How to create a Wolken case for Avi Product Line

Products

• VMware Avi Load Balancer

Issue/Introduction

There has been instances where Avi product support cases get routed to incorrect BUs. This has resulted in an unintended delay in addressing the customer’s issue.

This KB intends to guide customers create Avi support cases with correct information which helps Wolken platform to route Avi case to Avi support engineering 

Environment

Wolken

Cause

Misrouted Avi support cases

Resolution

Follow below guidelines to fill Wolken fields with Avi related information 

Case Type tells Wolken if its Fed case or Non-Federal case, Fed cases are routed Avi Fed support engineers, Non-Federal cases are routed all Avi support engineers. 

#1 Choose Case Type

or 

Once above choice is made, below content applies to both Case Types

 

#2 Product should be VMware Avi Load Balancer 

 

#3 Product release should be Avi Version, not AKO, vCenter or other versions

 

#4  Component - if unsure, choose Avi LB, support team can work with you to identify the component