The following information is normally needed for a PowerExchange service request (SR):

  1. The products being used (EDP, PowerExchange, PowerCenter, etc.).
  2. The product version/release/patch level.
  3. The databases involved and the version/release information for the databases involved.
  4. The operating systems involved.
  5. A general description of what you are trying to do:
    1. What type of data are you trying to move from where to where.
    2. How are the different elements are being used together.
    3. What actions have been taken since the error occurred.
  6. A description of the issue (the logs should include error messages, but you should also include them in the problem description.). This should include a description of what you think should be happening.
  7. A copy of the complete output of any specific job that is having problems.
  8. A copy of the PowerExchange/DETAIL log files from all systems involved in the problem.
  9. Attach any other screen prints, log files or other output that you think would be helpful.

Optional items:

  1. If this is a PowerExchange problem, include a copy of your DBMOVER configuration files from all of the systems involved in the problem.
  2. If PowerCenter is involved, include a copy of the Session Log.
  3. If it appears to be a data related problem, also include datamap files from the PC where the datamap was created.
  4. If you are having problems with a Netport, DB2 Bulk Load, or Condense job, include the entire output of the job.
  5. If you are using ODBC, then include the ODBC.INI file from the machine hosting the PowerCenter server.
  6. If you suspect a problem with the PowerExchange Client for PowerCenter interface, include screen shots from PowerCenter showing the PowerExchange Client for PowerCenter configuration.
  7. If you suspect it is a problem with the mapping or workflow, please include XML exports of those.