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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. 

Support Case Opening Checklist

  • 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 issue quickly:
      • <Customer_Company_Name> - <OMK Product> - <Brief Problem Description>
    • Email Body
      • Restate the problem description in the body of the email.
      • State the OMK products that are exhibiting the problem.
      • State the following in regard to the affected servers:
        • Hostname
        • FQDN
        • IP Address
      • State the following for any specific nodes 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.

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

 

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