.chapter VAX Problem Reporting .IF NBI .RM70 .LM0 .ENDIF NBI .IFNOT NBI .! Use .RM72 for 10 Pitch. .RM84 for 12 Pitch .! Margins set for 10 pitch .RM72 .LM5 .ENDIF NBI .NO HEADER .HEADERS ON .STHL ,0 .enable bolding .flags bold .AP VPW V4.0 has a new facility to report the problems our staff encounter while using the VAX. The previous, canonical methods of reporting a problem was for the person encountering the problem to walk to the system manager's office with the problem in hand, call the system manager on the phone, or have the system manager paged. While this is undoubtedly the most direct and straight forward method of reporting a problem and getting help, it has its drawbacks. At times there was no one available to report the problem to. At other times, lines existed outside of the system manager's office and some persons with problems had to wait for a considerable time for someone to get around to them. No log was kept of the number of problems worked on, so no solid information was generated as to how much staff support is necessary for running the VAX and solving problems when they occur. Moreover, since no record was kept as to what problems were encountered and solved, the solutions discovered for a particular person could not be directly transferred to another person with a similar problem. Finally, there was no way of splitting up the work between our more knowledgeable staff. The first person cornered was the one stuck with providing a solution. The VAX Problem Reporting facility tries to address these problems. .hl 1 Introduction The VAX Problem Reporting Facility (VPR) may be accessed from VPW from either the VAX Data Base Menu or from the VPW Utility Tool Box menu. VPR should be useful both for those of us who have problems to be answered and for those of us interested in finding answers before encountering problems. It provides the VAX user with the ability to; .list .le;Submit a problem report. .le;Supply new information (Update) for an existing problem report. .le;Obtain an index of all problem reports or just those reports concerning specific topics/keywords. .le;Read an answer to a problem report. .end list In addition, VAX operators can use VPR to answer a VPR submitted by VAX user. The design of VPR is such that it can provide a centralized problem reporting and solution services across our entire VAX network and will tie SPR answers (DEC's problem solutions) into our internal problem reporting/answering system. When a problem is encountered, the VAX user should first determine how serious it is. If the computer has caught fire, a loud, screaching noise is coming from a disk drive, the terminal is smoking, or some condition is preventing you from doing something critical or getting any useful work done (your disk quota went to zero), then don't worry about VPR. Go find a person who can provide HELP in real time. For most other non-life threatening situations, it is preferable for you to submit a VPR. When you submit a VPR, the following things happen. .list .le;The person(s) in charge of answering VAX Problems are immediately notified (via MAIL) that you have submitted a problem report. .le;The problem report is entered into our VAX's VPR data base. .end list .hl 1 Using The VAX Problem Reporter When VPR starts up the following menu is displayed. .tp 14 .nj .nf .b ^*VAX System Problem Report\* Choose: ^*S\*ubmit - Submit a problem report .b ^*A\*nswer - Answer a problem report ^*D\*ata ^*B\*ase - VPR Data Base Manager ^*I\*ndex - Index of problem reports ^*R\*ead - Read a problem report and its answer ^*ST\*atus - View status of a VPR(s) ^*U\*pdate - Update an existing problem report ^*E\*xit - Exit ^*PF2\* / ^*PF4\* - HELP / New VPW Window Choice: .f .j The PF2 (or HELP key on VT2xx terminals) will provide help in using VPR and the PF4 (or F20 key on VT2xx terminals) will provide you with a new window in case you want to temporarily exit from VPR (answer mail, send mail, etc.). The ^*A\*nswer and *Data *Base options only appears in the display for VAX operators who are allowed to answer problem reports. Problem reports can exist in three major states. When an index of problem reports is done, the state and impact of the reports is displayed. .list .le;The state/impact may be OPEN. When a report is first submitted it is marked as being open (unless FYI only). This means that a solution, or final solution has not yet been supplied. Either work will (or should) continue in supplying a solution, or the problem has been submitted to DEC (via an SPR) for a solution. Four subcatagories of OPEN exist. They are OPEN/URG, OPEN/SEV, OPEN/MOD, and OPEN/MIN depending on whether the problems impact on the staff is rated as Urgent, Severe, Moderate, or Minor. .le;The state may be CLOSED. When an operator supplies a "final" solution for an outstanding OPEN problem, the operator should mark the problem report as being closed. No further action is scheduled on CLOSED problem reports. .le;The state may be SPR__SENT. If analysis of the problem report indicates that the problem is caused by a problem inherent in DEC's software (i.e. a BUG), a problem report known as an SPR (Software Performance Report) is sent to DEC. If this happens, SPR__SENT is marked as the status of the VPR and the local SPR submittal code is set in the VPR index to cross reference the SPR answer when it arrives from DEC. The SPR Database option may be selected from the VPW Data Base menu and this facility used to track the status and answer to the SPR. .end list .hl 2 The Submit Option When you elect to submit a VPR, the system prompts you for a statement of the problem. Briefly summarize your problem in a single line of up to 70 characters. Include keywords which will help others know what software/hardware component caused your problem. This is important for using the Index function because it can be used to search for specific topics. For example, if you encounter a problem with DECALC when reproducing cells within a spreadsheet the statement "DECALC fails when reproducing cells" is far, far more useful than, "Reproducing does not work" and is far, far less likely to get a somewhat funny answer requesting additional details on the problem. After entering your statement of the problem, you will be asked to rate the severity level of the problem. The choices are Urgent, Severe, Moderate, Minor and Closed (FYI). If the severity level of the problem is greater than Moderate, please explain why when VPR asks you edit in the description of your problem. Next you will be dropped into the editor at the bottom of a prototype problem report. It is assumed that you know how to use our editor, VPWEDIT. You can do anything you can do normally in the editor including incorporating text files into your VPR which illustrate your problem. For example, you have a short Fortran program which does not work. Well, it can be included. In general though, if you have a long program, or a listing, or a copy of the terminal screen which is relevant to your VPR, include in the VPR the information necessary to access this external information. For example, you have a Fortran program which just will not compile. In the VPR include a line to the effect that .lit "my file KMS$FEDUSR1:[DOWNWARD]FOOBAR.FOR will not compile". .end lit Then leave that file alone. Do not delete it since the person answering you VPR will undoubtedly want to look at it. Or if you have a listing or screen copy, mark on the listing or screen copy the number assigned to the VPR. Include in the VPR a statement to the effect that the listing has been left in the Mail Box of VPR$MANAGER. You can find out who VPR$MANAGER is by typing the command .lit $ SHOW LOGICAL VPR$MANAGER .end lit When, VPR mails you notification that your VPR has been submitted, the message tells you whom the problem was submitted to. When you have finished typing in a description of your problem (and please give as much detail as possible), exit from the editor by typing ^*PF1#7#EXIT\* (GOLD Command Exit). When you do this, VPR will prompt you and ask you if you really want to send it. If you answer "Y" or "y" or some form of "Yes", the report will be added to the VPR data base (on VPR$FILES), the VPR index will get updated, and VPR$MANAGER will get sent a mail message saying that you just submitted VPR Number xx. VPR will also send you a mail message saying that you submitted VPR Number xx. This is for your records. .hl 2 The Answer Option Only system operators may use the answer option. It does not display on the standard menu. When selected, the operator is prompted for a VPR Number to answer. Just as with the read option, the VPR and leading "0"s may be omitted. If the operator has just read a VPR, that VPR number becomes the default VPR number for answering and simply typing a return will select answering that VPR. At other times, a RETURN will simply return the operator to the main menu. When the operator selects a VPR number to answer, the operator is first asked the name of the component (software program) causing the problem and the length of time required to solve the problem. The operator should implicitly add in the length of time required for editing in the answer to the VPR. The operator is then dropped into the editor and may type in an answer. When the operator exits the editor, VPR prompts to ask if the operator wants to send the VPR answer. If the answer is "Yes", the operator is asked for the VPR's disposition (*Open, *Closed, *SPR__Sent). At any prompt for input, sending the VPR answer may be aborted by typing Control-Z, except, of course, while you are in the editor. Finally, the VPR answer is placed in the VPR$FILES, the VPR index is updated to reflect the date of answer, VPR's status, and the disposition of the VPR and the user submitting the VPR is mailed a message stating that the VPR has been answered. .hl 2 The Data Base Option The Data Base option drops an operator into the VPR flavor of NOTEBOOK. This option is only available to system operators. At this point the operator can directly manipulate the records in the VPR index file VPR$FILES:VPRLST.FIL. If desired the operator can modify the abstract (statement of the problem) or any other record in the index. The use of Notebook is documented in the VPW users manual. .hl 2 The Index Option If you select the Index option, you are prompted for a search string. If you just hit RETURN, you will get the index of all existing VPRs. However, you may enter a search string obeying all the rules for NOTEBOOK searches. You can search on just on topic, ie enter, OPEN, and get a list of all OPEN reports (and any reports specifying problems with OPEN), or you can specify multiple search strings separated with "|" (vertical bar). To obtain an index of all problems for which an SPR was sent which related to DCL one would enter SPR__SENT|DCL. When the index is complete, you are asked to "Press RETURN when ready" and when you do, you return to the main menu. .hl 2 The Read Option When you select the READ option, you are prompted for a VPR number to read. A simple RETURN or Control-Z at this point returns you to the main menu. If you don't know which one, use the INDEX option. You also can enter a "?" to get a directory of all existing VPRs. Enter a valid VPR number. You may enter this number exactly as in the index, or you may omit the leading "VPR" or any of the leading "0"s in the VPR number. If you do not enter a valid VPR number, the system will tell you and ask you again to enter a number. If you enter a valid VPR number, first the VAX problem report is typed out to your terminal. Next, if an answer exists, the answer is displayed. If the answer does not exist, the status of the VPR is displayed. Finally, when the displaying of the report and its answer(s) (if any) are complete, you are asked to "Press RETURN when ready". If you do so, you return to the prompt asking for a VPR report number to read. However, at this point system operators may choose to type ANSWER, and immediately drop into VPR answering mode. If they do so at this point, the last VPR read becomes the default VPR to answer. When a VPR answer is typed to your terminal, you should note several things. First, at the top of the VPR answer is the name of the person answering your problem. If you do not understand the answer, or if the answer just does not work, or if you have a comment on the answer, you should consider mailing that person a message stating your problem (maybe even phone them if the problem is seriously hindering your work). You might also consider updating the VPR which again marks it as OPEN. and notifies VPR$MANAGER that the VPR has been updated. Next, you should note the length of time which was spent in answering your problem. We currently do not have any staff whose primary function is VAX user support. Time spent solving problems, is it time not spent doing their primary function. If your problems are caused by software just not working properly, they should be reported at once as they will affect everybody's work. On the other hand, if the problems are caused by not having read the appropriate manual or documentation, perhaps it would serve both the company's and your interest for you to get the appropriate manual or documentation and read it. .hl 2 The Status Option The Status option is similar to the Index option except that all status information on a VPR or a collection of VPRs is displayed. When chosen, you are prompted for Selection Criteria. At the prompt enter the selection criteria separated by vertical bars. Useful criteria might be the VPR number, the keywords OPEN, CLOSED, or SPR__SENT, the name of the user submitting the VPR, or even a possible topic of interest such as VPW. For example at the selection prompt one could enter VAVRA|OPEN|VPW to find out the status of any open VPRs sent by VAVRA which were either marked as having VPW as the problem component or for which the keyword VPW appeared in the VPR problem statement. .hl 2 The Update Option The Update option exists for those of you who enter a VPR and later discover that you have more information available which should be added to the original. It can also be used to update and request that the VPR be reopened if the answer to the original VPR does not meet your needs. Please note, any user on the VAX can update an existing VPR with additional information. However, only the original user will be notified by VPR$MANAGER of answers to the VPR and any of its updates. When you request an update, you will be prompted for a number of a VPR to update. You may only update an existing VPR. If you select an existing one, you will be dropped into the editor to edit in your information. When done, exit from the editor and you will be asked if you want to complete updating the VPR. If you answer yes, you will be asked to restate the severity/impact of the VPR and then the VPR will be updated. If you answer anything but yes, you will be informed that the VPR was not updated, and you will be returned to the menu.