Posts Tagged 'Details'

December 5, 2011

Quick Tip: Copy and Paste from the DOS Prompt

Having worked in SoftLayer's technical support department for a few years now, I can tell you that the more information you provide us, the faster we can get you to a resolution. If you can show us exactly the problem you're seeing with details from when you see it, it's much easier for us to troubleshoot, so I wanted to post a quick blog on the heels of Todd's "Global Network: The Proof is in the Traceroute" post to help you get information to us much more easily.

Document Format
Many people consider a Microsoft Word document the lowest common denominator when it comes to formatting an attachment or file while others prefer plain text for everything. I always advocate the use of plain text. Plain text is universally accessible, it doesn't require a third-party application to view, it doesn't add funky encoding, and it uses monospaced fonts that format the text like you'd see in a command prompt if you were sharing troubleshooting results from ping and traceroute commands. It's quite unnecessary to take a screen capture of a ping or traceroute when you run it, and it's doubly unnecessary to paste that screen capture into a Microsoft Word document.

Copying Your Ping/Traceroute
The problem many Windows users run into is that it's not very clear how to copy text from the command prompt ... The familiar keyboard shortcuts for copying (CTRL+C) and pasting (CTRL+V) don't work from the DOS Prompt, so the screen capture route is usually the easiest to execute. There is an easy way to copy, though.

Microsoft documented the instructions you need, and I wanted to share them with SoftLayer customers here:

  1. Open the command prompt. If you're unsure how to do this, open the Start Menu, click Run, enter "cmd" (without the quotes) and click OK.
  2. Execute your command. Use "tracert softlayer.com" to follow along with this test.
  3. Right-click the title bar of the command prompt window, point to Edit, and then click Mark.
  4. Click the beginning of the text you want to copy.
  5. Press and hold down the SHIFT key, and then click the end of the text you want to copy (or you can click and drag the cursor to select the text).
  6. Right-click the title bar, point to Edit, and then click Copy.

Now the text is in the clipboard. You can paste it anywhere, including the body of a ticket. To preserve layout, I usually paste the text in Notepad and attach that file to the ticket. If you don't want to go through the hassle of opening Notepad, just paste the results into the comment field below.

If you enjoy reading quick tips like this one that can make life easier, be sure to check out KnowledgeLayer.

-Lyndell

Bonus tip: If you want to submit your traceroute in a comment on this blog without losing the mono-spaced formatting, surround the pasted content with the <code> and </code> tags.

June 15, 2009

Help Us Help You

Working the System Admin queue in the middle of the night I see lots of different kinds of tickets. One thing that has become clear over the months is that a well formed ticket is a happy ticket and a quickly resolved one. What makes a well-formed ticket? Mostly it is all about information and attention to these few suggestions can do a great deal toward speeding your ticket toward a conclusion.

Category
When you create a ticket you're asked to choose a category for it, such as "Portal Information Question" or "Reboots and Remote Access". Selecting the proper category helps us to triage the tickets. If you're locked out of your server, say due to a firewall configuration, you'd use "Reboots and Remote Access". We have certain guys who are better at CDNLayer tickets, for example, and they will seek out those kind so if you have a CDN question, you'd be best served by using that category. Avoid using Sales and Accounting tickets for technical issues as those end up first in their respective departments and not in support.

Login Information
This one is a bit controversial. I'm going to state straight out... I get that some people don't want us knowing the login information for the server. My personal server at SoftLayer doesn't have up-to-date login information in the portal. I do this knowing that this could slow things down if I ever had to have one of the guys take a look at it while I'm not at work.

If necessary, we can ask for it in the ticket but that can cost you time that we could otherwise be addressing your issue. If you would like us to log into your server for assistance, please provide us with valid login information in the ticket form. Providing up-to-date login credentials will greatly expedite the troubleshooting process and mitigate any potential downtime, but is not a requirement for us to help with issues you may be facing.

Server Identification
If you have multiple servers with us, please make sure to clearly identify the system involved in the issue. If we have a doubt, we're going to stop and ask you, which again can cost you time.

Problem Description
This is really the big one. When typing up the problem description in the ticket please provide as much detail as you can. Each sentence of information about the issue can cut out multiple troubleshooting steps which is going to lead to a faster resolution for you.

Example:

  • Not-so-good: I cannot access my server!
  • Good: I was making adjustments to the Windows 2008 firewall on my server and I denied my home IP of 1.2.3.4 instead of allowing it. Please fix.

The tickets describe the same symptom. I can guarantee though we're going to have the second customer back into his server quicker because we have good information about the situation and can go straight to the source of the problem.

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