As a seasoned IT professional, I have spent countless hours working with virtual machines (VMs) and resolving support requests (SRs) for my clients. Over the past five years, I have noticed a pattern in the questions that VMware Support asks when opening an SR. These questions are often repetitive, time-consuming to answer, and sometimes even irrelevant to the issue at hand.
To address this challenge, I have developed a custom template for working with VMware Support. This template has significantly reduced the amount of time it takes to resolve SRs, while also improving the accuracy and efficiency of the resolution process.
In this blog post, I will share my custom template for working with VMware Support, including the specific questions and information that should be included when opening an SR. Please note that this is not an official VMware SR template, but rather a best practice guide based on my own experience and successes.
1. Product Versions and Timestamps
When opening an SR with VMware Support, it is essential to provide accurate information about the product versions and timestamps involved. This includes the version numbers of any relevant software components, such as ESXi, vSphere, vCenter, and any applicable patches or updates. Additionally, include the exact date and time when the issue occurred, as well as any relevant logs or screenshots that can help Support understand the problem.
2. System Configuration and Setup
To ensure a smooth and efficient resolution process, it is crucial to provide detailed information about your system configuration and setup. This includes details such as the number of CPUs, memory, and storage devices in use, as well as any relevant network configurations or virtual switches. Also, provide information about the operating system and any other software components that may be relevant to the issue at hand.
3. Issue Description and Reproducibility
When describing the issue you are experiencing, it is important to be as specific and detailed as possible. This includes providing clear and concise descriptions of the symptoms, errors, or other issues you are encountering. Additionally, include information about any steps you have taken to try to reproduce the issue, including any relevant logs or error messages that may have been generated.
4. Environmental Factors and Troubleshooting Efforts
To help VMware Support understand the root cause of the issue, it is essential to provide information about any environmental factors that may be relevant. This includes details such as the physical location of the affected systems, any relevant network or storage configuration issues, and any recent changes or updates that may have been implemented. Additionally, include information about any troubleshooting efforts you have made so far, including any commands or scripts that have been run to try to diagnose the issue.
5. Skyline Org Information
Finally, when opening an SR with VMware Support, it is important to provide accurate and complete information about your organization’s Skyline configuration. This includes details such as the number of users, groups, and roles that are defined in your Skyline instance, as well as any relevant security or access control settings. Additionally, include information about any custom configurations or integrations that may be relevant to the issue at hand.
By incorporating these questions and information into your SR template, you can significantly improve the speed and accuracy of the resolution process. Remember that this is not an official VMware SR template, but rather a best practice guide based on my own experience and successes. Feel free to modify or customize this template as needed to fit your specific needs and requirements.