Proactive Tech Support Service

Overview

This guide explains the proactive tech support services offered by Avi Pulse.

Note: In Avi Vantage version 21.1.1, this feature is under tech preview.

Creating Proactive Tech-Support Cases

With proactive cases, Avi 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. Avi Controller will automatically collect the relevant files like core archive, tech-support bundles and attach them to the created support case. This is all handled automatically with zero user intervention.

Two opt-ins are available for proactive cases,

  1. enable_auto_case_creation_on_controller_failure

  2. enable_auto_case_creation_on_se_failure

The following is the 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.

audit-compliance-event

proactive-alert-config

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

Proactive Case Creation Workflow

  • The Avi Controller monitors for failure events/ alerts. After the failure events occur, the proactive case creation service creates a case.

  • 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:

  1. Ensure that a core event is raised.

    operations

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

    action-script-output