To submit a support case, invoke the Support Case Wizard from an Evaluation Summary by clicking the Get more help from BEA support link. You can open an Evaluation Summary either by performing an evaluation, or double-clicking an 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 to be used to gather the domain's environment information for the support case, typically the Administration Server.
Support Case Notes - Add any additional text that you feel may be helpful to BEA in resolving the support case.
Select Case Attachments - Specify which background information files will be sent to BEA, for example, the server log or the domain configuration file. Each signature identifies the background information needed to resolve the case. You can either submit the files the signature recommends, choose not to submit them, or add additional files. By submitting the recommended background materials now, you allow the BEA support engineer to begin working on the case sooner.
Domain Login - Enter the username and password to login to the domain where the signature was detected. If you earlier selected Remember username/password in the Domain Activation Wizard, they will already be filled in for you.
Select Case Destination - Decide whether to connect to BEA and upload the support case now, or save it as a Case Archive for uploading later. If you choose to save it as a Case Archive, you have to select the Case Creation Archives folder to save the Case Archive in before proceeding. The Case Creation Archives folder is in the Guardian Workspace under the folder created for each domain during activation.
eSupport Login - Enter your eSupport username and password. This allows Guardian to login to the eSupport website to create the support case.
When the eSupport login is entered, you can click the Finish button to either submit the support case to BEA, or save it as an archive for later submission.
