This section explains Basic Case Management service offered as part of Proactive Support. Basic Case Management helps customers create and manage VMware support cases directly from their NSX Advanced Load Balancer Controllers.

Feature Highlights

  • Create, assign, edit and view VMware support cases from NSX Advanced Load Balancer Controller.

  • Seamlessly attach files such as Tech-Support, TCP Dump, and so on to support cases from NSX Advanced Load Balancer Controller.

Data Collection and Retention Policy

Data Collection: No data is collected by and for this service. Support case data is directly sent to VMware's customer connect support portal.

Data Retention: Does not apply to this service.

How to enable this service

This is an 'opt-in' service and is disabled by default. You need to opt-in to enable this service.

To opt-in to this service,

  1. Navigate to Administration > Settings > Cloud Services.

  2. Click EDIT

  3. Select Enable Proactive Support

  4. Click SAVE

Service Details

Any logged in user can create support cases from the Controller. By default, the case will be viewed in the context of the Controller.

You can create a new case by navigating to Administration > Support > Cases and click on Create button.

You can specify the following details:

  • Subject — Specify the subject of the new case.

  • Contact — Select the contacts from the drop-down list.

  • Customer Tag — Specify the custom tag.

  • Type — Select the case type from the drop-down list. The options are as follows:

    • Bug

    • Configuration Help

    • Feature Request

    • Issue

    • Question

  • Severity Level — Select the severity level from the drop-down list.

  • Version — Specify the version number.

  • Ecosystem — Select the ecosystem details from the drop-down list.

  • Description — specify the description of the case to be created.

You can view all active cases, and all operations such as add comment, attachments, via NSX Advanced Load Balancer.

Events of Interests

The following events are generated on the NSX Advanced Load Balancer Controller when a support case is created:

  • ALBSERVICES_SUPPORT_CASE_CREATED

Impact of Unavailability

During the period that this service is down, support cases cannot be logged from the NSX Advanced Load Balancer Controllers. However, support cases can be logged by customers through the customerconnect.vmware.com portal and get access to VMware technical support.