RE: autosupport mail (Was RE: tech support waits) - toasters

21 Sep 1999


      Excellent suggestions. Both of them. I will fllow up on this with engineering.
-diptish
...
-----Original Message-----
From: Garrett Burke [mailto:Garrett.Burke@msc.ie]
Sent: Tuesday, September 21, 1999 2:12 AM
To: 'Datta, Diptish'
Cc: toasters@mathworks.com
Subject: autosupport mail (Was RE: tech support waits)
Importance: High
Hi Diptish,
With regards to NetApp starting to use the autosupport mail 
for automated
suggestion of bug fixes might I suggest two things:
a) That the contents of the autosupport mail be made configurable For
example I like autosupport mail, but I don't like the NT Share ACLs,
usernames nor connected hosts being included as this leaks 
internal security
information (running 5.2.1).  The mails are already in 
sections so your
automated system could use these to see what info is avalable 
in the mail.
I  understand that the more information that I provide to support the
quicker the fix, but it's a shame that it might be an all or nothing
decision as regards auto support.
b) Provide your customers with the same scripts that you use 
to process
autosupport so it can be done on site or at least provide a 
'what to look
for in autosupport mails' guide right down to the nitty 
gritty like 'If nbt
disconnects are more than .1% of your total CIFS operations 
then you should
investigate for possible network problems'  (Given the info & 
the time I'd
write my own scripts and use qpage to page me when things got 
nasty. I'd
happily share such scripts)
Providing the customers with the scripts would allow those 
sites that don't
want to run autosupport mails the ability to place a support 
call and be
able to give more info than at present e.g. 'I'm running 5.3.2 and
autosupport processing script v1.3 is giving a problem #44 - 
disk showing
recurring errors'
It's in our (i.e. filer users) interest to provide as much 
info as possible
to help CS solve the 
problem and NetApp can help us to provide that info. Support 
is a two way
thing.
Thanks for taking the time to listen to users comments
Regards,
GB.
...

From: 	Datta, Diptish[SMTP:diptish.datta@netapp.com]
Sent: 	21 September 1999 07:11
To: 	'sirbruce@ix.netcom.com'
Cc: 	toasters@mathworks.com
Subject: 	RE: tech support waits