Enabling the Customer to self solve issues Miriam Brace's Weblog

SunSolve 7.4 was released to production on October 20, 2009. This release highlights the benefit of logging in, by displaying a lock or a document with a key symbol. The padlock symbol requires the user to log in and have a contract associated to their account.The document and key symbol shows users that if you use this feature there is more content for contracted customers. For example, if you log in you will see more content or patches.
The search box is now central on the page, a little Google like. Search results are listed under Knowledge KB, and users can filter further by selecting one of the available filters. Additional results are also displayed under separate headers, for example, you will find Documentation results under the Documentation filter.
Based on Customer Feedback that the PatchFinder was to deep with to many clicks to access, a light version has been raised up to the home page. You can now search by Patch ID, or CR (Bug Number), or Keywords or Synopsis. More Patch Finder  features are available if you select "Advanced Search" .
SunSolve community forums, have active communities for contracted customers which allow customers to connect with peers and Sun's Subject Matter Experts. Topics covered are Patching issues, migration and use of Member Support Center and SunSolve related questions.
Browse by Product is new. This feature was added as Sun noticed a lot of traffic from SunSolve to the Sun System Handbook and then back directly to SunSolve to view the content linked on the Handbook pages. This is a new feature and selecting a product will return a filtered list of all
the content with the product. The Sun System Handbook link is still there under SunSovle Navigation.
Sun Alerts are listed out by date order under View Alerts and an additional link to Learn More to explain the Sun Alert creation process.
The bottom half of the screen is divided into two core areas, enabling your system for
support and if an issue does happen, how to log that issue with Sun and make use of online tools to quickly resolved your issue. Take time to ensure your system is setup for as much automated support as possible, this will ensure your issue is resolved quickly.
The new feature for logging Service Requests is now available directly on SunSolve. The recommendation is when possible use the Member Support Center, but if you can not access that application make use of the SunSolve SR feature. The SunSolve SR requires a serial number.
What do you think of the changes ? Use the feedback link to tell Sun if you like the changes, what else you like to see.

The Online Support Center will no longer be available from October 30,2009. Already, I'm seeing e-mails from customers concerned about this due to the perception that they will loose access to Sun's online resources. Here's some examples of comments I've been receiving, along with a quick confirmation of whether they are accurate.


SunSolve is EOL in 2009 - FALSE

SunSovle is changing it's portal - FALSE

OSC is EOL - TRUE

SunSolve and Online Support Center are two different applications - TRUE

Here's a quick recap on alternatives  available:


 1. Use SunSolve to access patches, knowledge, and if you can not migrate to the Member Support Center  make use of the Service Request process. What SunSolve does not have is the ability to view the details of your contract.

 2. Alternatively access Member Support Center (MSC) after requesting access . MSC allows access to approved users  to Service Request creation/updates, viewing install base records and viewing contract details.
 3. If you need to download software, make use of the Download Center. If you are searching for restricted downloads for example the Enterprise Netbackup Software the links are available on SunSolve. Log in to SunSolve and search on "How do I download" to return the articles for downloading restricted software.


If you've still got questions about SunSolve or the Member Support Center, check out our online SunSolve and Member Support Center Community Forums. [First time users: Learn More]

New on October 09, SunSolve Service Request Feature. This allows the ability for users migrating from Online Support Center(OSC) or those customers who do not have access to the  Member Support Center (MSC) to log and update Service Requests.

The create Service Request feature is targeted at users migrating from the legacy Online Support Center and those customers and individuals who can not make use of the Member Support Center and who have a valid SunSolve account. The service is available in a number of supported languages. Selecting the language option will display a new screen with the options available in the selected language.


If you are viewing a red lock symbol next to this feature, it means you have NOT logged in or your account is not valid. To address this please log in and select "Change Contract" and associate a valid Sun contact to your account.

Requirements for use this feature

You need to have a Sun Online Account (SOA also known as your Sun userid and password) this account needs to have either been registered on the Member Support Center or associated to a Contract via "Change Contract" on SunSolve.

1. Log in to SunSolve with your Sun Online Account
   


2. You need to have a valid serial number, and select "Create Service Request" answer the questions and submit the request.

Notes:

1. If the serial number is in Sun's DB more then once the SR will fail.


2. You will receive two emails one to show you the data you entered into the form. This is for your record if the SR creation fails. A seconded email notification will be sent advising if the SR was created or failed.


3. If the SR does fail you need to call Sun. Make use of the data in the SR creation email and ask the Sun contact to
   investigate why there are more then one serial number for this product in the system.


4. Please remember the summary feature provides a lite update, meaning you only see published notes at the SR level. For an in depth summary users if possible should log in to the Member Support Center.

Learn More or Need Help ?

1. Please take a few minutes to access the SunSolve Help Site and view the step by step instructions.


2. If your still experiencing issues, chat to Sun SME's and your peers on the Sun Community Forums. Login and select "SunSolve from the Private Area".