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Asset ID: 1-73-1001324.1
Update Date:2010-08-25

Solution Type  FAB (standard) Sure

Solution  1001324.1 :   Effective July 13, 2006 - All Case Routing Information For Devices Using the SAMS3/ACCR SSRR HiTrack Applications For Automatic Case Creation And Routing Will Be Handled Via SunRoute.  

Related Items
  • 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
Related Categories
  • GCS>Sun Microsystems>Sun FAB>Standard>Reactive


Sun StorageTek 3960
Sun StorageTek 9990 System
Sun StorageTek 9910
Sun StorageTek 9960 System
Sun StorageTek 6320 System
Sun StorageTek 9970 System
Sun StorageTek 6920 System
Sun StorageTek 6910
Sun StorageTek 9985 System
Sun StorageTek 6960
Sun StorageTek 9980 System
Sun StorageTek 3910

  • 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.


  • 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 [email protected] 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.

Previously Published As
Internal Comments

Email questions / comments regarding this document to: [email protected]

Related Information
  • URL: http://rm-portal.central

Internal Contributor/submitter
[email protected]

Internal Eng Business Unit Group
KE Authors

Internal Eng Responsible Engineer
[email protected]

Internal Services Knowledge Engineer
[email protected]

Internal Kasp FAB Legacy ID

Internal Sun Alert & FAB Admin Info
Critical Category:
Significant Change Date:
Avoidance: Workaround
Responsible Manager: null
Original Admin Info: null

05b0b61b-e1ba-4e07-a932-a782f3b92213|Sun StorageTek 3960
15644879-f179-11d8-ab63-080020a9ed93|Sun StorageTek 9990 System
2a918ae2-0a18-11d6-834a-c679537eebe7|Sun StorageTek 9910
2a94fb3c-0a18-11d6-90a8-c9c08656284f|Sun StorageTek 9960 System
4de60cc2-a08e-4610-b8bf-6a1881cb59c6|Sun StorageTek 6320 System
4ea4b951-9fc9-4f1f-b64e-69572a400fb4|Sun StorageTek 9970 System
67794720-356d-11d7-8ef2-ce2ac2bc9136|Sun StorageTek 6920 System
681b08b4-d683-4f9e-b8ba-cbbb87b01d05|Sun StorageTek 6910
73084edc-dc32-11d9-8a74-080020a9ed93|Sun StorageTek 9985 System
86b6cc47-00d7-43f1-8efd-81690a8d5b6f|Sun StorageTek 6960
c2428fbe-8ab7-41d0-8b6e-ab489823c9d4|Sun StorageTek 9980 System
f651ba09-f2d9-4dbc-918c-ad530528e4dc|Sun StorageTek 3910

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