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Huawei Server Maintenance Manual 09

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Huawei uses machine translation combined with human proofreading to translate this document to different languages in order to help you better understand the content of this document. Note: Even the most advanced machine translation cannot match the quality of professional translators. Huawei shall not bear any responsibility for translation accuracy and it is recommended that you refer to the English document (a link for which has been provided).
Collecting Basic Information

Collecting Basic Information

A customer needs to collect basic information listed in Table 3-5 before submitting a service request.

Table 3-5 Server fault records

Server Fault Records

Trouble Ticket No.

Example: 123456

Fault Reporting Time

Example: 2015-10-18 20:30:00

Customer Name

Full name of your organization

Address

Example: 20 Baker Street, New York

Customer Contact/ASP Name

Example: John Smith

Contact Info

Example:

Phone: 12345678

Email: 1234@567.com

Server Model

Example: RH2285 V2TaiShan 5180

ESN

2102310XXXXX

For details, see Obtaining a Product Serial Number.

Hardware Configuration

Example:

CPU: Intel i5 2.2Ghz

RAM: 8GB DDR4

(Enter "N/A" if the hardware configuration cannot be specified).

OS and Service Software Versions

Example: SUSE Linux Enterprise Server 11 SP1 64-bit or Oracle 10U2

(Use the symptoms of the fault to determine whether to collect the OS and service software versions.)

Fault Occurrence Time

Example: 2015-10-18 19:15:00

Fault Symptom

Example: The server stopped responding when powered on.

Action Before Fault Occurrence

Example: Memory capacity expansion.

Action and Result After Fault Occurrence (Optional)

Example: The user replaced the memory but the fault persisted.

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Updated: 2019-02-25

Document ID: EDOC1000041338

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