What information should always be attached to an Intelligence Center case before escalating it to DevSupport (IC Escalalation Checklist)?

Solution

Overview
Joint IC/DC Example

Certain information is always useful for Intelligence Center Cases prior to Escalation. Below is an exemplar form for the questions that should be known in a situation in which the DC and IC are running on separate servers.

For joint IC/DC Servers, the same questions would be asked for the single server.

IC Escalation Checklist Exemplar

Separate  IC/DC Example

Please copy all text from the below information and paste it into an activity in the SR

Intelligence Center Environment
Customer name
Mustelid, Inc.

Associated SR
2-5555555555

IC Serial Number
905-10000001

Has the customer installed the IC permanent key?
Yes

How many devices is the customer licensed for?
100

Specify the IC Architecture
Dual IC/DC Servers

Data Collector 1 System /Software Environment
What operating system is the DataCollector 1 running?
Windows Server 2003 Enterprise

Is the OS 32bit or 64bit?
32bit

What Service Pack is running on the OS?
Service Pack 2

How much ram does the server possess?
16GB

What is the total/free disk space for each hard drive?
c:400GB/200GB d:500GB/400GB

What is the min/max Virtual Memory for each hard drive?
c:1024/2048 d:2048/16GB

Is Virtual memory set for Best Performance/Programs?
Yes

Is the Windows firewall turned on?
No

Are any of the following products installed?

Intelligence Center System /Software Environment
What operating system is the Intelligence Center running?
Windows Server 2003 Enterprise

Is the OS 32bit or 64bit?
32bit

What Service Pack is running on the OS?
Service Pack 2

How much ram does the server possess?
16GB

What is the total/free disk space?
c:500/100 d: 500/250

What is the min/max Virtual Memory for each hard drive?
c:1024:2048 d:204816GB

Is Virtual memory set for Best Performance/Programs?
Yes

Is the Windows firewall turned on?
No

Are any of the following products installed?

Network Environment
How many PacketShapers?
50

How many are Core?
4

Number of 3rd party Network devices managed by IC
0

Total Classes
4000

Total Host Pairs
50000

Total FDR Flows
4000/min

VM/SAN Environment
Are they running in a Virtual environment?
Yes

Virtualization Product?
VMware

What version?
4.0

Which servers are running virtualized?
Both

Is there any SAN environment involved in the deployment?
Yes

What type of SAN?
Local host disk

Cause
Resolution
Workaround
Additional Information
Bug Number
InQuira Doc IdFAQ755
Attachment

Article Feedback

Did this Article solve your issue?
Additional Comments:
 
Previous MonthNext Month
SunMonTueWedThuFriSat