Connecting AF/Operator and AF/Remote Using...

Connecting AF/OPERATOR andAF/REMOTE Using TCP/IP

AF/OPERATOR® V340

AF/REMOTE® on Windows NT V100

GC32-9146-00

September 2002

Candle Corporation201 North Douglas Street

El Segundo, California 90245

2 Connecting AF/OPERATOR and AF/REMOTE Using TCP/IP

Registered trademarks and service marks of Candle Corporation: AF/OPERATOR, AF/PERFORMER, AF/REMOTE, Availability Command Center, Candle, Candle Command Center, Candle Direct logo, Candle Electronic Customer Support, Candle logo, Candle Management Server, Candle Management Workstation, CandleNet Portal, Candle Technologies, CL/CONFERENCE, CL/SUPERSESSION, CommandWatch, CandleNet Command Center, CT, CT/Data Server, CT/DS, DELTAMON, eBA, eBA*ServiceMonitor, eBA*ServiceNetwork, eBusiness Assurance, eBusiness Institute, ETEWatch, IntelliWatch, IntelliWatch Pinnacle, MQSecure, MQView, OMEGACENTER, OMEGAMON, OMEGAMON/e, OMEGAMON II, OMEGAMON Monitoring Agent, OMEGAVIEW, OMEGAVIEW II, PQEdit, Solutions for Networked Applications, Solutions for Networked Businesses, and Transplex.Trademarks and service marks of Candle Corporation: Alert Adapter, Alert Adapter Plus, Alert Emitter, AMS, Amsys, AutoBridge, AUTOMATED FACILITIES, Availability Management Systems, Candle Alert, Candle Business Partner Logo, Candle Command Center/SentinelManager, Candle CommandPro, Candle CIRCUIT, Candle eDelivery, CandleLight, CandleNet, CandleNet 2000, CandleNet eBP, CandleNet eBP Access, CandleNet eBP Administrator, CandleNet eBP Broker Access, CandleNet eBP Configuration, CandleNet eBP Connector, CandleNet eBP File Transfer, CandleNet eBP Host Connect, CandleNet eBP Object Access, CandleNet eBP Object Browser, CandleNet eBP Secure Access, CandleNet eBP Service Directory, CandleNet eBP Universal Connector, CandleNet eBP Workflow Access, CandleNet eBusiness Assurance, CandleNet eBusiness Exchange, CandleNet eBusiness Platform, CandleNet eBusiness Platform Administrator, CandleNet eBusiness Platform Connector, CandleNet eBusiness Platform Connectors, CandleNet eBusiness Platform Powered by Roma Technology, CandleNet eBusiness Platform Service Directory, CCC, CCP, CEBA, CECS, CICAT, CL/ENGINE, CL/GATEWAY, CL/TECHNOLOGY, CMS, CMW, Command & Control, Connect-Notes, Connect-Two, CSA ANALYZER, CT/ALS, CT/Application Logic Services, CT/DCS, CT/Distributed Computing Services, CT/Engine, CT/Implementation Services, CT/IX, CT/Workbench, CT/Workstation Server, CT/WS, !DB Logo, !DB/DASD, !DB/EXPLAIN, !DB/MIGRATOR, !DB/QUICKCHANGE, !DB/QUICKCOMPARE, !DB/SMU, !DB/Tools, !DB/WORKBENCH, Design Network, DEXAN, e2e, eBAA, eBAAuditor, eBAN, eBANetwork, eBAAPractice, eBP, eBusiness Assurance Network, eBusiness at the speed of light, eBusiness at the speed of light logo, eBusiness Exchange, eBusiness Institute, eBX, End-to-End, ENTERPRISE, Enterprise Candle Command Center, Enterprise Candle Management Workstation, Enterprise Reporter Plus, EPILOG, ER+, ERPNet, ESRA, ETEWatch Customizer, HostBridge, InterFlow, Candle InterFlow, Lava Console, MessageMate, Messaging Mastered, Millennium Management Blueprint, MMNA, MQADMIN, MQEdit, MQEXPERT, MQMON, NBX, NetGlue, NetGlue Extra, NetMirror, NetScheduler, OMA, OMC Gateway, OMC Status Manager, OMEGACENTER Bridge, OMEGACENTER Gateway, OMEGACENTER Status Manager, OMEGAMON Management Center, OSM, PC COMPANION, Performance Pac, PowerQ, PQConfiguration, PQScope, Response Time Network, Roma, Roma Application Manager, Roma Broker, Roma BSP, Roma Connector, Roma Developer, Roma FS/A, Roma FS/Access, RomaNet, Roma Network, Roma Object Access, Roma Secure, Roma WF/Access, Roma Workflow Access, RTA, RTN, SentinelManager, Somerset, Somerset Systems, Status Monitor, The Millennium Alliance, The Millennium Alliance logo, The Millennium Management Network Alliance, TMA2000, Tracer, Unified Directory Services, Volcano and ZCopy.Trademarks and registered trademarks of other companies: AIX, DB2, MQSeries and WebSphere are registered trademarks of International Business Machines Corporation. SAP is a registered trademark and R/3 is a trademark of SAP AG. UNIX is a registered trademark in the U.S. and other countries, licensed exclusively through X/Open Company Ltd. HP-UX is a trademark of Hewlett-Packard Company. SunOS is a trademark of Sun Microsystems, Inc. All other company and product names used herein are trademarks or registered trademarks of their respective companies.

Copyright © August 2002, Candle Corporation, a California corporation. All rights reserved. International rights secured.

Threaded Environment for AS/400, Patent No. 5,504,898; Data Server with Data Probes Employing Predicate Tests in Rule Statements (Event Driven Sampling), Patent No. 5,615,359; MVS/ESA Message Transport System Using the XCF Coupling Facility, Patent No. 5,754,856; Intelligent Remote Agent for Computer Performance Monitoring, Patent No. 5,781,703; Data Server with Event Driven Sampling, Patent No. 5,809,238; Threaded Environment for Computer Systems Without Native Threading Support, Patent No. 5,835,763; Object Procedure Messaging Facility, Patent No. 5,848,234; End-to-End Response Time Measurement for Computer Programs, Patent No. 5,991,705; Communications on a Network, Patent Pending; Improved Message Queuing Based Network Computing Architecture, Patent Pending; User Interface for System Management Applications, Patent Pending.

NOTICE: This documentation is provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the Government is subject to restrictions set forth in the applicable license agreement and/or the applicable government rights clause.This documentation contains confidential, proprietary information of Candle Corporation that is licensed for your internal use only. Any unauthorized use, duplication, or disclosure is unlawful.

Contents 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Documentation Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6Documentation Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8Other Books You May Want to Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

What’s New in AF/OPERATOR Version 340 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 1. Common Causes of Connectivity Problems . . . . . . . . . . . . . . . . . . . . . . . . . . .15What Problems Can Occur and What Can Be Done About Them . . . . . . . . . . . . . . . . .16Identifying the Players . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

Chapter 2. Performing AF/OPERATOR Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19AF/OPERATOR Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20Example Host REXX EXEC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Chapter 3. Performing AF/REMOTE Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25AF/REMOTE Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26Sample AF/REMOTE REXX Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Chapter 4. Process Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Communications Start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32Link Define . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33Link Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34Communications Send/Receive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Chapter 5. Testing and Debugging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Diagnosing Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Appendix A. AF Products TCP/IP Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Appendix B. Output of the Sample EXECs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Appendix C. Guide to Candle Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49Base Maintenance Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50Enhanced Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54Customer Support Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Contents

Preface 5

Preface

About this documentExperience has shown that many customers encounter problems when moving to TCP/IP for their peer-to-peer communications between AF/OPERATOR and AF/REMOTE. Many of these problems are resolved as configuration or environmental issues rather than coding or documentation problems in the AF products. In this manual, we will identify some of the common configuration and environmental issues and provide guidance in resolving them.

This manual provides the details necessary to assist you in connecting AF/OPERATOR and AF/REMOTE using TCP/IP. It contains a description of some common problems you may encounter when attempting to define the connection, and provides the steps required to implement the connection. The manual provides a checklist you can use to ensure you are implementing the connection correctly, as well as examples you can review and copy.

The manual includes scripts for connecting AF/OPERATOR to AF/REMOTE, sending a message to execute a script, and retrieving a response. Appendix B, “Output of the Sample EXECs” on page 45, includes the sample output from both AF/OPERATOR and AF/REMOTE for the sample scripts’ execution.

P

Documentation Conventions



IntroductionCandle documentation adheres to accepted typographical conventions for command syntax. Conventions specific to Candle documentation are discussed in the following sections.

Panels and figuresThe panels and figures in this document are representations. Actual product panels may differ.

Required blanksThe slashed-b (b) character in examples represents a required blank. The following example illustrates the location of two required blanks.

beBA*ServiceMonitorb0990221161551000

Revision barsRevision bars (|) may appear in the left margin to identify new or updated material.

Variables and literalsIn examples of command syntax, uppercase letters are actual values (literals) that the user should type; lowercase letters are used for variables that represent data supplied by the user. Default values are underscored.

LOGON APPLID (cccccccc)

In the above example, you type LOGON APPLID followed by an application identifier (represented by cccccccc) within parentheses.

Note: In ordinary text, variable names appear in italics.

Preface 7


SymbolsThe following symbols may appear in command syntax:

Table 1. Symbols in Command Syntax

Symbol Usage

| The “or” symbol is used to denote a choice. Either the argument on the left or the argument on the right may be used. Example:

YES | NOIn this example, YES or NO may be specified.

[ ] Denotes optional arguments. Those arguments not enclosed in square brackets are required. Example:

APPLDEST DEST [ALTDEST]In this example, DEST is a required argument and ALTDEST is optional.

{ } Some documents use braces to denote required arguments, or to group arguments for clarity. Example:

COMPARE {workload} -REPORT={SUMMARY | HISTOGRAM}

The workload variable is required. The REPORT keyword must be specified with a value of SUMMARY or HISTOGRAM.

_ Default values are underscored. Example:

COPY infile outfile - [COMPRESS={YES | NO}]In this example, the COMPRESS keyword is optional. If specified, the only valid values are YES or NO. If omitted, the default is YES.

Documentation Set


Documentation Set

IntroductionCandle provides a complete set of documentation for AF/OPERATOR and AF/REMOTE. Each manual in these documentation sets contains a specific type of information to help you use the products.

AF/OPERATOR LibraryThese books comprise Candle’s AF/OPERATOR Version 340 library:

n AF/OPERATOR Configuration and Customization Guide

n AF/OPERATOR User’s Guide

n AF/OPERATOR Command Reference Manual

n AF/OPERATOR User Interface Guide

n AF/OPERATOR OMEGAMON II for SMS Data Interface

n AF/OPERATOR Message Manager

n AF/OPERATOR Started Task Manager

n AF/OPERATOR: Using the Subsystem Logging Facility

n Connecting AF/OPERATOR and AF/REMOTE Using TCP/IP

n Candle Product Messages Manual

AF/REMOTE on Windows NT Libraryn AF/REMOTE on Windows NT V100 User’s Guide

Preface 9

Other Books You May Want to Reference


IBM documentationOS/390 IBM Communications Server IP User’s Guide Version 2 Release 10, IBM Document Number GC31-8514

IBM Communications Server for OS/390 IP Configuration Guide Version 2 Release 10, IBM document number SC31-8725

Other documentationDNS and BIND, Paul Albitz and Cricket Liu, O’Reilly and Associates.

TCP/IP Network Administration, Craig Hunt, O’Reilly and Associates

What’s New in AF/OPERATOR Version 340 11

What’s New inAF/OPERATOR Version 340

This section provides a description of the new features that have been incorporated into AF/OPERATOR V340.

TCP/IP connectivity enhancementsTCP/IP communications have been simplified by permitting you to optionally remove the AF packet header when communicating between AF/OPERATOR and systems or applications that are unable to comply with the Candle AF packet header protocol. You accomplish this by means of a new option on the LINK DEFINE and COMM START commands. In addition, new SEND and RECEIVE datatypes have been added to the COMSDRCV REXX function. You must use the SEND and RECEIVE datatypes when you want to transfer data over a link having the AF packet header turned off.

New keywords have been added to COMM START and COMM STOP commands. The CONNECT_EXEC keyword on the COMM START command identifies a named exec that runs whenever a connection to the server is established and is mandatory when you have specified AFPACKET(OFF). The CID keyword on the COMM STOP command identifies a particular connection to a server to be stopped.

A new COMADMIN REXX function provides GIVE and TAKE options that permit passing ownership of a connection from one match to another.

Passing larger amounts of data on a TCP/IP match

You can now pass more data to an individual match. AF/OPERATOR will permit passing a larger amount of parameter data to a REXX procedure. In addition, it will provide the capability to create a conversation between matches so that multiple 32K packets can be transferred. This is accomplished by permitting the DATARPLY datatype to code the replylength keyword on the COMSDRCV REXX function.

Automated peer-to-peer link managementBy predefining link attributes, it is now possible to automatically establish connections at AF/OPERATOR startup. The following product changes support this function:

n The optional RECOVERY keyword on the LINK DEFINE command indicates that an INACTIVE link having a desired state of ACTIVE is to be automatically started when the specified server becomes available.

W


n The new ACTIVATE keyword on the LINK DEFINE command indicates that a LINK START is to be automatically attempted for a particular linkid, assuming a successful link definition.

n The new SCOPE keyword on the LINK START command specifies those links that are to be selected for LINK START processing according to their activation state.

n Two new startup parameters, HOSTNAME and LINKDEFS are added. HOSTNAME(xxxxxxxx) overrides the default name of the trusted hostnames member in RKANPAR. The LINKDEFS(xxxxxxxx) parameter overrides the default name of the link definitions member in RKANPAR. During product startup, when TIMEOUT(nnn) is specified on the LINKDEFS keyword, it specifies the amount of time to wait for the LINK START command issued immediately after processing the LINKDEFS member to complete before startup is allowed to continue.

Changes to the OPER command when RESP is specifiedThe OPER command issues an MVS or subsystem command. On this command, the RESP parameter specifies that a set of line variables will receive the response text resulting from the command. Additional parameters have been added to the OPER command when specified with the RESP parameter:

n TIMEOUT(pp,ss): The new ss value specifies the number of seconds (from 1 through 3600) that AF/OPERATOR is to wait for each response message line from a multi-line write to operator before assuming the response is complete.

n MAXLINES(nnnn): This new parameter specifies that a response is to be deemed complete when the specified number of lines is received.

n ENDMSG(prefix): This new parameter specifies that the response is to be deemed complete when the specified prefix is encountered in one of the response lines.

The ss value is also added to the OPERRESP AF/OPERATOR startup parameter.

In addition, the CMDSDRCV function has been modified such that when it causes an OPER command with RESP specified to be executed on a remote system, it also causes an AOCASE variable to be built when the reply from the remote system is received.

Additional modificationsn New global variables have been added for COM matches.

n A DUB_AS_PROCESS command, having the same function as the AF/OPERATOR startup parameter of the same name, has been provided.

Storage Constraint ReliefThe amount of storage constraint relief realized will vary depending on AF/OPERATOR startup parameters and will be equal to (MAXMAT - MAXRUN) * 480 bytes.

What’s New in AF/OPERATOR Version 340 13

Online documentationWith Version 340, Candle Corporation has moved AF/OPERATOR manuals from IBM BookMaster to Adobe FrameMaker. This move was made to better enable us to address our customers’ needs by providing tools that enhance productivity.

One of the results of the move is that it is no longer possible to create BookManager versions of the AF/OPERATOR manuals. However, the manuals remain available online in the Adobe PDF version on CD-ROM and are also available on the Candle Corporation website at www.Candle.com.

The documentation CD being provided with this release has robust and easy-to-use search capabilities. You can search for information in multiple volumes, multiple versions, and across products. The CD also provides easy setup of search indexes with a single click of the mouse.

If you want to order printed copies of the documentation, please contact your Candle Support Services representative.

Enhancements to product documentationn Additional documentation about obtaining SMF data has been added to the

AF/OPERATOR User’s Guide.

n Additional documentation about using the Probe Directive, Probe Input, and Misc. Parms fields has been added to the OMEGACENTER Status Manager User’s Guide.

Common Causes of Connectivity Problems 15

Common Causes ofConnectivity Problems

IntroductionThis chapter discusses some common causes of connectivity problems in your TCP/IP environment and identifies those people who may be called upon to assist in resolving those problems.

Chapter ContentsWhat Problems Can Occur and What Can Be Done About Them . . . . . . . . . . . . 16Identifying the Players . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

1

What Problems Can Occur and What Can Be Done About Them


What Problems Can Occur and What Can Be Done About Them

Common problems in using TCP/IPThe movement from SNA communications to TCP/IP introduces some opportunities for problems that did not exist before. One common issue is that errors establishing a link may not appear until the link is used. With APPC, this was less likely. Communications problems tended to show up earlier in the process.

A second common problem is that errors do not necessarily appear immediately. While a VTAM connection usually generated an error message if there were errors, TCP/IP may not generate a message at all…the connection just appears to hang in limbo.

Diagnosing the problem also introduces new difficulties, since it’s often not obvious where to start looking for the problem.

At this point, TCP/IP can become very frustrating. However, it is possible to avoid many of these problems with planning and organization.

What steps should be takenPlanning and organization are essential to avoid common frustrations when implementing TCP/IP with AF/OPERATOR and AF/REMOTE. Some of the key steps include:

n Identifying the Players – More than one person is typically involved when implementing TCP/IP support for AF products. Review “Identifying the Players” on page 17 to determine who can assist you when defining your TCP/IP connections and troubleshooting the issues facing your network.

n Performing AF/OPERATOR Tasks – AF/OPERATOR requires a specific configuration when defining and using TCP/IP links. Considerations for configuring AF/OPERATOR are discussed in “Performing AF/OPERATOR Tasks” on page 19.

n Performing AF/REMOTE Tasks – AF/REMOTE’s configuration must match the AF/OPERATOR configuration you have defined. “Performing AF/REMOTE Tasks” on page 25 describes how to match your AF/REMOTE configuration to the configuration you have defined for AF/OPERATOR.

n Testing – Testing the link requires coordination between multiple people, and a specific approach, as well as TCP/IP commands that will be discussed in “Testing and Debugging” on page 37.

As your first step, get the checklist from Appendix A and fill it out as you go through the rest of this document.

Common Causes of Connectivity Problems 17

Identifying the Players

Identifying the PlayersAs with many system interface projects, more than one person is involved in getting all the pieces to work together. The following people should be identified early in the process, as they can assist you in defining and setting up your TCP/IP connections or in troubleshooting problems that may occur:

n AF/OPERATOR Administrator – The person responsible for defining and maintaining AF/OPERATOR startup parameters and REXX EXECs.

n AF/REMOTE Administrator -– The person with administrator access to the AF/REMOTE server involved in TCP/IP communication.

n Network Administrator – The person who understands the underlying network configuration at your site.

n Host Systems Programmer – An MVS or VTAM systems programmer who can assist in debugging your definitions. In some installations, the assistance of the host systems programmer responsible for MVS TCP/IP may also be required.

Performing AF/OPERATOR Tasks 19

Performing AF/OPERATOR Tasks

IntroductionThis chapter provides information on how to configure various AF/OPERATOR commands to achieve TCP/IP connectivity.

Chapter ContentsAF/OPERATOR Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Add server IP address to HOSTNAME . . . . . . . . . . . . . . . . . . . . . . . . 20Define REXX EXECs to initialize communications . . . . . . . . . . . . . . . 20Communicate with the AF/Remote server. . . . . . . . . . . . . . . . . . . . . . 22Take down the link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Example Host REXX EXEC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2

AF/OPERATOR Tasks


AF/OPERATOR Tasks

IntroductionThe tasks you perform on the mainframe can be accomplished without shutting down AF/OPERATOR, assuming that AF/OPERATOR is at the proper maintenance level and that MVS TCP/IP service is installed and operational. AF/OPERATOR Version 250 or later is required to support AF/REMOTE connectivity, with cumulative PTFs applied through the fourth quarter of 2000. The AF/OPERATOR commands discussed in this section existed before TCP/IP support became available, but TCP/IP requires new options.

Add server IP address to HOSTNAMEThe first step is to identify the AF/REMOTE server IP address to AF/OPERATOR. The IP address is set through the HOSTNAME member in the hilev.RKANPAR library. You should include an entry similar to the following:

[BEGIN]* “CONNECTING…BOOK” AF/REMOTE TEST MACHINEADDRESS=10.21.2.71[END]

See the AF/OPERATOR Command Reference Manual for further details.

To have AF/OPERATOR reload the HOSTNAME member, use the AF RELOAD(HOSTNAME) command. To verify that the new host names reflect your change, use the SHOW HOSTNAME command. Verify that your added IP address appears in one of the output !AOP0201 message lines.

AF/OPERATOR Version 340 supports the use of host names rather than IP addresses. However, it’s usually simpler and safer to use the dotted decimal form of the IP addresses when first establishing your links. A conversion to host names can be completed when a basic working configuration is available. Some problems that can arise resulting from the use of names rather than dotted decimal addresses are discussed in the description of the “NSLOOKUP command” on page 40.

Define REXX EXECs to initialize communicationsThree commands are issued to initialize TCP/IP communications. All of these may be issued as AF/OPERATOR console commands if you so choose. However, initialization is normally done by placing the commands in a startup REXX exec. These commands are:

n COMM START

n LINK DEFINE

n LINK START


AF/OPERATOR Tasks

COMM START

COMM START requires two options in this environment:

n TYPE(TCPIP) -- Specifies that AF/OPERATOR is to start the TCP/IP protocol.

n PORTNUMBER(nnnn)-- Where nnnn is the TCP/IP port number that AF/OPERATOR will use.

This command need be executed only once per AF/OPERATOR startup. (The sample REXX Exec shown later in this document assumes that you have already issued the COMM START command.)

LINK DEFINE

Once AF/OPERATOR is ready to create or accept TCP/IP connections, use the LINK DEFINE command to define the AF/REMOTE connection to be used for testing. LINK DEFINE has four options that must be specified for TCP/IP:

n LINKID(name) -- The internal name for the AF/REMOTE server. The name used for examples in this document is IPT1. You may change this to some more meaningful name for your environment.

n TYPE(TCPIP) -- Indicates that this link uses the TCP/IP protocol.

n HOSTNAME(IPaddress) – The dotted decimal IP address of the AF/REMOTE server. The value used for examples in this document is 10.21.2.71.

n PORTNUMBER(PortNumber) – The port number on the AF/REMOTE server to which AF/OPERATOR is going to connect. The port number used for examples in this document is 1040.

LINK START

After AF/OPERATOR has started its communications server, and the link has been defined, the next step is to start the link. This is accomplished with the LINK START command, which has one operand, LINKID(name). The name value must match the LINKID name in the LINK DEFINE command issued earlier. The value used for examples in this document is IPT1.

Caution: You MUST change this value to match your environment before trying to use any of the sample code in this document.

Caution: You MUST change this value to match your environment before trying to use any of the sample code in this document.

AF/OPERATOR Tasks


Communicate with the AF/Remote serverThe COMSDRCV REXX function is one way to communicate with the AF/REMOTE server, and is used in our example in this document. This function is coded as:

RetCode = COMSDRCV("LinkID", [Data to send], "EXEC", [Length])

where:

n RetCode – is the response (return code) from the COMSDRCV function.

n LinkID – is the link ID created earlier with LINK DEFINE (IPT1).

n [Data to send] – is a string of data which is sent to AF/REMOTE. The first item in the [Data to send] string is the name of the REXX EXEC to be run.

n “EXEC" – indicates that AF/REMOTE should run a REXX EXEC

n Length – is the maximum length of data expected back from AF/REMOTE

Take down the linkWhen finished, you should stop and delete the link. This involves two commands:

n LINK STOP with an option of LINKID(name).

n LINK DELETE command, also with an option of LINKID(name).

The sample AF/OPERATOR script in the next section shows all of these commands together.


Example Host REXX EXEC


IntroductionThis program demonstrates a simple REXX EXEC with a return value from AF/OPERATOR to the appropriate AF/REMOTE.

Example

/********* REXX ********/ /*This program demonstrates simple Rexx Exec with a return value from AFOPER to the appropriate AF/Remote. Before you run this, you MUST change the following values in this Exec to reflect the actual addresses and port numbers in your environment: +-----------------------+--------------+-----------------------------+| Item | Sample Value | Notes | +-----------------------+--------------+-----------------------------+| Link ID | IPT1 | Any Value OK || AF/Remote IP Address | 10.21.2.71 |This MUST MATCH the AF/Remote|| | |IP address! || AF/Remote Port Number | 1040 |This MUST MATCH the AF/Remote|| | |Peer port number! |+-----------------------+--------------+-----------------------------+*/ /* Set trace parameters in case we need them for debugging later. */TRACE ALL /* You may find it useful to uncomment the following command when *//* testing. However, delete links with caution when not testing. *//* "LINK DELETE LINKID(IPT1) TYPE(TCPIP)" */ Main: ADDRESS AFHOST Call Make_Connect Call Send_Data Call Close_Connect EXIT

Make_Connect: Procedure rc = lnkcheck("IPT1") say ’link check return code:’ rc If rc <> 0 then do "LINK DEFINE LINKID(IPT1) TYPE(TCPIP) HOSTNAME(10.21.2.71)", " PORTNUMBER(1040)" "LINK START LINKID(IPT1)" end /* if */ /* Let’s see what the status is. */ "WAIT SECONDS(1)" "LINK DISPLAY" rc = lnkcheck("IPT1") say ’link check return code:’ rc return 0 Send_Data: Procedure expose COMDATA.1 linkid = "IPT1" TestData = "AFRSAMP1" "Your Test Text" Return_Code = COMSDRCV("IPT1", TestData, "EXEC",40) Say Return_Code /* If the send worked out OK, the result will be in the COMDATA *//* stem variable. */If Return_Code = 0 then Say COMDATA.1 else Say "Error encountered in COMSDRCV, rc =" Return_Code"Link DISPLAY" Return Return_Code Close_Connect: Procedure “LINK STOP LINKID(IPT1)”"LINK DELETE LINKID(IPT1) TYPE(TCPIP)" If RC <> 0 then SAY "Link Delete failed" RETURN RC

Performing AF/REMOTE Tasks 25

Performing AF/REMOTE Tasks

IntroductionThis chapter discusses the tasks you must perform while using AF/REMOTE to ensure smooth connectivity to AF/OPERATOR.

Chapter ContentsAF/REMOTE Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Defining peer connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Defining client connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Verifying host sessions settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Including a REXX script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Sample AF/REMOTE REXX Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

3

AF/REMOTE Tasks


AF/REMOTE Tasks

IntroductionThe AF/REMOTE tasks are equivalent to those needed in AF/OPERATOR. To perform the steps that follow, be sure that you have started both client and server instances of AF/REMOTE, that both have working network adapters installed, and that Windows NT TCP/IP services are working and a fixed IP address is assigned to the AF/REMOTE server.

If a fixed IP address is not available, a DHCP-provided dynamic IP address may be used. However, using a dynamic IP address will cause you to change the AF/OPERATOR sample script to reflect the current IP address each time the AF/REMOTE machine reboots.

Defining peer connectionsTo define the peer connection information, log into the server from the client session. Select the Config option and the appropriate AF/REMOTE server.

1. Click the Peers tab to see a display like the following:


AF/REMOTE Tasks

2. Ensure that the Allow peer connections on port: box is checked.

3. Type the appropriate port number into the spin box on the right.

4. Type the IP address of the AF/OPERATOR host machine in the IP Address column.

5. Type a name or other information in the Description column. (To enter a new name, right-click in the white area.) Then click OK.

Defining client connectionsNow define the client connections. You may already have done this.

1. Ensure that there is no duplication of port numbers by clicking on the Client Connections tab. This should provide a display like the following:

2. Put a check in the Allow TCP/IP Client Connections on port: check box and ensure that the port number to the right is different from the port number specified for peer connections.

3. Click OK.

AF/REMOTE Tasks


Verifying host sessions settingsVerify that the host session settings will allow successful execution of the test script. To verify this:

1. Return to the Config option for the appropriate AF/REMOTE server.

2. Select the Host Sessions tab.

3. Right-click the “Message Collector” name. Your screen should look something like the one below:


AF/REMOTE Tasks

4. Click the Properties option. You should now see the following window:

5. Ensure that the User Access – Shared and Script Access – Unlimited buttons are selected. Then click OK.

Including a REXX script Since the AF/OPERATOR COMSDRCV function will request that AF/REMOTE run an EXEC, you must include an EXEC with the expected name in the AF/REMOTE scripts directory. This REXX EXEC receives as a parameter whatever data is passed by AF/OPERATOR following the EXEC name. This data can be parsed and processed as can any other REXX parameter.

When complete, the EXEC should return data to the caller using the AFR_PEER_SEND function. A full explanation of this function is in the AF/REMOTE User’s Guide.

Sample AF/REMOTE REXX Script


Sample AF/REMOTE REXX ScriptThe following is the REXX EXEC invoked by the sample AF/OPERATOR REXX EXEC. Note that this produces a message box requiring action at the AF/REMOTE server; this may not be a desirable practice for your environment. Place this script in your AF/REMOTE server script directory to run the sample connection in this document.

/* REXX *//*----------------------------------------------------------------*//* Sample Rexx Exec to test TCP/IP communications setup. */ /* This includes the Rexx Message Box Function. */ /*----------------------------------------------------------------*//* Parse the caller’s parameters */parse arg Value1

/* set up for the Rexx message box function */call RxFuncAdd ’SysCls’, ’rexxutil’, ’SysCls’call RxFuncAdd ’SysLoadFuncs’, ’rexxutil’, ’SysLoadFuncs’call SysLoadFuncs

/* Display a message box for testing */ ret = RxMessageBox(Value1,, "Host Data is:", "OK", "ASTERISK") say "RxMessageBox return code:" ret/* Add any other desired processing here. */

/* Send a response back to the host. */

/* Get system and version and use that for our test message */ret = syswinver()ret = ’Windows Version: ’ret

/* Send message */RC = AFR_PEER_SEND(, "DATARPLY", ret)

/* Display RC message box for testing */ ret = RxMessageBox("AFR_PEER_SEND Return Code",, RC, "OK", "ASTERISK") say "RxMessageBox return code:" ret

call SysDropFuncs return 0/* ::requires "winsystm.cls" */

Process Diagrams 31

Process Diagrams

IntroductionThis chapter uses flow diagrams to illustrate the processes discussed in the previous chapters.

Chapter contentsCommunications Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Link Define. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Link Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Communications Send/Receive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

4

Communications Start


Communications Start

1.Communications Start Comments

The COMM START command is executed entirely between AF/OPERATOR and MVS TCP/IP services. The AF/REMOTE server is not affected.

At some time, the AF/REMOTE server has initialized its TCP/IP communications, and can accept communications from AF/REMOTE clients.

This communication occurs over the client TCP/IP port, which was 1035 in our example.

Process Diagrams 33

Link Define

Link Define

2. Link Define Comments

The LINK DEFINE process identifies the AF/REMOTE server IP address (host name) and port number. It associates these two with the link ID. This is handled entirely within AF/OPERATOR.

The AF/OPERATOR IP address is defined in MVS TCP/IP, not in AF/OPERATOR.

Note that the port number on the LINK DEFINE must match the port number on the AF/REMOTE Peers (Peer Connection) Configuration tab.

This must not be the same as the Client Connection Port number.

Link Start


Link Start

3.Link Start Comments

The LINK START command notifies AF/OPERATOR TCP/IP services to start communications with AF/REMOTE.

If there is a mismatch between port number or TCP/IP address, the host may see mes-sage !AOP3842 LINK IPT1 CONNEC-TION REFUSED

Process Diagrams 35

Communications Send/Receive


4.Communications Send/Receive Comments

A REXX EXEC runs on AF/OPERATOR and sends a string of data to AF/REMOTE. The EXEC operand indicates that AF/OPERATOR wants AF/REMOTE to run a script. The first part of the string of data is the name of the REXX EXEC to be executed on AF/REMOTE.

AF/REMOTE receives the request and starts the REXX EXEC (AFRSAMP1). AFRSAMP1, after doing the requested processing, uses the AFR_PEER_SEND service to return data back to AF/OPERATOR.

Testing and Debugging 37

Testing and Debugging

IntroductionIf you encounter problems in running the sample REXX EXECs in this manual, you may want to perform some basic TCP/IP connectivity testing. In some cases, the network services used by TCP/IP may also be a source of problems. This chapter discusses some basic techniques that are useful in diagnosing TCP/IP connection problems. You may find these techniques useful even after the sample EXECs are working.

Chapter ContentsDiagnosing Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38PING command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38NSLOOKUP command. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Other TCP/IP commands for diagnosis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

5

Diagnosing Problems


Diagnosing Problems

IntroductionThere are a few common and not-so-common problems which can easily be diagnosed using standard MVS or Windows NT TCP/IP commands. Run the MVS TCP/IP commands from the TSO READY prompt or from ISPF option 6. Issue the Windows NT commands from the DOS prompt (C:>) in the Command Prompt window.

PING commandThe PING command is used to verify that a basic connection exists between two IP addresses. The format of this command is:

PING IPaddress

Usually, issuing the PING command is the first step in diagnosing a TCP/IP problem.

Both the MVS and Windows NT versions of PING have their own sets of options. Of these, the options relating to number of retry attempts and timeout value are usually most useful.

For MVS, the options are:

PING <host> ( LENGTH n COUNT n TIMEOUT n)

where:

n The LENGTH option indicates the length in bytes of the packets sent to the remote system.

n The COUNT option indicates how many times to attempt communication with the remote IP address. The default COUNT value is one.

n The TIMEOUT value specifies how long to wait for a response. The TIMEOUT option is given in seconds. The default timeout value is ten seconds, which is usually adequate.

Generally, it’s most useful to ping only a few times (COUNT n) with a long timeout value.


Diagnosing Problems

For Windows NT, the options are:

ping [-t] [-a] [-n count] [-l size] [-f] [-i TTL] [-v TOS]

[-r count] [-s count] [[-j host-list] | [-k host-list]]

[-w timeout] destination-list

where:

Of these, the –n and –w options are most commonly used.

Note that PING will not operate at some sites due to firewall restrictions. It will be useful to have this restriction removed internally if possible to simplify testing of the AF/OPERATOR-to-AF/REMOTE interface. This restriction is controlled by your network systems or LAN administration staff.

Option Purpose

-t Pings the specified host until interrupted.

-a Resolves addresses to hostnames.

-n count Number of echo requests to send.

-l size Sends ECHO packets containing the amount of data specified by length.

-f Set Do Not Fragment flag in packet. The packet will not be fragmented by gateways on the route.

-i TTL Sets the Time To Live field to the value specified..

-v TOS Sets the Type Of Service field to the value specified.

-r count Records the route of the outgoing packet and the returning packet in the Record Route field. A minimum of 1 and a maximum of 9 computers may be specified by count.

-s count Timestamp for the number of hops specified by count.

-j host-list Routes packets via the list of computers specified by host-list. Consecutive computers may be separated by intermediate gateways (loose source route).

-k host-list Routes packets via the list of computers specified by host-list. Consecutive computers may not be separated by intermediate gateways (strict source route).

-w timeout Timeout in milliseconds to wait for each reply.

Diagnosing Problems


NSLOOKUP commandConnection problems sometimes arise when dealing with host names rather than dotted decimal IP addresses. If a connection works when dotted decimal addresses are used, but fails or works intermittently when names are used, it usually indicates that there is a problem with the domain name server (DNS) data used to convert from name to IP address. The NSLOOKUP command provides a way to diagnose these problems.

The output from NSLOOKUP is similar for both Windows NT and MVS. The options for NSLOOKUP are too extensive for this document to cover.

An example of the TSO command and output for NSLOOKUP follows. The server names and IP addresses are fictitious.

nslookup www.candle.comServer: sitka.candle.com

Address: 192.168.1.1

Name: www.candle.com

Address: 167.216.198.208

An example of the Windows NT command and output for NSLOOKUP follows:

C:\>nslookup www.candle.comServer: skagway.candle.comAddress: 192.168.1.2Name: www.candle.comAddress: 167.216.198.208

Note that if the DNS server names are not the same (sitka.candle.com and skagway.candle.com in this sample output), the name resolution data in the two servers may be out of synchronization. This problem normally should be addressed by your installation’s network services or LAN administration staff.

Other TCP/IP commands for diagnosisTwo additional commands may be useful for some specific situations.

One occasional difficulty, most commonly seen in the MVS side of this process, is that the port number selected is already in use by another application. To diagnose this, the simplest approach (although somewhat time-consuming) is to use the NETSTAT command. NETSTAT returns overall network status and lists all connections. The connections are listed in the format of IPaddress..portnumber, with the owning address space name to the left. NETSTAT has many options. Refer to the MVS TCP/IP documentation, cited in “Other Books You May Want to Reference” on page 9, for further details. If using NETSTAT seems too complicated, just try another port number.

If PING fails (times out), it may be useful to attempt to trace the route the command has taken. This may show a problem in a routing table somewhere in the network. To assist in this, MVS TCP/IP provides the TRACERTE command. (The corresponding Windows NT command is spelled tracert.) TRACERTE works much like PING, but displays the intermediate route taken by the PING packet.


Diagnosing Problems

TRACERTE output is often most useful when the output from both the AF/OPERATOR and AF/REMOTE sides of the connection is available. Note that this command does not work in all network environments. Refer to the MVS TCP/IP documentation, cited in “Other Books You May Want to Reference” on page 9, for further details.

ConclusionThis manual presents a comprehensive view of implementing a simple REXX EXEC in the AF/OPERATOR and AF/REMOTE environments. When new problems arise while trying to communicate between AF/OPERATOR and AF/REMOTE, reviewing the checklist in Appendix A will often clarify the problem. The diagnostic commands also may help pinpoint problems outside of the AF products. With these basic tools in hand, conversion to TCP/IP can be accomplished more easily.

Diagnosing Problems


AF Products TCP/IP Checklist 43

AF Products TCP/IP Checklist

IntroductionUse the checklist that follows when defining your TCP/IP connections between AF/OPERATOR and AF/REMOTE.


AF/OPERATOR Administrator _______________________

AF/REMOTE Administrator ___________________________

Network Administrator ________________________

Host Systems Programmer ________________________

AF/OPERATOR Tasks �

COMM START for TCP/IP ❏

LINK DEFINE Link ID:Host Name:Port Number:

LINK START Link ID

COMM SEND/RECEIVE ❏

AF/REMOTE Tasks �

Host Sessions:

Message Collector ❏

User access shared for testing? ❏

Unlimited script access for testing? ❏

Message Collector Port: _____

A


Client Connections:

Allow TCP/IP Client Connections ❏

Port: _____

Peers

Allow Peer Connections ❏

Port: _____

Accept Peer Connections From IP Addresses:

(List host IP addresses and names)

General

Activate System Logging ❏

Log File: (List file name)

Trace Level = State? ❏

Are AF/OPERATOR Link Define and AF/REMOTE Peer Ports the same?

❏ (They must be the same)

Are Message Collector, Client, and Peer Port Numbers Different?

❏ (They must be different)

Network Considerations

AF/OPERATOR host DNS server (Use NSLOOKUP command in TSO)

AF/REMOTE server DNS server (Use NSLOOKUP command in DOS window)

Testing

Ping mainframe to server? ❏

Ping server to mainframe? ❏

Output of the Sample EXECs 45

Output of the Sample EXECs

AF/OPERATOR log output8 EX IPSAMPLE

8 23 *-* /* You may find it useful to uncomment the following command when */

8 24 *-* /* testing. However, delete links with caution when not testing. */

8 25 *-* /* "LINK DELETE LINKID(IPT1) TYPE(TCPIP)" */

8 27 *-* Main:

8 28 *-* ADDRESS AFHOST

8 29 *-* Call Make_Connect

8 34 *-* Make_Connect:

8 *-* Procedure

8 35 *-* rc = lnkcheck("IPT1")

8 36 *-* say ’link check return code:’ rc

8 link check return code: -1

8 37 *-* If rc <> 0

8 *-* then

8 *-* do

8 38 *-* "LINK DEFINE LINKID(IPT1) TYPE(TCPIP) HOSTNAME(10.21.2.71)",

" PORTNUMBER(1040)"

8 >>> "LINK DEFINE LINKID(IPT1) TYPE(TCPIP) HOSTNAME(10.21.2.71) PORTNUMBER(1040)”

8 LINK DEFINE LINKID(IPT1) TYPE(TCPIP) HOSTNAME(10.21.2.71) PORTNUMBER(1040)

8 !AOP3719 LINK IPT1 HAS BEEN DEFINED SUCCESSFULLY AS TCPIP PROTOCOL

8 40 *-* "LINK START LINKID(IPT1)"

8 >>> "LINK START LINKID(IPT1)"

8 LINK START LINKID(IPT1)

8 !AOP3723 LINK IPT1 HAS BEEN INITIALIZED SUCCESSFULLY

8 41 *-* end /* if */

8 42 *-* /* Let's see what the status is. */

8 43 *-* "WAIT SECONDS(1)"

B


8 >>> "WAIT SECONDS(1)"

8 WAIT SECONDS(1)

8 !AOP0190 TEMPORARY WAIT TRAP A0T00008 ADDED

8 !AOP0190 TEMPORARY WAIT TRAP A0T00008 DELETED

8 44 *-* "LINK DISPLAY"

8 >>> "LINK DISPLAY"

8 LINK DISPLAY

8 !AOP3776 SEND ONLY SESSION IPT1 ACTIVE

8 !AOP3776 ---- HOSTNAME - 10.21.2.71

8 !AOP3776 ---- PORTNUMBER - 1040

8 !AOP3776 ---- TYPE - TCPIP

8 !AOP3776 ---- SEND COUNT (SEND ONLY) - 2

8 !AOP3776 ---- QUEUED COUNT (SEND ONLY) - 0

8 !AOP3776 ---- SENDRCV SESSION INACTIVE

8 !AOP3776 ---- NO HEARTBEAT CHECKING

8 !AOP3776 *******************************************

8 45 *-* rc = lnkcheck("IPT1")

8 46 *-* say ’link check return code:’ rc

8 link check return code: 0

8 47 *-* return 0

8 30 *-* Call Send_Data

8 49 *-* Send_Data:

8 *-* Procedure expose COMDATA.1 modem pin pmsg

8 50 *-* linkid = "IPT1"

8 51 *-* TestData = "AFRSAMP1" "Your Test Text"

8 52 *-* Return_Code = COMSDRCV("IPT1", TestData, "EXEC",40)

8 53 *-* Say Return_Code

8 0

8 54 *-* /* If the send worked out OK, the result will be in the */

8 55 *-* /* COMDATA stem variable. */

8 56 *-* If Return_Code = 0

8 *-* then

8 57 *-* Say COMDATA.1

8 Windows Version: WindowsNT 4.00

8 59 *-* "Link DISPLAY"

8 >>> "Link DISPLAY"

8 LINK DISPLAY

8 !AOP3776 SEND ONLY SESSION IPT1 ACTIVE

8 !AOP3776 ---- HOSTNAME - 10.21.2.71

8 !AOP3776 ---- PORTNUMBER - 1040

8 !AOP3776 ---- TYPE - TCPIP

8 !AOP3776 ---- SEND COUNT (SEND ONLY) - 3

Output of the Sample EXECs 47

8 !AOP3776 ---- QUEUED COUNT (SEND ONLY) - 0

8 !AOP3776 ---- SENDRCV SESSION INACTIVE

8 !AOP3776 ---- NO HEARTBEAT CHECKING

8 !AOP3776 *******************************************

8 60 *-* Return Return_Code

8 31 *-* Call Close_Connect

8 62 *-* Close_Connect:

8 *-* Procedure

8 63 *-* "LINK STOP LINKID(IPT1)"

8 >>> "LINK STOP LINKID(IPT1)"

8 LINK STOP LINKID(IPT1)

8 !AOP3727 LINK IPT1 HAS BEEN STOPPED SUCCESSFULLY

8 64 *-* "LINK DELETE LINKID(IPT1) TYPE(TCPIP)"

8 >>> "LINK DELETE LINKID(IPT1) TYPE(TCPIP)"

8 LINK DELETE LINKID(IPT1) TYPE(TCPIP)

8 !AOP3737 LINK IPT1 HAS BEEN DELETED SUCCESSFULLY

8 65 *-* If RC <> 0

8 66 *-* RETURN RC

8 32 *-* EXIT

AF/REMOTE OutputAF/REMOTE will display the following two windows:

and

Guide to Candle Customer Support 49

Guide to CandleCustomer Support

IntroductionCandle Corporation is committed to producing top-quality software products and services. To assist you with making effective use of our products in your business environment, Candle is also committed to providing easy-to-use, responsive customer support.

Precision, speed, availability, predictability—these terms describe our products and Customer Support services.

Included in this Guide to Candle Customer Support is information about the following:

Base Maintenance Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50– Telephone Support– eSupport– Description of Severity Levels– Service-level objectives– Recording and monitoring calls for quality purposes– Customer Support Escalations– Above and Beyond

Enhanced Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54– Assigned Support Center Representative (ASCR)– Maintenance Assessment Services (MAS)– Multi-Services Manager (MSM)

Customer Support Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . 55– Link to Worldwide Support Telephone and E-mail information

C

Base Maintenance Plan



OverviewCandle offers a comprehensive Base Maintenance Plan to ensure that you realize the greatest value possible from your Candle software investments. We have more than 200 technicians providing support worldwide, committed to being responsive and to providing expedient resolutions to support requests. Technicians are available worldwide at all times during the local business day. In the event of an after-hours or weekend emergency, our computerized call management and forwarding system will ensure that a technician responds to Severity One situations within one hour. For customers outside of North America, after-hours and weekend support is provided in English language only by Candle Customer Support technicians located in the United States.

Telephone supportCandle provides consistently reliable levels of service—thanks to our worldwide support network of dedicated experts trained for specific products and operating systems. You will always work with a professional who truly understands your problem.

We use an online interactive problem management system to log and track all customer-reported support requests. We give your support request immediate attention by routing the issue to the appropriate technical resource, regardless of geographic location.

Level 0 Support is where your call to Candle Customer Support is first handled. Your support request is recorded in our problem management system, then transferred to the appropriate Level 1 support team. We provide Level 0 manual interaction with our customers because we support more than 170 products. We feel our customers would prefer personal interaction to a complex VRU or IVR selection menu.

Level 1 Support is the service provided for initial support requests. Our Level 1 team offers problem determination assistance, problem analysis, problem resolutions, installation assistance, and preventative and corrective service information. They also provide product usage assistance.

Level 2 Support is engaged if Level 1 cannot provide a resolution to your problem. Our Level 2 technicians are equipped to analyze and reproduce errors or to determine that an error is not reproducible. Problems that cannot be resolved by Level 2 are escalated to Candle’s Level 3 R&D support team.

Level 3 Support is engaged if a problem is identified in Candle product code. At Level 3, efforts are made to provide error correction, circumvention or notification that a correction or circumvention is not available. Level 3 support provides available maintenance modifications and maintenance delivery to correct appropriate documentation or product code errors.

eSupportIn order to facilitate the support process, Candle also provides eSupport, an electronic full-service information and customer support facility, via the World Wide Web at www.candle.com/support/. eSupport allows you to open a new service request and update

http://www.candle.com/support/



existing service requests, as well as update information in your customer profile. New and updated service requests are queued to a support technician for immediate action. And we can respond to your request electronically or by telephone—it is your choice.

eSupport also contains a continually expanding knowledge base that customers can tap into at any time for self-service access to product and maintenance information.

The Candle Web Site and eSupport can be accessed 24 hours a day, 7 days a week by using your authorized Candle user ID and password.

Description of Candle severity levelsResponses to customer-reported product issues and usage questions are prioritized within Candle according to Severity Code assignment. Customers set their own Severity Levels when contacting a support center. This ensures that we respond according to your individual business requirements.

Candle has established the following service-level objectives:

Severity 1 Crisis

A crisis affects your ability to conduct business, and no procedural workaround exists. The system or application may be down.

Severity 2High

A high-impact problem indicates significant business effect to you. The program is usable but severely limited.

Severity 3Moderate

A moderate-impact problem involves partial, non-critical functionality loss or a reasonable workaround to the problem. A “fix” may be provided in a future release.

Severity 4Low

A low-impact problem is a “how-to” or an advisory question.

Severity 5Enhancement Request

This is a request for software or documentation enhancement. Our business units review all requests for possible incorporation into a future release of the product.

Call Status Severity 1 Goal

Severity 2 Goal

Severity 3 Goal

Severity 4 Goal

Severity 5Goal

First Call Time to Answer

90% within one minute

Level 1 Response(Normal Business Hours)

90% within 5 minutes

90% within one hour

Level 2 Response

(Normal Business Hours)

Warm Transfer

90% within two hours

90% within eight hours

The above information is for guideline purposes only. Candle does not guarantee or warrant the above service levels. This information is valid as of October 1999 and is subject to change without prior notice.



Scheduled follow-up (status update)

Hourly or as agreed

Daily or as agreed

Weekly or as agreed Notification is made when an enhancement is incorporated into a generally available product.

Notification is made when a fix is incorporated into a generally available product.

Call Status Severity 1 Goal

Severity 2 Goal

Severity 3 Goal

Severity 4 Goal

Severity 5Goal

The above information is for guideline purposes only. Candle does not guarantee or warrant the above service levels. This information is valid as of October 1999 and is subject to change without prior notice.



Recording and Monitoring Calls for Quality PurposesCandle is committed to customer satisfaction. To ensure that our customers receive high levels of service, quality and professionalism, we’ll monitor and possibly record incoming and outgoing Customer Support calls. The information gleaned from these calls will help us serve you better. If you prefer that your telephone call with Candle Customer Support in North America not be monitored or recorded, please advise the representative when you call us at (800) 328-1811 or (310) 535-3636.

Customer Support EscalationsCandle Customer Support is committed to achieving high satisfaction ratings from our customers. However, we realize that you may occasionally have support issues that need to be escalated to Candle management. In those instances, we offer the following simple escalation procedure:

If you experience dissatisfaction with Candle Customer Support at any time, please escalate your concern by calling the Candle support location closest to you. Ask to speak to a Customer Support manager. During standard business hours, a Customer Support manager will be available to talk with you or will return your call. If you elect to hold for a manager, you will be connected with someone as soon as possible. If you wish a return call, please tell the Candle representative coordinating your call when you will be available. After contacting you, the Customer Support manager will develop an action plan to resolve your issue. All escalations or complaints received about support issues are logged and tracked to ensure responsiveness and closure.

Above and BeyondWhat differentiates Candle’s support services from our competitors? We go the extra mile by offering the following as part of our Base Maintenance Plan:

n Unlimited multi-language defect, installation and operations supportn eSupport using the World Wide Webn Regularly scheduled product updates and maintenance provided at no additional chargen Over 200 specialized technicians providing expert support for your Candle products

Enhanced Support Services


Enhanced Support Services

OverviewOur Base Maintenance Plan provides a high level of software support in a packaged offering. However, in addition to this plan, we have additional fee-based support services to meet unique customer needs.

The following are some examples of our added-value support services:

n Assigned Support Center Representative Services (ASCR)

– An assigned focal point for managing support escalation needs– Proactive notification of available software fixes– Proactive notification of product version updates– Weekly conference calls with your ASCR to review active problem records– Monthly performance reviews of Candle Customer Support service levels– Optional on-site visits (extra charges may apply)

n Maintenance Assessment Service (MAS)

– On-site assessment services– Advice about product maintenance and implementation– Training your staff to develop efficient and focused procedures to reduce overall cost

of ownership of your Candle software products– Analysis of your Candle product environment: versions, updates, code correction

history, incident history and product configurations– Reviews to ensure that purchased Candle products and solutions are used effectively

n Multi-Services Manager (MSM)

Multi-Services Manager provides highly valued services to customers requiring on-site full time expertise to complement their technical resources.

– Dedicated on-site Candle resource (6 months or one year) at your site to help ensure maximum use and effectiveness of your Candle products

– Liaison for all Candle product support activities, coordination and assistance with implementation of all product updates and maintenance releases

– Works with your staff to understand business needs and systems requirements– Possesses technical and systems management skills to enhance your staff’s knowledge

and expertise– Other projects as defined in Statement of Work for MSM services


Customer Support Contact Information


Link to Worldwide Support Telephone and E-mail informationTo contact Customer Support, the current list of telephone numbers and e-mail addresses can be found on the Candle Web site, www.candle.com/support/.

Select Support Contacts from the list on the left of the page.

http://www.candle.com/support/

Glossary 57

Glossary

B

BIND Berkeley Internet Name Domain, a widely-used Domain Name Server (DNS) implementation.

D

DHCP Dynamic Host Configuration Proto-col, used to dynamically assign IP addresses.

DNS Domain Name Server, a server that con-verts names like www.candle.com into numeric IP addresses; for example, 198.210.35.35.

dotted decimal An IP address in the form of four numbers separated by periods. Each of the four numbers must be in the range 0 through 255.

Dynamic IP address An IP address that can change between reboots of a server.

I

IP Internet Protocol; an underlying protocol used in the Internet.

IP Address – As used in this manual, another name for a dotted decimal address.

N

NSLOOKUP A command, originally devel-oped with BIND, to request name and IP address conversion services from a DNS.

P

PING Allegedly named after the sonar sound, a command used to test basic TCP/IP connec-tion functionality.

R

RFC Request For Comments; the name used for Internet standards and proposed standards.

S

Static IP address A hard-coded IP address that will not change when a server is rebooted.

T

TCP/IP Transmission Control Program/Inter-net Protocol.TRACERTE (also TRACERT). The Trace Route command, used to determine the path taken by a packet when sent from one host to another.

G

Index 59

Aadd server IP address to HOSTNAME 20adjusting environment 15, 19, 25, 37AF/OPERATOR log output 45AF/OPERATOR tasks, performing 20AF/REMOTE

tasks 26AF/REMOTE output 47appearance and content of panelsl 16ASCR

assigned support center representative 54assigned support center representative

ASCR 54

Cchecklist 43client connections, defining 27COMM START command 21commands

COMM START 21LINK DEFINE 21LINK START 21NETSTAT 40NSLOOKUP 40PING 38tracert 40TRACERTE 40

Commnications Start process diagram 32common problems 16

people who can assist 17steps to avoid 16

communicate with AF/REMOTE server 22Communications Send/Receive process diagram 35Config option 26content of panels 16controlling the appearance and content of panels 16customer service

telephone support 50customer support

base maintenance plan 50contact information 55enhanced support services 54eSupport 50severity levels 51

DDefine REXX EXECs to initialize communications 20defining client connections 27defining peer connections 26

Eenvironment, adjusting 15, 19, 25, 37eSupport

customer support 50example host REXX EXEC 23EXECs, sample output 45

Hhost sessions settings 28

IIP address

dynamic 26

LLINK DEFINE command 21Link Define process diagram 33LINK START command 21Link Start process diagram 34link, taking down 22log output, AF/OPERATOR 45log output, AF/OPERATOR, output

AF/OPERATOR log 45

Mmaintenance assessment service

MAS 54MAS

maintenance assessment service 54MSM

multi-services manager 54multi-services manager

MSM 54

NNETSTAT command 40NSLOOKUP command 40

Ooutput of sample EXECs 45

Index


output, AF/OPERATOR log 45output, AF/REMOTE 47

Ppeer connections, defining 26performing AF/OPERATOR tasks 20PING command 38players, identifying 17problems, common 16

people who can assist 17steps to avoid 16

process diagrams 31Communications Send/Receive 35Communications Start 32Link Define 33Link Start 34

RREXX EXEC, example 23REXX script, including 29

SSample AF/REMOTE REXX script 30sample EXEC output 45settings, host sessions 28severity levels

customer support 51

Ttaking down the link 22tasks

AF/OPERATOR 20AF/REMOTE 26

TCP/IPproblems in using 16

TCP/IP checklist 43telephone support

customer service 50tracert command 40TRACERTE command 40

Uuser interface

customizing 15, 19, 25, 37

Connecting AF/Operator and AF/Remote Using...

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