Collecting Basic Information
The customer needs to collect basic information listed in Table 4-1 before submitting a service request.
Server Fault Records |
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Trouble Ticket No. |
Example: 123456 |
Fault Report 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 |
Phone number and email address |
Device Model |
For example, TaiShan 100 server (model 5280) |
SN/ESN |
Example: 2102310XXXXX (For details about how to obtain the number, see Obtaining a Product SN.) |
Hardware Configuration |
If the device configuration (CPUs, DIMMs, RAID controller cards, or NICs) is modified, you need to provide the modified configuration. If the configuration is not modified, enter None. |
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OS and Service Software Version |
Example: SLES 11 SP1 64-bit. (Consider the fault symptom to determine whether to collect the OS and service software versions.) |
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Fault Occurrence Time |
Example: 2015-10-18 20:30:00 |
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Fault Symptom |
Example: The server frequently restarts during OS installation or the server stops responding upon power-on. |
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Action Before Fault Occurrence |
Example: BIOS settings configuration, memory capacity expansion, network settings modification. |
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Action and Result After Fault Occurrence (Optional) |
Example: After the power cable is disconnected and then reconnected, the fault persists. After the DVD-ROM is replaced, the fault persists. ... |
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