Updated September 13, 2018
Overview
This article provides tips and tricks on opening up a support ticket with SolarWinds and how to get a fast response and resolution.
Detail
Always provide details and screen shots. You can also upload a short video recording of the application behavior if needed.
To open a support ticket for a fast resolution of your issue, follow the steps below:
- Open a MS Word document.
- Add all screen shots of your issue in the Word document and add a description to each of them.
- If you have a service flapping issue, proceed with the below steps:
- Take a screen shot of the Orion Service Manager with the services that are flapping.
- Take a screen shot of every tab in the Task Manager.
- Take a screen shot of any errors connected with the Configuration wizard failure.
- If your Orion Web Console is working, go to Settings > All Settings > Polling Engines, and make a screen shot.
- Add the following details:
- Time and date when the issue first occurred.
- Describe any changes that you may have done - provide details when this issue occurred, what changes were made, and any Windows or hotfix update.
- Provide an in-depth description of your issue.
- Include references to screen shots and detail what happens when the issue occurs.
- Troubleshooting steps taken:
- Include any troubleshooting steps you’ve taken.
- Include information from the Solarwinds Success Center if you've referenced any. Also, provide the KB link.
- Make sure you have listed everything you have tried and that the steps are listed in exactly the same order as you've tried them.
- Did you receive any interesting errors? Include all such errors.
- If the issue is reproducible (even intermittently), note the exact steps taken to reproduce the issue.
- Provide your direct line phone number.
- Provide your location.
- Provide your working shift and time zone.
- Collect your SolarWinds diagnostics.
- Open a Support Ticket.
In the Subject line, always add the error that you have in the screen shots or in service logs.
- Attach the Word Document to the ticket.
- Upload the diagnostics with the ticket number you have received.
- Reply to the ticket email that you have uploaded the diagnostics.