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
I already have a suggestion in to NetApp support for a terse and verbose mode for the autosupport mail.
I further suggest that the verbose mode (with the fibre channel and CIFS) be automatically switched on, when a problem occurs (crash, component failure, etc.). I was told that is what they do now with the block checksums on volumes.
At 10:11 AM +0100 9/21/99, Garrett Burke wrote:
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
}}}===============>> LLNL James E. Harm (Jim); jharm@llnl.gov (925) 422-4018 Page: 423-7705x57152
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Garrett Burke -
Jim Harm