Communications Suite: Sun GDD to the Rescue

Here's a very cool project that I somehow got involved with (set to launch very shortly): Sun Gathering Debug Data. What is it? Perhaps it's best to say what GDD is not first: it is not a methodology, nor a tool, nor a process, nor a product. Rather, GDD is a way to better equip and educate customers who need to contact the Sun Support Center on what debug data they need to provide the first time they call. Analysis of call data for the Sun Support Center showed that all too often, call resolution was slowed by having to re-contact the customer for more data, sometimes multiple times. This translated to less customer satisfaction. The solution is to ask for all the pertinent debug data at the time of the first customer contact. Until now, such a complete list of what data to ask for, and how to collect it, didn't not exist in one convenient place.

Fortunately a team within Sun has taken the time to assemble the various commands, scripts, and processes to provide customers with what they need to cut down problem time to resolution. Customers will be able to download technical documents and scripts, by product, which will walk them through gathering all pertinent debug data related to the type of problem they are experiencing. The first release of GDD supports Messaging Server and Calendar Server, as well as many of the Java ES components, on all of the released operating systems.

You'll access GDD through a new web page that will show up soon (I'll post the link when it is live), as well as from the Comms Hub, and you'll get access to documentation and scripts by product.

For example, for Messaging Server, we've broken the problem areas down as follows:

  • What data to get for all problems
  • Installation problems
  • Hung or unresponsive process
  • Crashed process
  • Routing problem
  • MTA Queue problem
  • Webmail problem
I believe GDD will be a valuable tool for our customers and go a long way towards enhancing their satisfaction when dealing with Sun Support.

UPDATE: Here's the link to the Messaging Server GDD doc:

http://docs.sun.com/app/docs/doc/819-5355

UPDATE II: Here's the link to the Sun GDD site:

http://www.sun.com/service/gdd/index.xml

Comments:

Sounds like a great idea - how about integrating it with sunsolve so that you filing a case will give you the tools to continue gathering data and narrowing down the problem while you wait to get a response?

Posted by Mads on December 12, 2006 at 09:00 AM MST #

Here's what I found out: Sun GDD is already integrated into OSC (English interface, other languages are being worked on now). When you enter a new request, you get a GDD reminder with link to the external site. In the future, there will be a new interace. When you log a request, you will choose the product, the sevrerity, and the problem type. Depending on the problem type, the correspoinding extract of the GDD documentation will be shown and the link to the external URL for downloading Sun GDD will also appear. However, keep in mind that the correct way to use GDD will be before logging a request.

Posted by Joe Sciallo on December 14, 2006 at 06:34 AM MST #

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Reporting about Unified Communications Suite Documentation, including news, Comms 101, documentation updates, and tips and tricks.

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