Support Case Wizard

The Support Case Wizard gathers the information needed to create a BEA support case. You can either connect to BEA to open an actual support case now, or save the case information in a Case Creation Archive to open a support case later.

To invoke the Support Case Wizard, click the Get more help from BEA support link in an Evaluation Summary. You can create a support case in response to any signature that is detected in an evaluation.

You can open an Evaluation Summary either by performing an evaluation, or by double-clicking the Evaluation Summary entry in the Domain Explorer.

The Support Case Wizard uses a sequence of dialog boxes to gather the information needed to open a support case and allow a BEA support engineer to begin working on it. The Support Case Wizard steps are:

Select Server Node - identify the server node on the domain that has the detected signature. If the node preselected in the dialog box is not the correct one, then you can change it with the pull down list. If there's only one server in your domain, then the Administration Server is used by default and this step is skipped.

Figure 4-102 Support Case Wizard Select Server Node

Support Case Wizard Select Server Node

Support Case Notes - add any additional text that you feel may help resolve the support case sooner in the Additional Case Notes section. The Default Case Notes section already contains the text from the Evaluation Summary's description and remedy sections.

Figure 4-103 Submit Support Case Support Case Notes

Submit Support Case Support Case Notes

Select Case Attachments - specify which background materials to send to BEA, for example, the server log or the domain configuration file. Each signature includes a list of attachments needed to resolve the case. Some, such as the Domain Inventory, are required to create a support case. They are listed in the Case Attachments section and cannot be unselected. Others, such as the Server Log, are optional. They are listed in the Recommended Attachments section and are selected by default, but can be unselected.

If you feel additional attachments would help in resolving the support case sooner, you can add them to the Other Attachments section by clicking the plus sign icon and navigating to the attachment you want to add.

By submitting these background materials now, you save the BEA support engineer from having to contact you to get the same information later. This saves time in getting your support case resolved sooner.

Figure 4-104 Support Case Wizard Select Case Attachments

Support Case Wizard Select Case Attachments

Domain Login - enter the username and password to login to the domain and get the case attachments specified in the previous step. If you checked the Remember username/password check box when activating or modifying the domain, the username and password are already filled in. If you check the Remember username/password check box, you won't have to enter domain login credentials for any future domain access operations.

Figure 4-105 Support Case Wizard Domain Login

Support Case Wizard Domain Login

Select Case Destination - select whether to connect to BEA and create a support case now, or save the case information as a Case Creation Archive, and create a support case later. Saving the case as a Case Creation Archive may be useful for people who are not connected to the Internet and need to send it to BEA from a different machine.

Figure 4-106 Support Case Wizard Select Case Destination

Support Case Wizard Select Case Destination

If you choose to save the case as a Case Creation Archive, you must select a folder in which to save it. BEA recommends using the data/<domain node>/Case Creation Archives folder in the Guardian Workspace location you specified when you started Guardian.

Figure 4-107 Support Case Wizard Browse for Folder

Support Case Wizard Browse for Folder

Figure 4-108 Support Case Wizard Select Case Destination Archive Location

Support Case Wizard Select Case Destination Archive Location

eSupport Login - enter your BEA eSupport username and password. This allows Guardian to login to the eSupport website to get your list of available eSupport site identifiers and create the support case. If you select the Remember username/password check box, you won't have to enter your eSupport login credentials for future support cases.

Figure 4-109 Support Case Wizard eSupport Login

Support Case Wizard eSupport Login

Select eSupport Site Id - if you have more than one eSupport site identifier, select the one to use for this support case. This step is skipped for most customers who have only one site identifier.

Figure 4-110 Support Case Wizard Select Site Identifier

Support Case Wizard Select Site Identifier

The Case Creation Complete dialog box gives you the support case number, date, and time of creation. The time includes the time zone of BEA's eSupport website. BEA recommends saving the case number to aid in future correspondence with BEA.

Figure 4-111 Support Case Wizard Completion Dialog Box with BEA Case Number

Support Case Wizard Completion Dialog Box with BEA Case Number

Once the case has been created, it is treated like any other BEA support case. But, because the Support Case Wizard included attachments specific to the case and optional notes from you, BEA's support engineers can analyze it more efficiently.

If you earlier elected to save the case as a Case Creation Archive instead of connecting to BEA, the Case Creation Complete dialog box displays the date, time, and location of the archive file.

Figure 4-112 Support Case Wizard Completion Dialog Box with Case Archive

Support Case Wizard Completion Dialog Box with Case Archive

The Progress View shows the local time that the case was created.

Figure 4-113 Progress View Successful Completion

Progress View Successful Completion

After the case has been created, the Evaluation Summary is updated with either the BEA support case number, or the name of the Case Creation Archive. The Get more help from BEA support link is no longer available.

Figure 4-114 Support Case Wizard Updated Evaluation Summary

Support Case Wizard Updated Evaluation Summary

User Guide

Support Case Wizard

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