I am writing this as I sift through the rejected emails to see what is going on with SunSolve Service Request for Customers. The uptake is strong and growing, and I need to remind everybody of a few house rules for this feature, which will stop you receiving a email notification indicating your request could not be created at this time.
- Only Valid Serial numbers are accepted. This means the serial number / item number, must have warranty or current contract. If it's not covered you will get a notification email to call Sun. Remember you can check the serial number first on the Check entitlement for Serial number widget on the home page of SunSolve.
- Take note, if you hit the submit key twice only one SR will be created, there is a an automatic feature built in to limit SR for the one serial number to one per hour.
- Be sure to include as much detail as possible, and if you are uploading files to http://supportfiles.sun.com be sure include a reference to this in the file name in the SR when you create it.
- Only the primary contact and alternative contact can request updates to the Service Request or request a summary of the service request.
- If the Summary is light on, that is because Engineers at Sun work at the Task level be sure to ask your Technical Support Engineer to keep a running summary of who is doing what next in the SR so you can stay up to date.
