Intel Report / Web Ticket Portal Guide

Intel Report / Web Ticket Portal Guide

For issue submission, please provide the following information attached/included to the case: 

(1) Issue Description <be as descriptive as possible, e.g. provide replication steps, whether new or existing installation, etc..>
(2) Server Serial Number <gather from BMC Console >> System >> System Information >> Baseboard Serial Number>
(3) Select Severity, e.g Low, Medium, Critical
(4) Include OS vendor (e .g. [Nutanix], [Cohesity], etc.) and your AMEX team (e.g. [TIMS Backup], [Storage OPS], [CIINFRA OPS], etc.)
(5) Provide the following Required Data:

Attach BMC Debuglog (absolute requirement) <to gather from BMC Console, select System Diagnostics Page >> click the Generate Log button>
➢ If Storage Issue – not detected or missing:
      o EWS NVME/Storage Info, / BIOS UEFI ROM (RAID) screenshot / RAID Log
      o List_all_disks.sh & list_disks, lsblk, nvme list, df –h <Cohesity/Nutanix>
➢ If Network Issue:
      o If port down issue - Esxi – esxcli network nic list <lists network adapters>
      ▪ In Cohesity: list_all_nic_ports.sh <lists network adapters>
      ▪ In Linux: lspci (list all PCIe devices)
      o If not detected or missing – EWS NIC Info / UEFI Option ROM > NIC
                 ▪ In Esxi: esxcli network nic list <lists network adapters>
            ▪ In Linux: lspci <lists all PCIe devices>
➢ If DIMM Issue:
      o If PSOD event, capture error full screenshot for correlation
➢ If No Power Issue:
      o Capture System LED and Power LED status if power is connected
➢ BMC Access Issue:
      o Screenshot of error if trying to login, BMC configuration information

To submit an issue to Intel, use one of the following options:
• Submit a Web Ticket on the Intel portal at http://supporttickets.intel.com (see Figure 1)
(Note: AMEX engineer’s email address must be sent to Intel in advance to preload before creating a new user profile in the Intel portal.) 



                                                                      Figure 1: Intel Web Portal Sign-In


      • Or call Intel at the following phone number: 1-888-345-6478 (especially for Critical/urgent issue)
            o If on hold longer than 2 minutes, please retry call again.
            o If calling from outside the U.S., use an appropriate ATT access code first listed at 
https://www.att.com/ecms/dam/att/consumer/help/pdf/access-codes.pdf , then enter the numbers “18883456478” when prompted. 
            ▪ For example: When dialing from India, dial access code 000117, wait for prompt, dial 18883456478.

If inviting Intel to join a Webex session for an existing case:
      • Please be sure to create & share a Webex session hyperlink that external participants can join and send invitation to the Intel case and 
webex.intel.dsg@intel.com and include the Intel Case number.
      • AMEX Webex personal rooms are restricted within AMEX to only allow internal participants.
      • If urgent Webex, call Intel to notify of the Webex invitation.