Service Request

SunSolve Service Request Feature

As part of the Sun continuous improvement program a new feature to allow contracted customers to log / update and get a summary of a Service Request has been released in SunSolve 7.4. On October 14th, 2009.

Accessing the SR feature

The create Service Request feature is targeted at users migrating from the legacy Online Support Center and those customers and individuals who can not make use of the Member Support Center. It is available for user who have associated a contract in their profile.

If you are viewing a red lock symbol next to this feature, it means you have NOT logged in or your account does not allow you to access this. To address this please log in and select "Change Contract" and associate a valid Sun contact to your account.

SunSolve Service Request - Create SR feature

Note: Any field with a Red ? has a pop-up information box when the user mouses over the question mark. The pop-up advises the user what type of content could be entered in the field.

Image	Description
	Located under "Access Online Contracted Support" are two options. The first option is for the Member Support Center. Which is the primary SR creation process and allows access to Contracts and Install Base. A seconded option is to create Service Requests directly from SunSolve using a web form and an email update process.
	The language feature allows customers to select a Language prior to selecting one of the three options to log, update or request a summary. For example; if you select French and then select the "Create a Service Request" the next form which allows you to create a Service Request is in French, and the replies are captured in French.
	Identify your Problem - Select from Serial Number or Item Number. (Item Number is obtained from the Member Support Center Install Base and is a product's unique id). - Enter the Serial Number or Item Number - Select from the Problem Type drop down (ensure you select the option which represents your issue) - Select Urgency - Enter a short summary of your issue in the format: Product <issue>. For example; Solaris 10 will not install or Solaris 8 - How do I upgrade to Solaris 10.
	Problem Details Don't skip on this section. More details enable the Tier 2 Support Subject Matter Expert to work on your issue without having to contact you for more information before they can start the analysis process. Provide as much detail as possible. - Enter the OS and OS version - Setup - describe what software, storage, systems are being used. This is not the problem description. But a detailed setup of what your system looks like in relation to the problem you are experiencing. - Outline what is happening to your system. For example, is it running Backups, are you patching, are you moving it to another location. - Don't forget to tell Sun, what you have done so far to trouble shoot the problem.
	SR Company Details - Lets us know the address for the location at which the system is installed. If this is blank the system will default to the known address as identified in the Member Support Center Install Base record. Primary Contact - Who should we contact, provide details. Secondary Contact - If the Primary is unavailable this is the person Sun will contact.
	After selecting submit the submit screen is displayed. You will also receive an email from SunSolve confirming the request to Sun's internal systems to create the Service Request.
	An example, of a successful Service Request request.

Update and Summary requests.

	The update screen enables a user to enter in a summary, and the update is created as a published note in the Service Request. The Engineer owning the SR is also notified that the update was created.
	Request for a summary provides to the requester a list published notes at the Service Request level; there are no task notes included. Viewing Task notes is only available for Member Support Center users.
	Example of a SR Summary email. Please note, this is only the SR level status and for a full update of all task notes, users need to access the Member Support Center. This is an attachment to a notification. NOTE: This is in English ONLY and is not translated.

FAQ

Question	Answer
How long before I receive an email reply ?	You will receive two emails. One is a copy of your request showing the values you filled in. This is for your information only. Next, you will receive an email with your Service Request id or an email notification advising that at this time Sun could not log your Service Request.
Why does my SR request fail?	Your SR request fail will fail, if : 1. Sun has your serial number in its install base more than once. 2. If you submit multiple SR for the same serial number within quick succession (within 6 minutes)
Whose name is the contact on the Service Request ?	If the primary contact or secondary contact's email address is matched to any of the IB owner's contacts, it will be listed as the primary contact on the SR. If there is no match then the application uses the employee for 'SUNSOLVE-EMAIL' and lists it on the the SR as 'Employee', with the real user's name in the SR.
When will I get the SR creation notification?	An email from Sun should arrive within 15 minutes after you log the request. Please do not log multiple requests whilst waiting, as the additional requests will fail.
What happens when the Boundary systems for SunSolve have outages, how does affect my SR request.	The email center application will store the requests and once a day when the boundary system is restored the SR's will be processed.

Service Request

SunSolve Service Request Feature

Accessing the SR feature

SunSolve Service Request - Create SR feature

Update and Summary requests.

FAQ

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