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Self Service

Process for Transferring Files

Novell recommends that files larger than 15MB be transferred through our FTP site or by burning the files to a CD and mailing them to your Support Engineer. Certain file types sent via e-mail may be blocked by virus protection software or other automatic protection measures. If you suspect that an attachment may be at risk for being blocked, we recommend that you upload it by FTP and notify the engineer as described below.

FTP Process

  1. Upload your files to the appropriate site listed below (based on your geographic location).
  2. Login to the electronic service request site.
  3. Click on the "My SRs" tab.
  4. Open the SR that needs to be updated.
  5. Click the "Update Log" tab.
  6. Click the '+' icon to add an update.
  7. Enter a comment with the name(s) of the file(s) you have uploaded and click "Add".

-OR-

  1. Upload your files to the appropriate site listed below (based on your geographic location).
  2. Send an email to your Novell Support Engineer indicating that you have uploaded files to the FTP site.
  3. In the email provide the Novell Support Engineer with the name of the files you have uploaded and the SR numbers that each file is associated with.

FTP Sites
Please upload your files to one of the following FTP sites. Choose the FTP site that is located closest to you:

FTP Login
The FTP server is an anonymous FTP server. Login as "anonymous", and use your e-mail address as the password. For more information on anonymous FTP, please visit http://www.faqs.org/faqs/ftp-list/faq/.

Attach a Supportconfig Tar Ball to Your Open Service Request

You can now attach a supportconfig tar ball to your open Service Request by simply uploading it to the FTP server. Supportconfig has startup options to include the SR number in the tar ball filename. The ftp.novell.com/incoming directory is scanned every five minutes for new supportconfig tar balls with SR numbers. When a new tar ball is found, it is attached to the corresponding Service Request.

This means that if you have Internet connectivity, you can simply run supportconfig with the -r and -u options to upload the completed tar ball directly to the ftp.novell.com/incoming directory, which in turn gets attached to the SR. The assigned engineer will get an e-mail notification when the tar ball is attached to the SR.

Example

For example, if you have an open SR number 12345678901, then you would run:

supportconfig -ur 12345678901

The default upload target is Novell's FTP incoming directory. If you have a custom upload target, you can temporarily override it, and upload the tar ball to Novell like this:

supportconfig -r 12345678901 -U 'ftp://ftp.novell.com/incoming'

If you do not have Internet connectivity on your server, then run the following:

supportconfig -r 12345678901

Then manually upload the /var/log/nts_SR12345678901_*tbz tar ball to Novell's FTP incoming directory. It will get attached automatically to the SR. You can still use the web interface to attach the tar ball to the Service Request.

CD Process

Burn the files to a CD and then mail them to your Novell Support Engineer. Contact your support engineer for details on what address the CD should be mailed to.

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