1. Front-end for a RETAIN Function Melissa Chávez Client: IBM February 28 th, 2004

2. Outline RETAIN RETAIN Customer Call Customer Call Problem Specification Problem Specification Existing Solutions Existing Solutions Requirements Requirements Implementation Implementation Future Work Future Work

3. RETAIN (1) RETAIN Database RETAIN Database Record of IBM’s Operating Systems Problems Record of IBM’s Operating Systems Problems Corporate Customers Corporate Customers Customer Service Representative Customer Service Representative Receive Calls Receive Calls Enter information Enter information Fixed according to severity Fixed according to severity

4. RETAIN (2) Huge database Huge database About 30 years old About 30 years old Very reliable Very reliable Command line interface Command line interface Hard for new hires Hard for new hires Examples: Examples: t cs train cs train cr noch cr noch

5. Customer Call Technical support representative Technical support representative Operating system’s problems Operating system’s problems PMR’s (Problem Management Record) PMR’s (Problem Management Record) Creating APAR’s (Authorized Program Analysis Report) Creating APAR’s (Authorized Program Analysis Report) IBM Fix IBM Fix 8 windows 8 windows

6. Problem Specification Tasks for project Tasks for project Front-end Front-end Spell checker Spell checker

7. Existing Solution C tool written around 20 years ago C tool written around 20 years ago Operating system no longer exists Operating system no longer exists CC Win CC Win MS Windows program that serves as a front- end for RETAIN, but it does not include the function of Creating an APAR. MS Windows program that serves as a front- end for RETAIN, but it does not include the function of Creating an APAR.

8. Requirements GUI Requirements GUI Requirements Creates APAR Creates APAR Limits user not to enter unwanted information Limits user not to enter unwanted information Obliges user to enter required information Obliges user to enter required information Spell checker requirements Spell checker requirements Used when creating APAR Used when creating APAR English only English only Regular and custom dictionaries Regular and custom dictionaries Suggests words Suggests words

10. Example Example of problem description where the spell checker will be used: Example of problem description where the spell checker will be used: “Customer application abended with MESSAGE ABC123 due to no-rec-found code. VSAM error recovery module, IGDxxxx, entered a loop repeating the error message until the console buffers were depleted and the system went into a waitxxx requiring the system to be re-IPLed.”

11. Spell Checker Step # 1: Construct a list of all different words in the input field. Step # 2: Look up each word in the list in the dictionary.  If word exists, delete from list.  If word exists, delete from list.  If word is not found, leave it in the list.  If word is not found, leave it in the list. Step # 3: Use approximate string matching algorithm to find suggestions for misspelled words.

12. Approximate String Matching Algorithm Ф H O U S E ФHUSE Horizontal lines = insertion Vertical lines = deletion Diagonal lines = a substitution

13. Future Work Synchronization Synchronization Allow users to switch back and forth between RETAIN and the front-end Allow users to switch back and forth between RETAIN and the front-end English Dictionary English Dictionary Merge both dictionaries into one Merge both dictionaries into one

14. Questions?