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- 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
- State the following in regard to the affected servers:
- Node IP address
- Node hostname
- Node FQDN
- Support Zip(s) - See more specific instructions concerning support zips below.
- Anything that may be relevant.
- 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:
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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 RouterNodes: NMIS node name: r1 Node IP address: 10.254.254.1 Node hostname: R1 Node FQDN: r1.smithsmithholdings.comr1, r2, r3 Attachments: nmis-support-2017-11-28-2304.zip |
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