There is the VLTEST parameter that can be specified as a PARM= option or as a $ORTPARM parameter. There are eight possible tests that it can perform, but for the OPS case there is only one answer. He should specify VLTEST=0, which says, for purposes of comparison, any short key fields will be padded with binary zeroes and the method of comparison will be CLC. Note, the zeroes are removed before the record is written to SORTOUT or passed to an E35. The default value is VLTEST=1, which is what he must have to have the problem he is having.
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