Case Creation Best Practices for Advanced Support Customers - Minimum Data Set
Article ID: 440029
Updated On:
Products
Issue/Introduction
Note: This KB is intended to educate customers on the minimum information that needs to be provided about an issue when a case is raised with Broadcom requesting for assistance or support
How will this help:
- Reduces the initial back-and-forth communication between Broadcom Support and customers, preventing a 1-2 day delay in average case age caused by insufficient details.
- Decreases initial triage time, leading to faster troubleshooting.
- Enables prompt engagement of relevant resource(s).
- Assists in accurately prioritizing cases and assigning the appropriate severity level by clearly outlining the relevant business impact.
Note: To enhance the support experience and streamline workflows while using the Minimum Data Set (MDS) Template, it is essential to actively partner with the assigned Support Account Manager (SAM).
Environment
The article applies for all Advanced Support Customers and VCF products:
VMware vCenter Server
VMware vSphere ESXi
VCF Operations/Automation (formerly VMware Aria Suite)
VMware Aria Operations (formerly vRealize Operations)
VMware vSAN
VMware NSX
VMware Site Recovery Manager
VMware Live Recovery
VMware Cloud Foundation
VCF Automation
VCF Operations
VMware SDDC Manager / VCF Installer
VMware Cloud Director
VCF Operations for Networks (Also known as VMware Aria Operations for Networks (AON) and formerly known as VMware vRealize Network Insight (VRNI))
VMware AVI Load Balancer
Cause
Advanced Support customers are required to open a case through Broadcom Support. The case submission must include the issue details in the specified format, and any additional available information should also be provided.
Resolution
Use the following template when opening the Case:
Issue Description :
System Impact :
Screenshots / logs / videos (as applicable) :
Date & Timestamp of issue occurrence / pattern of recurrence and when it was first reported :
Details on any major environmental changes :
Third party products / vendor details (if any) :
Troubleshooting performed and any Broadcom VMware KB articles referenced :
Additional Information can be provided:
Secondary contact details :
Name/IP address of Hosts/VMs involved :
Product / Version ( vCenter/ ESXi / NSX) :
Additional Information
Collecting logs or opening a new case:
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