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 enable 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 by selecting an item from the pull down list. If there is only one server in your domain, then the Administration Server is used by default and this step is skipped.
- 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.
- 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.
- 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.
- 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.
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.
- eSupport Login - enter your BEA eSupport username and password. This enables Guardian to log in 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.
- 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.
The successful completion of the Support Case Wizard results in:
- 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.
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.
- The Progress View shows the local time that the case was created.
- 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.
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