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New Ticket Request

Country

Customer Company Name


Customer Name
Customer Information

Customer Mobile Number


Customer Email Address
Customer Fixed Number
Location/City
Ticket Type
priority
Category
Product Line
Product
Summary(240)

Ticket Information

Affected Equipment Quantity


Software Version
Details(5000)
additional comments related to Problem
Local Huawei Engineer ID (optional)
RTTS ( Customer Ticket Reference No)

w Ticket Request
Jordan
UMNIAH
Nasser Abdelhadi
785003373
nabdulhadi@umniah.com
amman
CS (Customersupport)
Technical Enquiry
Wireless-WIMAX Performance-NTS
Wireless
DBS 3900

Frequent NE Disconnected

Product Class

Product

MSOFTX 3000

Core CS
UMG 8900 M

IGWB

SOFTX 3000

UMG 8900
Core NGN

Requested Info.
Version and installed patches
Workshop database
User trace with inter module and user log
Performance measurement tasks ( *.csv)
Alarm Log ( *.csv)
Device alarm
Version and installed patches
DSP CFG
Alarm Log ( *.csv)
Run LOG, Operation LOG and Running LOG
iGWB traces
other
original and final CDRs
Format and ini files
Version and installed patches
Workshop database
User trace with inter module and user log
Performance measurement tasks ( *.csv)
Alarm Log ( *.csv)
Device alarm and device log
Version and installed patches
DSP CFG
Alarm Log ( *.csv)
Run LOG, Operation LOG and Running LOG
iGWB traces

IGWB

N2000
C&C08

other
original and final CDRs
Format and ini files
Snapshot from SySmonitor
make synchronization for the network elements
like SX3000
SGSN configuration file (mml file)

SGSN product

SGSN product

GGSN product
Core PS
CG product

WASN product

DNS product

M2000 product
Core Integration
(HLR/M2000)

HLR9820 product

CSOFTX 3000

Core CDMA

SGSN System log file (SLG file)


SGSN Alarm log file (HLM file)
SGSN System log file (OLG file)
Performance measurement file
Trace file
GGSN configuration file (mml file)
GGSN log file (log file)
GGSN Alarm log file (HLM file)
Performance measurement file
Trace file
CG configuration file.
CG log file
Trace file
WASN configuration file
WASN Alarm file
WASN operation log
WASN log file
Performance measurement file
DNS log file
Version +patch
performance task (*.csv)
autostar report
Alarm log
Traces file
explorer logs
print screen of the error messages
Version +patch
performance task (*.csv)
configuration related to the problem
Alarm log
Traces
autocheck report
Version and installed patches
Workshop database
User trace with inter module and user log
Performance measurement tasks ( *.csv)

CSOFTX 3000

Core CDMA
UMG 8900 C

IGWB

Alarm Log ( *.csv)


Device alarm
Version and installed patches
DSP CFG
Alarm Log ( *.csv)
Run LOG, Operation LOG and Running LOG
iGWB traces
original and final CDRs
Format and ini files

Related to
Basic Information
Data configuration Problems
Problems related to Service flow
Problems Related to Performance
Problems related to Hardware
Problems related to Hardware
Basic Information
Data configuration Problems
Problems related to Hardware
Problems related to Hardware
Problem related to Billing Center service
Problem related to Billing Center service
Problem related to Billing Center service
Problem related to Billing Center service
Basic Information
Data configuration Problems
Problems related to Service flow
Problems Related to Performance
Problems related to Hardware
Problems related to Hardware
Basic Information
Data configuration Problems
Problems related to Hardware
Problems related to Hardware

location
LMT
use manix tool and follow the displayed instructions
LMT
peroformance client
LMT
D:\MSOFTX3000\RUNLOG\FAM\
LMT
LMT
LMT
LMT
use getiGWBinfo.exe tool
iGWB client
C:\igwb\config\ini
LMT
LMT
trace from LMT
paeformace tasks as saved
LMT
E:\MSSQL\Data\;
LMT
LMT
LMT
LMT
C:\IGWB\trace

Problem related to Billing Center service


Problem related to Billing Center service
Problem related to Billing Center service
Problem related to Billing Center service
Problem related to Alarms
Problem related to SYNC

others
D:\frontsave\X3KF, E:\backsave\second\X3KF
C:\IGWB\config
from SYSmonitor client
synch from topo. View

Basic Information

/hda0/SGSN/CONFIG/

Problems related to Hardware


/hda0/bam/data/slg
Problems related to Hardware
/hda0/bam/data/hlm
Problems related to Hardware
/hda0/bam/data/olg
Problems related to Hardware+Problems related/hda0/bam/data/prf
Problems related to Service flow
Basic Information
hd:/bam
Problems related to Hardware
hd:/logfile
Problems related to Hardware
hd:/bam/data/alm
Problems related to Hardware+Problems relatedhd:/bam/data/prf
Problems related to Service flow
Problem related to Billing Center service
UNIX CG: /opt/igwb/config/ini/igwb.ini, /etc/hosts, /etc/hostname.*, Windows CG: \"installed directory"\config\ini folder;
Problem related to Billing Center service
UNIX CG: /var/other/log , Windows CG: \installed directory\log
Problem related to Billing Center service
UNIX CG: /opt/igwb/trace, Windows CG: \installed directory\trace
Basic Information
hd:/bam
Problems related to Hardware
hd:/bam/data/alm
Problems related to Hardware
hd:/bam/data/olg
Problems related to Hardware
hd:/logfile
Problems related to Hardware+Problems relatedhd:/bam/data/prf
Basic Information+Data configuration Problems+Problems related to Hardware
Basic Information
#displayVersion
Problems Related to Performance
feedback performance sheet from both NE & M2000, use trace collection tool and feedback related traces
Abnormal behaviour for OS,SYBASE or M2000 RUN
a
the autostar tool and follow the displayed instructions
Problems related to Hardware
LMT
Follow guide in case of request
use
trace collection tool (follow the displayed instructions when running the tool) and feedback related traces
#
/opt/SUNWexplo/bin/explorer
problems related to OS
Basic Information
print screen button
Basic Information
LMT
Problems Related to Performance
query the performance results from the performance client in *.csv format
Data configuration Problems
use LST commands using MML GUI in LMT
Problems related to Hardware
LMT
Problems related to Service flow
LMT
abnormal behaviour for OS or Oracle
RUN the autocheck tool and follow the displayed instructions
Basic Information
LMT
Data configuration Problems
use manix tool and follow the displayed instructions
Problems related to Service flow
LMT
Problems Related to Performance
peroformance client

Problems related to Hardware


Problems related to Hardware
Basic Information
Data configuration Problems
Problems related to Hardware
Problems related to Hardware
Problem related to Billing Center service
Problem related to Billing Center service
Problem related to Billing Center service

LMT
D:\CSOFTX3000\RUNLOG\FAM\
LMT
LMT
LMT
LMT
use getiGWBinfo.exe tool
iGWB client
use getiGWBinfo.exe tool

stalled directory"\config\ini folder;

dback related traces

eedback related traces

Product Class

Product
N2000 ( DMS )

DataComm
Routers,Switches,Firewalls

WDM/NG-SDH/SDH products

Optical
T2000

Microwave product

Broadband

Access

Narrowband

BMS N2000

Requested Info.
DMS detailed version
No. of managed NE's
Alarm picture or Alarm ID
Aarm ID
Snapshot of sysmonitor
VRP version
diag file
Log file
T2000 Script file
T2000 MO file
History Alarm with parameters
Performance measurement
other
Server and Client logs
Server and client versions
MO file
history Alarm
print screen for link configuration with TX/RX level
Performance measurement
NE version
Borads and type
Patches installed
Alarm history and statistics
Log files
NE version
Borads and type
Patches installed
Alarm history and statistics
Log files
DMS detailed version
No. of managed NE's
Alarm picture or Alarm ID
Aarm ID
Snapshot of sysmonitor

How to get
HELP --> press Licese tab --> press CTRL+V
HELP --> press Licese tab --> press CTRL+V
NMS Fault menu
NMS Fault menu
Sysmonitor screen
display version OR vrbd
cfcard:/
OR " dipslay diag "
cfcard:/log/
T2000>System Adminstartion> Import/Export Script File
C:\T2000\sever\database\Msuit
T2000>faulty>Browse history Alarms
T2000>performance>History performance
it depend
C:\T2000\sever\database\Log or C:\T2000\Client\database\
T2000>Help>About
C:\T2000\sever\database\Msuit
T2000>faulty>Browse history Alarms
from the planner
T2000>performance>History performance
l display version
display board
display patch
display alarm history
display log
l display version
display board
display patch
display alarm history
display log

To be sent by the customer (Data from real topology)

Product Class

IN

DS

OSS

DE

Requested Info.
Use the collect data script in order to collect all the server
information; and send its output
(Ex.: collect.sun.83a4182b.SMCP01.2008.03.31.rar)
Traces
Configuration
Logs
Charge Issue:
1.Subscribe/unsubscribe logs:OpenDelete.log
2.JBOSS logs:server.log
3.Service logs:Common.log
If the register way is MML interface, Please feedback
uniportalcomm logs too.
MML,SMS issues:
1.JBOSS logs:server.log
2.Service logs:Common.log
3.Uniportal logs:uniportalcomm
Service issues:
1.JBOSS logs:server.log
2.Service logs:Common.log

Debug Log
snoop files

Product Class

Product

Requested Info.
BSC configuration file

BSC product

RNP Request
BTS product
Attachment

M2000 product

PCU

WASN DBS

BSC logs files


BSC Alarm log file
Trace file
Performance measurement counters
other
Network Topology
Performance measurement counter
BTS Configuration file
BTS log file
Version +patch
performance task (*.csv)
autostar report
Alarm log
Traces file
explorer logs
print screen of the error messages
PCU info folder through PCU info tool
pcu.ini--configuration file
Alarm History
Network Topology
Trace file .mrf
configuration file
service log file .srv

How to get
BSC BAM
BSC BAM
BSC LMT--M2000 Client
BSC BAM--M2000 Client
BSC BAM--M2000 Client

BSC BAM--M2000 Client


BSC LMT

Trace collection tool//OMC


Autostar tool

PCU info tool

M2000 Client