This section describes the steps to create and debug proactive cases.

Creating Proactive Tech-Support Cases

With proactive cases, the NSX Advanced Load Balancer Controller will create a customer case whenever a critical event occurs in the system such as a SE process crash or a Controller process crash. It automatically collects the relevant files like core archive, tech-support bundles and attaches them to the created support case with zero user intervention.

There are two opt-ins available for proactive cases:

  1. enable_auto_case_creation_on_controller_failure

  2. enable_auto_case_creation_on_se_failure

You can use the following CLI configuration to enable these opt-ins:

admin:ctrl1]: albservicesconfig> case_config
[admin:ctrl1]: albservicesconfig:case_config> enable_auto_case_creation_on_controller_failure
Overwriting the previously entered value for enable_auto_case_creation_on_controller_failure
admin:ctrl1]: albservicesconfig:case_config> enable_auto_case_creation_on_se_failure
Overwriting the previously entered value for enable_auto_case_creation_on_se_failure
admin:ctrl1]: albservicesconfig:case_config> save
[admin:ctrl1]: albservicesconfig> save 

Once either of the opt-in options are selected, the system will enable the alert configuration which monitors the Audit Compliance Event.

You can view the proactive configuration by navigating to Operations > Alerts> > Alert Config.

Proactive Case Creation Workflow

The NSX Advanced Load Balancer Controller monitors for failure events/ alerts. After the failure events occur, the proactive case creation service creates a case and attaches the tech support/ core to the created case based on the failures.

Debugging Proactive Tech support Issues

You can debug proactive tech support issues in two simple steps:

  1. Ensure that a core event is raised.

  2. Check the contents of the Action Script Output section of the generated alert once it is raised.