Service Request

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h2. 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 is being released in SunSolve 7.4.

SunSolve 7.4 is due for release on October 09, 2009.

h4. 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.

h2. SunSolve Service Request - Create SR feature

Note: Any field with a Red {color:#ff0000}*?*{color} 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 ||
| !start-sr.png|thumbnail! | Located under "Access Online Contracted Support" are two options. \\
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The first option is for the Member Support Center. Which is the primary SR creation process and allows access to Contracts and Install Base. \\
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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. \\
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*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. |
| !Step1.png|thumbnail! | *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&nbsp; - How do I upgrade to Solaris 10. \\ |
| !step2.png|thumbnail! | *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 \\

| !SR-email-message.gif|thumbnail! | An example, of a successful Service Request request. |

h3. FAQ

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