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FAQ: How support site handling Technical Support case automatic creation via HTTPS?

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Category:
ontap-9
Specialty:
CORE
Last Updated:

Applies to

  • ONTAP 9
  • AutoSupport
  • HTTPS

Answer

Q1. How NetApp Support site handling automatic case creation if a proxy server is configured?

Regardless of whether a proxy server is configured or not, automated call home function regarding critical events trigger support cases automatically if the message satisfies at least two of the following criteria and sent to the support site:

  • Indicates a condition that may be technically complex enough to merit engagement by a NetApp support engineer.
  • Contains sufficient accurate detail about a failure to allow automatic diagnosis and troubleshooting guidance.
  • Is specific to a field replaceable unit (FRU) failure where NetApp can reasonably automate end-to-end replacement within Target Response Objectives (TRO).

Q2. How is the user informed when support cases are opened automatically?

The user account registered on the NetApp Support site and associated with the serial number receive automatic case notifications email.

Additional Information

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