Quicktip: Use a template to create VMware Support Requests.
You might have noticed that when you open a VMware SR most of the time you get questions about product versions, timestamps, logs, Skyline Org. Over the last 5 years I use the template below with my customer and it has reduced the amount of questions and therefore speed up the resolution of SRs.
Disclaimer: This is not an official VMware SR template. You are free to use it as it will help VMware Support to better understand your problem and speed up the resolution.
1 2[Problem Description] 31. Describe the specific problem symptoms: 42. What VMware products (list including Version and Build numbers) are impacted by the issue? 53. When was the problem first observed (Date/Time/Timezone)? 64. When was the problem most recently observed (Date/Time/Timezone)? 75. Describe the recurrence pattern for the problem if existing: 86. What was the customer doing when the problem was observed? 97. List FQDN and IP for each impacted device: 10 11 12[Product and Environment Information] 131. Environment Name: 142. Skyline enabled (yes/no)and link to ? 153. Skyline ORG Name or Collector ID? 164. What type of environment is impacted? 175. What is the Business Impact? 18 19 20[Problem Troubleshooting] 211. What investigation has been conducted by the customer (give a full report)? 222. If a workaround has been attempted, describe the steps and outcome: 23 24 25[Contact Information] [Provide the details for ALL primary contacts for this ticket. Enter the contact details to the correct fields when logging the ticket.] 261. Engineer name: 272. Engineer phone number: 283. Engineer email address: 294. What times is the Engineer available to work on the issue (Time/Timezone) ? 30 31 32[Ask to VMware Support] 331. What specific request is made of VMware Support? 34