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Conference kernel::csguk_systems

Title:	CSGUK_SYSTEMS
Notice:	No restrictions on keyword creation
Moderator:	KERNEL::ADAMS

Created:	Wed Mar 01 1989
Last Modified:	Thu Nov 28 1996
Last Successful Update:	Fri Jun 06 1997
Number of topics:	242
Total number of notes:	1855

94.0. "RSDS General Info" by KERNEL::ADAMS (Venus on Remote Control) Mon Feb 19 1990 18:18

On a normal Dial out RD call, there are two files generated for logging
purposes, these being  LOG#.KEY & LOG#.DAT, the latter being a sequential
indexed file, with the .KEY being the index to the .DAT file

HOWEVER

When you "SET HOST" to a system, you CANNOT generate the .KEY file to 
go with any .DAT file that you attempt to create. This gives us two problems, 

1, You cannot "Offer" the call, you have to defer it.
2, You cannot review the session file.

Also to be able to review any session later, the .log files need to 
be appended to one another. This becomes difficult when files are 
owned by differing individuals, usually with owner protection.

THE FIX.

On any "Set Host" connection (in-house usually) you must make the
file have a .LOG extension. not a .DAT. 
e.g $ Set host/log=rsws$log:R223297GC.LOG TRILLI

Also ensure that you do not protect the files against other users in 
our group. If necessary, manually change the file protections.
i.e $ Set File/prot=(s:rwed,o:rwed,g:rwed,w:rwed)rsws$log:log#.log

T.R	Title	User	Personal Name	Date	Lines
94.1	Getting info for MONITOR Calls	KERNEL::ADAMS	Venus on Remote Control	`Mon Feb 19 1990 18:28`	22
	May I please ask your co=operation, on behalf of all the diagnosis engineers, working out of hours. When logging a MONITOR call, please obtain and document in the notepad, ----------------------------------------- ALL the following information. 1. Account and Password. 2. Problem for which we are monitoring. 3. What to do in the event of a failure. Bear in mind, that in cases of "Set Host" or "Remote-Disable" connections, we cannot reboot systems. 4. Is an engineer required, and if so when, in the event of failure. 5. Is the customer on site, or do we need to phone him/her at home. 6. Is the system on ECSO, or if not, what is the recent history. 7. If branch has the system on ECSO, has RDC been "informed", otherwise we do not have any visibility of the call. Also bear in mind, that some engineers ask customers to log monitor calls on their behalf. To my mind, this a case of the engineer passing the buck. If this does happen, please get the name of the engineer concerned, so we have someone to refer to.
94.2	How to tell 'em its a "Known Bug"	KERNEL::ADAMS	Venus on Remote Control	`Tue Feb 05 1991 13:12`	52
	To help to solve the "Why didn't you tell us there was a patch available" situation,I have spoken to Clive Brooker,Frank Briggs and Chris Spooner.Having made enquiries regarding DECtel, a change in the way we inform the customer, can take a lot of the heat out of most situations. I.E. 1. Remote Diagnosis reveals "Known Problem" . 2. Do NOT mention "Known Bug/Patch" yet, to the customer. ****************************************************** 3. Ask customer CAREFULLY if they are aware of/use DECtel. (Most customers calling for service should be entitled.) 4. If answer is "No" or "What's that", BRIEFLY tell them what it is. (Anyone who doesn't know, come and see me.) 5. GENTLY tell the customer that they might have pre-empted the problem, by checking in DECtel. 6. If the customer needs passwords/phone numbers etc for access, refer customer to Tom Scuffham/Kevin Gant in CCD or to Tina Linehan in Response as appropriate. This currently applies only from 07:00 to 24:00. ROUTER has information on modem numbers etc. 7. If they DO use DECtel, and haven't been able to find the information, please mail brief details to CIB @UVO (Julie Wakefield) who will attempt to get the information onto DECtel within two weeks. 8. If you sense any hostility or problems in this area, from the customer, (e.g. They say they don't have the time or resources,) contact the Duty manager at the customer's service office, asking for the A/R and COM to handle it. This way, they should be able to approach the customer, before he/she complains to DIGITAL. 9. Now advise the customer, as appropriate, that :- a. There is a patch and you can downline load it. OR b. A patch is available from TSC and you will log the call for them.