Objective 5.01 - Open a support ticket with F5

Question

The SOL135 explain that 4 main general information are required when opening a case with F5 Support.
A full description of the issue, describing the symptoms, time the issue occurred for the first time 
A description of the impact the issue is having on your site
The hours that you are available to work on the issue
Remote access information, if possible.
According to the SOL the above requirements apply to all versions of the LTM including 11.1
However, on the official training material for the 11.4 it includes two items which are not mentioned on this SOL135:
The Serial number of the BIG-IP device requiring support
Product specific information.
It sounds to me that the last two requirements only applies for versions above 11.1?
Any thoughts?&nbsp;

shaggy · Answer

The serial number and product information are needed for all versions (not just 11.1+). The serial number is what F5 uses to determine if the device is covered by an active service contract. The product information (LTM, GTM, ASM...) is important so support knows which product they will be looking into and so they can assign an engineer with the correct skillset.&nbsp;

riley_schuit_82 · Answer

When you create a support case, you need the serial number every time.  As shaggy noted, it will verify a active service contract.  A detailed problem description will help get the case moving.  A qkview will usually be requested to help dig into the configuration details of the configuration item in question or the even you are looking into.  Logs can be truncated, so if they are, they will ask for full logs.  To to gather log files run the command "tar zcvf /var/tmp/$HOSTNAME-logs.tar.gz /var/log/*"  This will create the file: /var/tmp/$HOSTNAME-logs.tar.gz.  If its a priority for you, I would suggest calling in.&nbsp;

jjman · Answer

Hi,&nbsp;
Getting the error below when creating ticket. The serial number is correct.
Any advice?&nbsp;
Data Access Failure&nbsp;
There was an unexpected system error thrown by the database while performing your operation. F5 system administrators have been notified, and the problem will be corrected as soon as possible. Please try again later.&nbsp;
Database Error -- Faulty Unit Has No Entitlement - No Active Entitlement found for "****"&nbsp;
BR.&nbsp;

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Objective 5.01 - Open a support ticket with F5

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