Conference rdgeng::cics_technical

169.0. "RETAIN ?" by CSC32::C_BENNETT () Tue Feb 11 1997 14:25

    Given the limited information available to me I am trying to figure out
    how to work with the IBM RETAIN system.  From what I have gathered so 
    far the "level 1" support level works out of the OSFCIC, 21G.   The 
    "level 2" group works out of CICDIG, 29G.  
    
    This system is far from "user friendly" and the lack of any useful
    documentation makes the situation even worse.  
    
    CS OSFCIC to show the que uncovers - 
    
        A few issues first of all - the OSFCIC,21G que seems to be clutered
    >   up what seems to be dead calls.    Could these calls be cleaned up
    >   by the call owner or someone else?   Could we CC the calls?   
    
    When updating a call with information from the customer and getting 
    back to level 2 support I seem to be having problems (or IBM is
    ignoring me!).    What I do is use
    
    		CS OSFCIC,219    -  find PMR
                #of call / CD    - dispatch to call
                
     at this point it seems I am having problems with the CR (call reque)
     I assume that at this point I need to cut the new text and somehow
    get the call to into the level 2 que - where does the level 2 support
    que information get input into the screen?    How can I verify that
    the call did indeed get elevated to the level 2 que?  
    
    Could someone who has figured this ungodly user unfriendly mess out 
    (AKA RETAIN) clue me in? 
    
    At one point an IBM type came out and gave a brief overview of what
    a "PMR / APAR etc is but no HANDS ON / use the system to do anything
    productive was taught!