Issue

Enhanced Definition

In the context of mainframe and z/OS, an **issue** refers to a problem, defect, incident, or any unexpected behavior that deviates from normal system operation or expected application functionality. It requires investigation, diagnosis, and resolution to restore proper function or performance.

Key Characteristics

- Can manifest as application errors (e.g., abends, incorrect output), system failures (e.g., IPL issues, resource contention), or performance degradation.
- Often identified through system logs (SYSLOG, JOBLOG), monitoring alerts, user reports, or batch job failures.
- Typically categorized by severity and impact, ranging from minor cosmetic bugs to critical system outages affecting business operations.
- Resolution often involves debugging, applying program temporary fixes (PTFs), modifying application code, or adjusting system configurations.
- Tracking and management of issues are crucial for maintaining system stability, data integrity, and meeting service level agreements (SLAs).

Use Cases

- A COBOL batch job ABENDing with a S0C7 (data exception) due to invalid input data, requiring a code fix or enhanced data validation.
- A CICS transaction experiencing a storage violation (e.g., ASRA abend) leading to transaction failure and potential instability of the CICS region.
- A DB2 query performing poorly, causing application timeouts and impacting online users, necessitating query tuning, index creation, or RUNSTATS execution.
- A system-level problem, such as an IPL failure or a critical z/OS component issue, requiring immediate attention from system programmers and potentially IBM support.
- An APAR (Authorized Program Analysis Report) being opened with IBM to report a newly discovered defect in z/OS or related IBM licensed program products.

Related Concepts

Issues are central to problem management and incident management processes, where they are logged, tracked, and resolved according to defined procedures. Their resolution often triggers change management procedures, especially when applying PTFs (Program Temporary Fixes) or deploying new application code. They are closely linked to debugging and troubleshooting methodologies, which are employed to identify their root causes. Furthermore, recurring issues can highlight areas for improvement in system monitoring, application design, and quality assurance.

Best Practices:

Document Thoroughly: Log all relevant details, including error codes, timestamps, symptoms, affected components, and steps to reproduce the issue, typically in a problem management system.
Prioritize Based on Impact: Assign severity and priority levels based on business impact, number of affected users, and system availability to ensure critical issues are addressed first.
Utilize Monitoring Tools: Implement robust SMF, RMF, and third-party monitoring solutions to proactively detect and alert on potential issues before they escalate.
Perform Root Cause Analysis (RCA): Go beyond symptom resolution to identify and address the underlying cause to prevent recurrence and improve system resilience.
Maintain Clear Communication: Keep stakeholders informed about the status, impact, and expected resolution times of critical issues, especially during outages.
Leverage IBM Support: For system software issues, open PMRs (Problem Management Records) with IBM, providing detailed diagnostic information (e.g., dumps, logs) to expedite resolution.