Jump to Content
  Previous Next
Content starts here

Submit Support Case

You can use the Support Case Wizard to create a support case based on a detected signature, and automatically submit the case to BEA Customer Support. The wizard automatically creates the case with all of the signature-specific information required for a BEA support engineer to begin working on your case right away. You can also add any additional attachments and notes before sending the support case to BEA.

If you choose not to submit a support case, you can instead save the case information as a Case Creation Archive. Case Creation Archives are stored as files with the file name extension .car.

Notes: Before you can create and submit a support case, you must first associate your eSupport ID with Guardian. For information, visit the BEA Customer Support site at https://support.bea.com.
Note: If you are using a proxy server for outbound Guardian communications, make sure that you have enabled and tested the outbound proxy connection. For instructions, see Enable and Test Outbound Proxy on page 55.

To create and submit a support case, do the following:

  1. Open the Evaluation Summary containing the signature you want to include in the support case.

    2. Double-click on an Evaluation Summary entry in the Domain Explorer.

  2. Select the signature you want to include in the support case.

    3. Click on a signature entry to highlight it. This displays the Description and Remedy for the signature in the bottom portion of the Evaluation Summary display in the Document Pane.

  3. Open the Support Case Wizard.

    4. Click the Get more help from BEA support link at the bottom of the signature Remedy section to open the wizard. This automatically includes the signature details in the new support case, and displays the first page of the Support Case Wizard, which is the Support Case Notes page.

  4. (Optional) Enter any additional support case notes.

    5. In the Additional Case Notes field, enter any additional text that may be helpful to BEA Customer Support in resolving your case.

  5. Click Next to proceed to the Select Case Attachments page.

    6. Select the background information files to include with the support case. You can select one or more of the following:

    • Case Attachments:
      • Domain Inventory
      • Detected Signature Results
    • Recommended Attachments:
      • Server Log
    • Other Attachments:
      • Click the + icon to open a file browser from which you can select files to include.
      • Click the X icon to remove a file from the list.
  6. Click Next to proceed to the Select Case Destination page.
  7. Select the destination for the case.

    8. Select one of the following:

    • Submit Case to BEA Support — Select this if you want to connect to the BEA Customer Support sita and upload the support case.
    • Save Case Creation Archive — Select this to save the support case as a Case Archive for uploading later. Enter the location to which to save the file, or click the elipsis (...) to open a file browser from which you can select the location.
  8. Click Next to proceed to the eSupport Login page.
  9. Enter your eSupport Username and Password.

    10. If you elected to submit the case, enter your eSupport Username and Password. If you elected to save the case as an archive for later submittal, these fields are disabled.

  10. Click Next to proceed to the Select eSupport Site ID page.
  11. Select the eSupport Site Identifier to use for this case.

    12. Select an ID from the Enter Site ID drop down menu. If you have only one eSupport Site Identifier, this field is disabled. Otherwise, select an identifier from the Select Site drop down list.

  12. Click Finish to submit the case.

    13. If you elected to save the case to an archive file, a Case Creation Complete dialog box displays the date, time, and location of the file.

    If you elected to submit your case, Guardian proceeds to connect to the eSupport site and submit the new support case to BEA Customer Support. When the submission completes, a Case Creation Complete dialog box displays the date, time, and location of the archive file.

  13. Click OK.

    14. This dismisses the dialog box and returns to the Guardian main window.

  Previous Next