Using the Avi Customer Portal

The Avi Customer Portal gives secure access to a customer’s support cases, software images, and licenses. It is the preferred means by which to initiate, modify, and track customer support cases. This article explains how to use the Portal. Become a registered user by reading these instructions.

 

Top Banner Navigation

Using the credentials (1) Avi Networks provides them or (2) they obtain for themselves in a self-registration process, Avi Customer Portal (www.avinetworks.com/portal) users log into the home page. The banner (figure 1) offers five links by which to quickly navigate to:

  • DASHBOARD:  Default page providing at-a-glance information
Support Site Banner Figure 1
  • SOFTWARE:  Downloadable installation images of current and recent Avi Vantage releases, links to release documents
  • LICENSES: Downloadable YAML files to enable installed product
  • SUPPORT: Repository of customer’s existing cases; case-creation starting point
  • RESOURCES: Convenient links to Avi Resource Center, Webinars, Knowledge Base, and Community pages

Dashboard

Avi Customer Portal Dashboard Figure 2

The default Customer Portal page is the three-section Dashboard (figure 2). It provides a quick overview as well as buttons by which to drill down if required.

  • PERSONAL DETAILS. This section displays the full name Avi Networks has on file for the logged-in user, his/her company name, the user’s email address, and whether the user has opted to receive email bulletins from Avi. For example, a subscribed user is notified by email when new Avi Vantage release notes become available on the Knowledge Base (kb.avinetworks.com).
  • RECENT CASES. This section displays the most recent cases submitted by the logged-in user, in order of most recent first. The list is empty if the user has yet to submit a case. Five columns display the auto-assigned case number, user-specified subject, when the case was opened, when last it was updated, and its type (issue, bug, feature request, or question). Typically, a case starts as a question or an issue. Avi Support’s investigation of an issue typically results in its reclassification as either a bug or a feature request. Refer to Avi Support Case Workflow for details.
  • ACTIVE LICENSES. Links by which to download YAML license files appear here, along with the names of the users who requested the licenses. The NAME column indicates a purpose or destination. The license type and start/expiry dates round out the display. The LICENSES link in the Customer Portal banner additionally lists expired licenses.

Downloading Software

By clicking on the SOFTWARE link in the banner, a download page appears with per-release-version …

  • Installation images for Avi Vantage for various environments (e.g., VMware, OpenStack, Mesos)
  • Upgrade packages
  • CLI packages
  • Sample clients and web servers
  • Release notes
  • API Guide
  • Avi Installation Guides
  • Avi Upgrade Guide
software download page Figure 3

 

Support Management Console

Users can navigate to the Support Management console two ways:

  • Click on the SUPPORT link in the Customer Portal banner.
  • Click the VIEW ALL button of the Dashboard’s RECENT CASES section.
Support Management Console Figure 4

 

The Console offers these case-oriented functions: creation, search, archival, deletion, modification, filtering and reporting. Selecting one or more rows (by checking the boxes in the first column) identifies a set of cases to be archived or deleted.

Clicking the CASE REPORTS button (seen in figure 4) yields a new display (figure 5). It is a read-only list of all cases (including those that have been archived). Filters can be applied.

casereporting Figure 5

In contrast to the Dashboard, which displays cases associated with the logged-in user, the Support Management Console (figure 4) can also show cases submitted by another user selected from the username pulldown list. Choose All to display cases regardless of who submitted them. In the example shown, only cases opened by Albert Alvarez appear.

Entering one or more words in the Search Cases field yields a case list when

  • All or part of the single word entered is found in one or more case’s subject or description fields.
  • The entire, exact phrase is found in one or more case’s subject or description fields.

Clicking the OPEN, CLOSED, or ARCHIVED buttons displays appropriately filtered cases. Each of the columns can be re-sorted by clicking the triangle to the right of the column heading. Cases matching the selection criteria appear five to a page. The default is to display a paginated set of all the open cases of the indicated user. Clicking on the red hypertext in the subject column of a case reveals all case attributes, comments, and history. Refer to figure 4.

case display Figure 6

Support Case Creation

Both the Dashboard and the Support Management Console of the Avi Customer Portal contain links leading the user to the case-creation editor. This section explains its fields.

Creating a case in the Avi Customer Portal Figure 7

 

  • Type: Use this pulldown to select one of four values (issue, bug, feature request, or question).
  • Component: Use this pulldown to optionally identify the Avi Vantage component that is the focus of this case (e.g., Avi Controller, Avi SE, Avi UI).
  • Reason: Use this pulldown to select one of several keywords by which to further characterize the focus of the case:  configuration, documentation, installation, traffic, or upgrade.
  • Version: Select the Avi Vantage release to which the case applies.
  • Severity: Choose between four severity levels.
  • Environment: If the case pertains to all environments, select All. Otherwise, choose one of the following: APIC, AWS, bare metal, CloudStack, OpenStack, VMware.
  • Subject: Enter text to tersely suggest what the issue or question is about.
  • Custom Tag: Optionally enter text that may help you associate groups of similarly themed cases.
  • Description: Enter as much text and as many hyperlinks as needed to pose your question or describe your issue.
  • Attachments: Optionally attach relevant files, screenshots, etc. We highly recommend attaching the tech support log. Learn how to collect tech support logs.

Support Case Notifications

After a case is created or modified, an email is sent to the customer user associated with the case. Figure 8 shows the body of that email resembles the below. A click on the provided button takes the user directly to the Customer Portal to either view or modify the details of the case.

typical email body after case is submitted Figure 8

 

 

Updated: 2018-01-20 12:43:16 +0000