A VMware Technical Support Engineer (TSE) can initiate a log transfer.

A VMware Technical Support Engineer (TSE) can initiate a log transfer for the customer. The customer can either approve, or deny, the log transfer within the Log Transfer Requests page.

To approve, or deny, a log transfer request made by a VMware Technical Support Engineer (TSE), follow these steps .

Prerequisites

The individual who opened the Support Request must be a user within Skyline Advisor, to approve the log transfer requested by a VMware Technical Support Engineer. If the customer is not a Skyline Advisor user, within the customer's Cloud Services Organization, the log transfer request expires. This can result in a delay of troubleshooting for an open Support Request.

Alternatively, Skyline Administrators can enable View Support Requests Raised by Team Members. This allows Skyline Administrators to approve Log Transfer Requests for other team members, who may not have access to Skyline Advisor within their Cloud Services Organization.

See View Support Requests Raised by Team Members for more details.

Procedure

  1. Within Skyline Advisor, click Log Assist.
  2. Click Log Transfer Requests.
  3. The following options are available.
    Option Description

    Approve Log Transfer Request

    Click APPROVE to approve the log transfer request made by a VMware Technical Support Engineer (TSE).

    Deny Log Transfer Request

    Click REJECT to reject the log transfer request made by a VMware Technical Support Engineer (TSE). If you reject the log transfer request, please contact the VMware TSE to ensure that troubleshooting is not delayed for an open Support Request.

    Auto Approve Log Requests

    Log Transfer Requests submitted by a VMware Technical Support Engineer (TSE) are automatically approved, without requiring your approval. This assists with expediting log transfer requests for the purposes of troubleshooting for an open Support Request.

    To activate Auto Approve, check the box next to Auto Approve Log Requests. You can deactivate Auto Approve at any time by unchecking this same box.

    Note:

    Enabling Auto Approve Log Requests is a per-user setting. Enabling Auto Approve Log Requests only auto-approves log transfers for the Skyline Advisor user who enabled this feature. Other Skyline Advisor users need to enable Auto Approve Log Requests if they also do not want to manually approve Log Transfer Requests.

What to do next

You can view the status of a Log Transfer Request in the Log Library.