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Create a support case

This document describes how to create a new support case for the Google Search Appliance support team. By following the recommendations in this document, you'll be able to create support requests that provide the support team enough information to help you resolve the problem as quickly and efficiently as possible.

This document is intended for search administrators, network administrators, and other people who operate or install a search appliance. The document assumes that you are familiar with the Google Search Appliance and with networking concepts.



How to create a new case

It's usually preferable to create a separate case for each issue, unless your issues are related. After you log into the Google Cloud Support Portal, you can click Cases then Create New Case. You'll see the new case form shown below, in two parts:

New case form

Below are guidelines for filling out the first part of the case creation form:

Product You can select the appliance ID from the drop-down menu. See our FAQ for details on how to get the appliance ID if you do not know it.
Group You can create a case for either the technical support team or the operations team. Technical support handles matters such as hardware failures, bugs and system outages. Operations handles matters such as licenses, shipping, access to the support web site.
Component Select a component from the drop-down menu to describe the type of problem that you have.
Subcomponent Select a subcomponent from the drop-down menu to describe at a lower level the type of problem that you have.
Language The Google Search Appliance support team only provides support in English. No other languages can be selected from this drop-down menu.
Priority Google prioritizes cases according to the definitions in this document.
Support Timezone Select preferred region where the case should be handled. If unsure, select as soon as possible to get your case handled by the next available agent.

Here's the second part of the case creation form:

New case form

Below are guidelines for filling out the second part of the case creation form:

Software version You can get this information by logging into the Version Manager on port 9941 or from the About link at the bottom of every page in the Admin Console.
Remote Access Method Google requires that all customers provide remote access, unless they have purchased Disconnected support. If you do not provide remote access details when you open your case, there may be a delay providing you with a resolution. See the remote access document for details of each access method.
Remote Access Details After you have selected a remote access method, you may need to provide further details. For example, if you select SSH then you should provide the IP address of your search appliance. If you are a Disconnected customer, it's helpful to provide Google with details of the security restrictions at your site. For example, you can let us know whether you can easily provide log files.
Subject Describe the problem as fully as possible in a few words.
Description Providing a good description of your problem is a critical factor that influences how quickly and efficiently Google can resolve your problem. See the description section below for tips on how to write a good problem description for the appliance.
Steps to reproduce Provide Google with full steps necessary to reproduce the issue.

Tips for writing the case description

Providing a good description of your problem is a critical factor that influences how quickly and efficiently Google can resolve your problem. Here are some tips on how to write a good problem description for the appliance:

Expected and actual behavior Describe the behavior you expect and the actual behavior that you see. This ensures that Google support can precisely understand your view of the problem.
Error messages Include any relevant error messages. You can cut-and-paste error strings to ensure that there are no typos. Support can do a search for this error message in its internal databases, which may fail if some words from the error string are missing or spellings are not exact.
URLs Provide specific URLs if relevant to the problem. For example, if documents are not crawled or are missing from results, you should provide some example URLs from the index. If you get an error during a search, provide the full URL sent to the appliance for the search request.
Timestamps Provide exact timestamps if relevant to the problem. For example, if you are troubleshooting an intermittent results problem, provide the timestamp when you sent the search request so that Google support can check the logs at the correct time.
Troubleshooting steps Include any troubleshooting steps that you have already tried.
Configuration settings Include details of the settings on the appliance, if relevant to the case.
HTTP header traces For some types of problem, it's useful to provide HTTP header traces, which can be obtained with a tool such as LiveHTTPHeaders. An example where this can help is a secure serving problem which involves redirects to a SAML server.
Log files You can attach relevant log files to a case. You need to first create the case so that you can attach files after to an already existing case. For example, it can be useful to attach the Security Manager and Authz logs to cases involving secure serving. Let support know if you are not able to share log files, due to security restrictions in your environment.
Screenshots Attach screenshots, if relevant to the case.
Business impact For critical problems, describe the impact to your business. Let us know whether this affects production, how many users or searches are affected, and the deadline you have for finding a solution.
Related support cases Include any previous case numbers that are related to the current issue. Google support cases can be identified either by an 8 digit number beginning with 00 or by an 18 character string that you'll find in the subject line of our response to your message.
Partner If you are a Google partner troubleshooting a problem on behalf of your customer, it's helpful to provide details of this relationship. Indicate if you are working on a proof-of-concept or new deployment, and whether or not you are onsite with your customer.

Note about replying to an existing case email

Typically, when you reply to an email that was sent by Google Support with an unmodified subject line, it'll change the status of the case to "In Progress Google Support," and Google Support Engineers will respond promptly. However, if the case has been closed for more than 30 days, it won't be reopened; instead, you'll receive a bounce message suggesting to open a new case and reference the old case number.

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