Sun Storage 6320 System
 
Sun Storage 6960 Array
 
Sun Storage 6910 Array
 
Sun Storage 9970 System
 
Sun Storage 3960 Array
 
Sun Storage 6920 System
 
Sun Storage 9990 System
 
Sun Storage 9910 System
 
Sun Storage 9960 System
 
Sun Storage 9985 System
 
Sun Storage 9980 System
 

GCS>Sun Microsystems>Sun FAB>Standard>Reactive
 

• Part No: 370-4898
• Part Description: SSRR Modem

Effective July 13, 2006 - All case routing information for devices using the SAMS3 application for automatic case creation will be handled via SunRoute.

As of July 12, 2006 - All entries in SunRoute have been confirmed for each Sun Services Remote Response (SSRR) enabled StorEdge 39xx, StorEdge 69xx as well as all Sun supported HiTrack enabled StorEdge 99xx systems.

Changes to routing as of July 13, 20006 will no longer be possible in the SAMS3 user portal. Any changes to routing must be requested as updates to SunRoute and will require a ServiceDesk request.

All changes to routing will be completed via a ServiceDesk request and will include a local SunRoute review by Technical Service Center (TSC). ServiceDesk requests are made as follows:

Report a Problem -> Software Applications -> SunRoute - Add/Change/Delete a Route

Note: Routing requests will be handled by SAMS3 based on the SunRoute values returned for Product Type, Country and serial number.

Each product type has a default route in SunRoute that can be modified based on the Country and Serial Number.

Example:

• SE9990 for country USA would return "Storage"
• SE9990 for country USA and a serial number defined in the HITACHIMCE range returns "HITACHIMCE"

Specific routing rules are available in each GEO. Questions about routing setup should be raised via the sams-support@sun.com alias.

All SSRR and HiTrack connected devices are affected.  To determine if your device is connected you can look for the device serial number in the serial number search screen at: http://rm-portal.central

All routes as of July 12, 2006 have been verified. New routing change/adds will require a ServiceDesk request.

Automatic Case Creation and Routing (ACCR) cases for a specific unit will be routed based on the data included in SunRoute.  If a case for a specified serial number routes to the incorrect Radiance queue, an issue with device routing is possible.

All routing changes for SSRR/HiTrack enabled devices requires an approved ServiceDesk request.  Routing requests should be made to the following queue:

Report a Problem -> Software Applications -> SunRoute - Add/Change/Delete a Route

Note: Routing requests will be handled by SAMS3 based on the SunRoute values returned for Product Type, Country and Serial Number.

Email questions / comments regarding this document to: sams-support@sun.com

• URL: http://rm-portal.central

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