Recommended Data Collection for Sun Secure Global Desktop (SSGD)
When contacting Sun Support to obtain assistance with an SSGD issue, it is necessary to provide a detailed problem description and a minimum set of required data - directly below are some guidelines on these topics. It will also often be necessary to collect additional data which is more specific to the problem - recommendations for which will follow below.
Basic Data Required
Please provide the following when opening Cases for the Sun Secure Global Desktop (SSGD) Product :
1. Your SSGD Support contract number, or confirmation that you are willing to proceed on a "Time and Materials" basis.
2. A clear problem description.
3. If it is a new installation/configuration or an existing setup.
4. When the problem first appeared, had anything else happened around that time ?
5. Have any actions already been attempted ? If so, please state the actions.
4. Is the problem reproducible ? If so, please provide a detailed test case.
5. When was the problem first noticed (approximate date and time)?
6. Client platform being used (OS and version) e.g Windows 2000, Solaris 10 Sparc, etc
7. Applications servers (if being used), including OS, and version. e.g. Windows 2003 Terminal server
8. SSGD version:
tarantella version
9. SSGD configuration:
tarantella config list
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