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
- State the priority this case
- 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.
- 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:
Example email - Opening A Support Case
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