Proactive Tech Support Service

Note: This content has been relocated to docs.vmware.com. For the latest update, see VMware NSX Advanced Load Balancer Cloud Services.

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