RT Support Ticket System

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2 Table of Contents RT Self Service Panel Login... 1 Creating a New Ticket... 1 Reviewing the Ticket... 3 Reading a Thread... 3 Resolving a Ticket... 4 Re-opening a Ticket... 4

3 Note: At the time of purchase, Cluster Resources will create a Support account for you. The account details are included in the Support Access document that is sent to each new purchaser. Please contact your account manager if you have not received the Support Access document. RT Self Service Panel Login To log in to the Cluster Resources Support site, point your browser to the following URL: Upon login, the RT Self Service Panel launches and displays all of your open tickets. Creating a New Ticket To create a new ticket, do the following: 1. Click New ticket in the left navigation area to open the queue list. Note that each of Cluster Resources products has an associated queue. 2. Click the queue that best fits your support issue Cluster Resources, Inc. 1

4 3. In the Cc field, add addresses of those you want to include in ticket notification. 4. Type a descriptive subject that illustrates the issue in the Subject field. 5. Select the issue severity. 6. The form also allows for attached log files and other relevant files; attach any such files. Note: You can attach small text files to tickets, but large files, especially core-dumps, should be submitted via SCP. If you submit a file, include the number of the ticket in the file name to facilitate file retrieval and correlation of a given file with a ticket. Also, include the name of the file(s) in the ticket to notify support of files associated with a given ticket. To submit a file via SCP, use the following syntax with hello as the password: scp <filename> 7. If relevant, in the Fix Release box, specify a release version. 8. Please include as much detail as possible in the description box, including diagnostic outputs and examples Cluster Resources, Inc. 2

5 9. After you have specified the requisite information, click Create ticket (at the bottom of the page). Reviewing the Ticket After a ticket is created, the screen will automatically change to a page with the ticket s details. The ticket contains a historical record of all actions taken regarding each issue. Reading a Thread In the following example / screenshot, a Cluster Resources support engineer has just responded to a support request; the response can be seen just below the initial request Cluster Resources, Inc. 3

6 Throughout the life of a ticket, the dialogue between the ticket initiator and the support engineer is preserved. To respond to a question or to provide more information, click Reply (located in the upper right corner of each response frame). Resolving a Ticket Once an issue is resolved, do the following: Add a comment to the ticket to indicate that the matter is no longer an issue so that a Cluster Resources support engineer can change the status of the ticket to resolved and close it. Or, if you prefer, do the following: 1. Open the specified ticket in a browser. 2. At the top of the page, click the Resolve link. 3. Provide additional details as necessary to inform the support engineer (and anyone else) working on that ticket of its resolved status. 4. Submit the information to let Cluster Resources (and anyone else working on the issue) know that the issue is resolved, the ticket is closed, and no more action is needed. Re-opening a Ticket If it becomes necessary to re-open a ticket, from the RT Self Service Panel home (that launches after initial login), do the following: 1. Click Closed tickets in the left navigation area Cluster Resources, Inc. 4

7 2. Find and click the appropriate ticket. 3. Change the status back to Open Cluster Resources, Inc. 5

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