There are two basic steps that need to be followed in order to prepare your hardware data.

  1. Gather diagnostic data.
    • Your IBM SSR will inform you about diagnostic data and any specific data preparation required for which problem tracking system.
    • Your IBM SSR will provide you with a Problem Management Record number, which could be a PMR-(PMH), a RCMS- or a CROSS-ticket number, depending on your geographic location and type of hardware. Write this down.
      • Example for RCMS ticket id - country: RCMS-011H567-002
      • Examples for CROSS service request number: CROSS-011H567 or CROSS-011H567-002
  2. Send data
    • Send data to IBM using the most appropriate method. The preferred methods are HTTP / HTTP(S) or FTP / FTPS. Problem data for RCMS- or CROSS-tickets less than 20MB can also be send by an Email using the correct naming convention.
    • Your IBM SSR will inform you what directory to use.

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IBM problem tracking services

IBM uses different kind of problem tracking services for different kind of hardware and geographic locations. Here a list of the most common ones:

  • RETAIN
    There are PMS and PMH records. PMS is for software records, PMH for hardware. In US, Power platform and system z uses RETAIN system for tracking HW problems In Europe, a HW problem is reported to RCMS first. The field engineer (1st level) uses RCMS to repair a HW system. As soon as the next support level is involved, a PMH is opened.
  • RCMS
    RCMS covers problem records for all kind of IBM HW data for Europe and LA.
  • CROSS
    CROSS covers US Geo for mainly System x platform hardware records.

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