I opened another case on the same day that was resolved that week. Interestingly, on this second case, NetApp also opened a case on my behalf over the same issue in response to an autosupport email my NetApp generated when it crashed.
NetApp is extremely inconsistent about this. Our filers have probably crashed a half dozen to a dozen times in the couple of years we've owned them and this is the only time I've seen the autosupport email cause a case to be opened.
I have seen the same thing. I had a filer throw a disk one night, I called in, got a disk sent to me, got it 6 hours later( our support contract says 4 ), and dropped it in place. then the next day i had someone from netapp call me with an open case and explain they wanted to ship me another disk, and had a new case opened for me.
other times i have had a filer reboot on random crashes, and never heard a thing.
on th eother hand, it is nice to be able to get a warm body on the phone 24 hours a day, now if only there was a way to escalate faster...
-steve