Follow the directions in APAR II02709 when gathering documentation to send to the change team. If you do not have access to the RETAIN® database, ask your IBM® representative to obtain a copy of APAR II02709 for you. If you cannot submit the documentation electronically, use an APAR box, which you can obtain from your local IBM branch. APAR boxes are clearly marked as such, and they have a panel where tracking information such as the APAR number can be written.
Ship all your documentation and notes in one or more APAR boxes, making sure that the boxes are marked, for example, "1 of 2", and so on, if you need to use more than one.
If you include any magnetic tapes, ensure that this is clearly indicated on the outside of the box. This lessens the chance of their being stored in magnetic fields strong enough to damage the data.
To make sure the documentation reaches the correct destination, that is, the CICS® change team, the box should be marked:
SHIP TO CODE 5U6
You also need a mailing label with the address of the CICS change team on it.
When the change team receives the package, this is noted in your APAR record on the RETAIN system. The team then investigates the problem. Occasionally, they need to ask the Support Center to contact you for more documentation, perhaps specifying some trap you must apply before getting it.
When the problem is solved, a code is entered on RETAIN to close the APAR, and you are provided with a fix.
You can enquire any time at your Support Center on how your APAR is progressing, particularly if it is a problem of high severity.