Projects in the topic support

Proof of Concept Support for SUSE Cloud, best practice a project by rsimai With many Proof of Concepts (PoCs) going on for SUSE Cloud, the development team has observed that we have no clear path on how Sales Engineers (SEs) and sometimes dedicated support engineers (xSE) can receive technical support to successfully complete the projects, often leading to escalation calls and even firefighting on-site visits by developers. Goal of that project is to come up with a best practice guide and to eventually set expectations on what's possible from a development point of view. Results should be documented in a central internal location and announced to all relevant parties. Updated about 5 years ago. 1 hackers ♥️.
Supportconfig to VM/Container an idea by puzel Supportconfig contains plenty of information about the system at which it has been generated. Common task within the support chain is reproduction of the customer reported issues in our environment. The goal is to develop a tool which takes supportconfig as input and produces either a VM or a container image, resembling as closely as possible the system described by the suportconfig (e.g. installed SP, package versions, storage layout, networking layout, ...). Benefit: help with setting up the reproduction environment. On top of that, having a workflow and associated tooling+infrastructure to pass the VM/container through the support chain (backline->L3->product engineering and/or QAM) could avoid duplicated work. Updated about 5 years ago. 2 hacker ♥️. Has no hacker: grab it!
Improve kernel crashdump upload infrastructure a project by puzel Kernel dumps, provided by our customers, are uploaded by Customer Support to ziu.suse.de and shared via NFS to L3 servers at which they're analyzed. This procedure works, but likely has room for improvement. The goal of the project is to understand the workflows and needs of Customer Support, L3 and engineering (Labs) and to implement a system to automate parts of the workflows. Updated about 5 years ago. 3 hacker ♥️.
Script that loads dummy data into HANA database for testing purposes. an invention by rangelino Project Description Sometimes when we reproduce a customer issue, it doesn't always demonstrate the same behavior the customer is having. So, we engage backline or open a bug or throw up our arms in frustration. I have one such customer with just an issue like this. Running the exact same commands in an almost identical sles4sap version environment and yet I cannot reproduce what she is seeing? What to do? Updated 6 months ago. 2 hacker ♥️. 1 follower.
AI frontend to Bugzilla an idea by paolodepa Project Description Over the years, our bugzilla database has grown up in size, becoming a very valuable source of truth for most support and development cases; still searching for specific items is quite tricky and the results do not always match the expectations. Updated 7 months ago. 5 hacker ♥️. 3 followers. Has no hacker: grab it!

Proof of Concept Support for SUSE Cloud, best practice

a project by rsimai

With many Proof of Concepts (PoCs) going on for SUSE Cloud, the development team has observed that we have no clear path on how Sales Engineers (SEs) and sometimes dedicated support engineers (xSE) can receive technical support to successfully complete the projects, often leading to escalation calls and even firefighting on-site visits by developers. Goal of that project is to come up with a best practice guide and to eventually set expectations on what's possible from a development point of view. Results should be documented in a central internal location and announced to all relevant parties.

Updated about 5 years ago. 1 hackers ♥️.

Supportconfig to VM/Container

an idea by puzel

Supportconfig contains plenty of information about the system at which it has been generated. Common task within the support chain is reproduction of the customer reported issues in our environment. The goal is to develop a tool which takes supportconfig as input and produces either a VM or a container image, resembling as closely as possible the system described by the suportconfig (e.g. installed SP, package versions, storage layout, networking layout, ...). Benefit: help with setting up the reproduction environment. On top of that, having a workflow and associated tooling+infrastructure to pass the VM/container through the support chain (backline->L3->product engineering and/or QAM) could avoid duplicated work.

Updated about 5 years ago. 2 hacker ♥️. Has no hacker: grab it!

Improve kernel crashdump upload infrastructure

a project by puzel

Kernel dumps, provided by our customers, are uploaded by Customer Support to ziu.suse.de and shared via NFS to L3 servers at which they're analyzed. This procedure works, but likely has room for improvement. The goal of the project is to understand the workflows and needs of Customer Support, L3 and engineering (Labs) and to implement a system to automate parts of the workflows.

Updated about 5 years ago. 3 hacker ♥️.

Script that loads dummy data into HANA database for testing purposes.

an invention by rangelino

Project Description

Sometimes when we reproduce a customer issue, it doesn't always demonstrate the same behavior the customer is having. So, we engage backline or open a bug or throw up our arms in frustration. I have one such customer with just an issue like this. Running the exact same commands in an almost identical sles4sap version environment and yet I cannot reproduce what she is seeing? What to do?

Updated 6 months ago. 2 hacker ♥️. 1 follower.

AI frontend to Bugzilla

an idea by paolodepa

Project Description

Over the years, our bugzilla database has grown up in size, becoming a very valuable source of truth for most support and development cases; still searching for specific items is quite tricky and the results do not always match the expectations.

Updated 7 months ago. 5 hacker ♥️. 3 followers. Has no hacker: grab it!