Path: utzoo!utgpu!news-server.csri.toronto.edu!rpi!usc!cs.utexas.edu!romp!auschs!awdprime!snap.austin.ibm.com!moody
From: moody@snap.austin.ibm.com
Newsgroups: comp.unix.aix
Subject: Re: Making A request to IBM
Message-ID: <6378@awdprime.UUCP>
Date: 3 Apr 91 20:45:09 GMT
References: <1991Mar19.152638.19508@athena.mit.edu> <3326@pensoft.UUCP> <1991Mar23.144908.9009@bellcore.bellcore.com>
Sender: news@awdprime.UUCP
Organization: IBM AWD, Austin
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In article <1991Mar23.144908.9009@bellcore.bellcore.com> jona@iscp.Bellcore.COM (Jon Alperin) writes:
>Ok....so now that we know what IBM does, and who does what at IBM let me 
>post the following questions:
[I can't answer the first question]
[stuff deleted]
>2. When I call IBM and report a bug, I sometimes get a patch number. ....,
>....Does IBM distribute just a single fix?

Yes.  Level 3 support develops hundreds of single fix requests.  We sometimes
get double fix requests.  We store these things on a big server that is 
available to level 2.  The fixes are stored by problem number.  If the level 2
support person can associate your problem with a problem number, then they can
send you a fix immediately for that problem.  If the problem is a kernel
panic, you can send a dump and level 2 or level 3 should be able to determine
if this is a known problem and you can request a fix for it (whether it's
known or not, if we can fix it).  The most critical thing is that the problem
is described and understood well enough to be found in the data base or
debugged.

>How does one request just a single fix?

Just ask for it.  If you know the problem number, it can be a big plus.  If
you don't know the problem number, describe it to the support folks.  You
might even query this group to see if it is known.  

>Jon Alperin
-- 
James Moody
Personal Systems Programming Austin	VNET:MOODY@AUSVMQ
Level 3 Support				internet:moody@aixwiz.austin.ibm.com