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
    • State the priority 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.
        
    • 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.

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

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

Body:  
	Opmantek Support,
		Our company has recently installed MegaFast routers, but we are not collecting and stats from them.

		Priority: 2 
		
		NMIS Server Hostname:  NMIS01
		NMIS Server FQDN: NMIS01.smithsmithholdings.com
		NMIS Server IP: 10.1.1.1

		Example MegaFast Router:
			NMIS node name: r1
			Node IP address: 10.254.254.1
			Node hostname: R1
			Node FQDN: r1.smithsmithholdings.com

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

NMIS Cases

For cases related to NMIS, a NMIS support zip file is required.

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