.
• The data stores you are working with, including client-side and server-side versions where appropriate.
• Details of the data store contents, for example:

  DDL, DCLGEN, or SYSPUNCH  (for SQL data stores)
  Copybooks (SEQ, VSAM, GDG, DL/I)
  FDT (ADABAS)
  DBD (DL/I)