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BackEscalation checklist
Information Required to Escalate 'AS400' Issues |
Document ID:FA881 |
| 01/10/13 | Properties |
Environment
Solution
Overview
Collect or capture all information below before opening an escalation item with Lexmark's product engineering team.
Level 2/SE NOTE: Before escalating to Level 3, it is expected, but not required, that Level 2 and/or SE has already simulated the issue. Please include the results of your simulation in the SR track notes.
ALL Escalations (Required)
- Complete problem description, to include:
- Number of affected devices
- New roll out or new installation
- Readily repeatable or random issue
- All SR ticket numbers (Service Requests)
- Full part replacement history
- Company
- Account Name
- Account Address
- Customer Name
- Phone Number
- Email Address
- Device Machine Type/Model
Step 1: Menu Settings
A copy of the device's Menus Settings is required for ALL escalations. Click here if your uncertain how to obtain this information.
This information is valuable to product engineering and development teams since it displays all the printer's critical configuration setting values.
Step 2: Information Capture
See table below.
Step 3: Submit information to Technical Support
| Requirements | Relevance | How to obtain |
| Provide step-by-step instructions to reproduce this observed behavior. | Info used for simulation and analysis | Enduser provided |
| Provide information on problem frequency. | Info used for simulation and analysis | Enduser provided |
| How long has this issue been observed? | Info used for simulation and analysis | Enduser provided |
| How many printers are having this issue? | Info used for simulation and analysis |
Enduser provided Example:
|
| Are any other printers working properly? | Info used for simulation and analysis |
Enduser provided
|
| Can you find an commonality between printers having this issue? | Info used for simulation and analysis | Enduser provided |
| What Data Stream is being used? | Info used for simulation and analysis |
Enduser provided
What is the SCS/TNe code level? Provide the Short IDB Status Page. |
|
Mixed datastreams being sent to the printer? |
Info used for simulation and analysis |
Enduser provided For example, printer also prints PCL and PS PDLs. Or, printer only prints AS400 data. |
|
Operating system and print application being used on the host? |
Info used for simulation and analysis | PSF; VPS; CICS; LPR; Others |
|
Operating System Version |
Info used for simulation and analysis | Enduser provided |
| What is the attachment type? | Info used for simulation and analysis |
Enduser provided Examples:
|
|
Info used for simulation and analysis |
Enduser provided See Step 1 if there are any uncertainties on how to obtain this information. |
| Have any changes been made to the network or environment around the same time as failures started occurring? | Info used for simulation and analysis | Enduser provided |
| Network trace | Info used for simulation and analysis | Click here for more information. |
| IPDS trace | Info used for simulation and analysis | Click here for more information. |
| Spool file | Info used for simulation and analysis | Click here for more information. |
| Recovery methods deployed or implemented? | Info used for simulation and analysis |
List the recovery method. Example: Reset the printer, network adapter, or power cycle the printer. |
| Print Samples | Info used for simulation and analysis | Good versus bad output. |
| Copy of the printer definition member from the host showing the installed options and parameters. | Info used for simulation and analysis | Enduser provided |
| Provide all error messages from the printer and the system host. | Info used for simulation and analysis | Enduser provided |
Contact Lexmark
Please see Contact information to initiate all escalations with Lexmark Technical Support. NOTE: When calling for support, you will be asked for your printer machine/model type and serial number (SN).
Please be near the products described in this article, and be prepared to submit all escalation information to technical support. This will expedite the support process and reduce call-back situations.