Page History

...

•  Email Structure
  •  Email Subject - The email subject will become the support ticket name.  A subject format such as the following will assist support engineers in finding your ticket quickly:
    
    •  <Customer_Company_Name> - <OMK Product> - <Very Brief Problem Description - 8 words or less>
  •  Email Body
    •  Problem description in the body of the email. 
    •  State the priority for this case
      •  Priority 1 - Business Critical - Production system is down.
      •  Priority 2 - Severe Impact - Production system unreliable.
      •  Priority 3 - Degraded Operations - Production system presents inconsistencies.
      •  Priority 4 - Informational - Customers are requesting information. 
    •  State the OMK products that are exhibiting the problem.
    •  Explain any recent changes that may have led to the current problem.
    •  For customers that have deluxe support contracts with Opmantek; please provide the following information:
      
      •  State the following in regard to the affected servers:
        •  Hostname
        •  FQDN
        •  IP Address
      •  State the following for any specific nodes node name(s) that are exhibiting the problem:
        •  NMIS node name
  •  Node IP address
    •  Node hostname
    •  Node FQDN
     Email Attachments - Email attachments to JIRA have a 10MB size limit. If pertinent documents/files exceed this suport@opmantek.com will direct the customer as to the best method to share them.
    
    •  Support Zip(s) - See more specific instructions concerning support zips below.
    •  Anything that may be relevant.

...

From: customer@customer.com
To: suport@opmantek.com

Subject: Smith & Smith Holdings - NMIS - No Stats For MegaFast Routers

Body:  
	Opmantek Support,

		Problem Description:
		Our company has recently installed MegaFast routers, but we are not collecting and stats from them.
		
		Priority: 2 
		Product: NMIS
		Recent Changes: Added new vendor's hardware.
		
		NMIS Server Hostname:  NMIS01
		NMIS Server FQDN: NMIS01.smithsmithholdings.com
		NMIS Server IP: 10.1.1.1

		ExampleProblem MegaFast Router:
			NMIS node name: r1
			Node IP address: 10.254.254.1
			Node hostname: R1
			Node FQDN: r1.smithsmithholdings.comNodes: r1, r2, r3

Attachments:  nmis-support-2017-11-28-2304.zip

...