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How to create a Pivotal Greenplum/HAWQ Support Ticket successfully

Environment

Product Version
Pivotal Greenplum all
Pivotal HAWQ all
Pivotal Hadoop all

Purpose

This article discusses how to open a successful support ticket for Pivotal Greenplum/HAWQ/Hadoop. The purpose is to show what information is required so that Pivotal Support can address your ticket in the quickest and most efficient manner possible.

Instructions

Prerequisites

Prior to opening a ticket, there are a few steps that Pivotal recommends you take.

  1. Check the product documentation. Many common problems can be resolved by reviewing our fine documentation.  Not finding what you want? Try searching for the specific topic that is causing your trouble.  Our documentation has search built-in to help you more quickly find what you need.
  2. Check our Knowledge Base. The Knowledge Base contains articles written by Pivotal Support Engineers to address many of the common issues that we have encountered while working with a customer. You can browse or search the KB articles at the link above.
  3. Register for an account with Pivotal Support. To open support tickets, you must have a registered account with us. The process is easy and only needs to be done once. You can find instructions here.

Opening a Ticket

The act of opening a ticket with Pivotal Support is straightforward and documented here. However, knowing what questions to ask or knowing what information to include on the ticket is not always as easy. Consider using the following tips to both increase the success of your ticket and the speed at which your ticket can be resolved.

Define the Problem

It's critical for Pivotal Support to understand the nature and scope of the problem that you are experiencing, so when opening a ticket please start by providing a precise description of the problem. Pivotal suggests that you include as much of the following information as possible:

  • A brief description of the problem. Try to describe the symptoms of the problem clearly, carefully and using proper terminology.
  • Include details about any relevant recent changes to the cluster
  • Indicate any articles that you have already read and any troubleshooting steps that you have already taken
  • Indicate the impact and scope of this issue on your database cluster. Is the whole cluster down or just part of it? Is one application failing or are all applications failing?  Properly conveying the impact and scope of the problem you're seeing will help Support to focus in on the specific issue more quickly.

Include Supporting Information

Please include the following information when relevant:

  • List the software and full version numbers (x.y.z) being used.  In case of Greenplum/HAWQ a "SELECT VERSION()" from the psql prompt would be needed.
  • Indicate if this is a Dev / QA / production environment.
  • Provide any relevant details about the environment in which the problem is occurring. For example but not limited to: how many servers and segments are there in the cluster ? Any changes has been done in the OS / Database code ? 
  • If available  , provide step-by-step instructions on how Pivotal Support can reproduce the problem that you are experiencing.
  • Include the exact message for any errors that you are seeing. Either copy and paste the message or take a screenshot of it.
  • You can also upload gpmt that will gather most of the details about the database cluster along with database logs.

Additional Information

Here are some additional pointers for interacting with Pivotal Support.

  • When sending text and logs to Pivotal, please attach them to the ticket instead of copy and pasting them into the ticket. Our ticket system has a limit on the size of posts and will truncate large logs and text output.
  • Files up to 20M can be attached directly to the ticket. Files over 20M can be attached to the ticket if you split them into 20M chunks or you can request a SendSafely link through the support ticket and upload the file there.
  • Please stick with standard formats when sending information to Pivotal. Upload files as plain text and screenshots as PNG, JPG or PDF. Whenever possible, do not use rich text files or Microsoft Word documents.

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