Objective
In order to provide fast time to resolution for all support tickets we'd like our customers to provide the following information when a support case is opened. We have found that with this information we can reduce time to resolution in some cases by days.
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Suport Case Opening Checklist
NMIS Cases
NMIS Support Zip
The NMIS support zip contains valuable information that will enable our support engineers to develop a solid vector on the problem. Attaching this support zip to a new case will reduce time to resolution. While running the tool it will recognize some common problems and prompt the user for action.
Gather a NMIS support zip as described here: https://community.opmantek.com/x/sgdm
Examples NMIS support tool use cases:
### Typical case [root@opmantek ~]# /usr/local/nmis8/admin/support.pl action=collect ### When log files are too big for the default zip size, try this option. [root@opmantek ~]# /usr/local/nmis8/admin/support.pl action=collect maxzipsize=31457280 ### If the problem is related to a specific node, focus the support tool on it. [root@opmantek ~]# /usr/local/nmis8/admin/support.pl action=collect node=r1
OMK Cases