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