Help Me Help You: A New and Improved Support Portal

Howdy Mr & Ms Is Always Right,

The web monkeys have been hard at work changes to Splunk’s Support Portal to help our Enterprise customers find answers and reduce the mean time to resolution and we thought you would like to know. Some recent improvements:

  • Deployment tracking: Now you can make a map of your Splunk deployment(s) and log cases against a specific node
  • Improved case creation and management workflow: We’ve streamlined the steps required to open a case online, allowing you to get more information to the support team in less time
  • Dedicated Security Section: All public security issues are now found in one central location. Want to be notified when a new issue surfaces? Subscribe to Splunk’s security
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Splunk.com Password Change — Splunk the product not impacted

Dear Splunkers,

Last week, due to some temporary debug code that was promptly removed, we discovered that some splunk.com users’ passwords inadvertently appeared in our internal web server logs. No one’s password was accessible from the internet or the splunk.com web site, and we took immediate steps to purge the confidential information from our internal system logs. Our internal IT team that monitors the Splunk.com site logs are the only employees who would have temporarily been able to see these passwords. Note that this only applies to passwords to our web site, splunk.com, used for things like creating customer support tickets, and did not involve anyone’s deployment of Splunk software or the data stored in customers’ instances of Splunk.

As …

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Help Me Help You: Opening a good ticket with support

Salutation drivers of the Information Super Highway,

I’ve got another post here in the occasional “Help Me Help You” series, this time I’m going to digging into case writing.

I was talking with the some of the engineers the other day around the bar about an issue that one of our field guys opened. One of the engineers mentioned a piece of information that totally changed the way the rest of us were going to handle the issue. This got us to talking about how some people write great cases and others don’t. The ones who write good cases usually get their issues resolved first (often times closing the issue with the first response from a member of my team), …

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Did you know that your Active Directory is just a glorified LDAP?

Microsoft Tube Surfers,

Wanted to take a minute to talk about authenticating Splunk against Active Directory. In case you didn’t know Active Directory is running on top of LDAP. While the guys up in Redmond do their best to make sure tha you have no need to know LDAP they give you the ability to interface with it over LDAP if you know what you’re doing. Let’s take this time to let you know what you need to do.

If you are comfortable with the command line you can run the command ldifede. The ldifde command is the windows equivalent of ldapsearch and should allow you to get an ldif entry for yourself and a group. With those …

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Help Me Help You

Peoples of the Interweb,

As one of the Splunk Support Monkeys I am going to try to start a semi-regular series of posts on a topic that is near and dear to me — getting the Splunk community to be able to troubleshoot their issues without the need to reach out to the Support Team.

The most important piece of any troubleshooting exercise is getting a solid understanding of the problem. The common statement “Shit is broke” while ‘summarizing’ the problem doesn’t do much in the way of isolating the specific problem. Taking a minute or two to think about the problem at and documenting the sequence of events leading up to the problem goes a long way to getting …

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On the off chance you need help with Windows

Hello Internets,

As one of the splunkers responsible for answering the phone I’m going to use this space to talk about something near and dear to my hart — empowering my customers so they are able to figure out their own problems thereby allowing me read FARK all day long.

Since we recently released our Windows version a bunch of the folks in the office have been trying to figure out how they do the things they do in a UNIX enviornment (like wget a file) in Windows. I’ve been sharing some of my favorite Windows resources here at the office and figures the rest of you would probably like to know about them as well.

Google
Everyone seems to …

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