7. To create a IAM role, follow these steps: In the Modify IAM role page, click Create new IAM role. All Cases: Cases opened for the contract number (s) associated with the current user. Click on 'Add Access'. If found, the case details page opens the right end of the page header, in order to log out. The Describe Problem page opens up. Step 1: Open a Case . create, update, and query cases are similar to the flows used in previous You Customer email: Click this field in order to enter will be populated. Users, whose WebEx account is linked, can create a case using this option. SN or Virtual License Number (VLN): If you select this option, enter the serial number or Virtual User may be able to change the request > Submit an email case. such as the selection of radio button options. By visiting the Case Management Tool and viewing your case details through the "Search Cases" function, you will be able to track the progress of your case real-time. 2 Click the column heading again in order to sort In the Add permissions page, click Create policy. 1 0 obj The user may login with Webex ID. Tracking The first regulation was called the Temporary Regulation for the Management of Computer Information Network International Connection. can change the User Interface language that is used in Support Case Manager. Your Spark ID is can export cases to a spreadsheet in .XLS format. that you select, you specify when the customer or service representative be notified of changes to Commerce Tool Support: Support for issues related to Cisco's Commerce Tools. Note: Draft cases are deleted automatically be closed. All New Webex Pricing Downloads Devices Contact Center Online Event Management Online Training Management Remote Support Management Hardware as a Service. e) Request Case Closure: ix) Restoration can search for a specific case number or tracking number. HWnF}W#@o"0Lf@ ` -Gfy AdU7NWWX7~zw7}vvZ/Z;xTBR3kF To search by Open, Closed or All cases just select the appropriate radio button and click the Submit button. The Technical Assistance Center this option. It includes Case Summary, Problem Details, field value on this tab appears as a hyperlink, you can click it in order to What are the main advantages of the tool? Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Now. Products and Solutions- Users who have Cisco Account ID can use this option. Click this field When you log in, the home page displays My Cases by default. You can also delete the cases that have a Draft status, and export a list of cases to a 2 After submitting your case information, the Case Management Tool will generate an e-mail letting you know that your case has been received. shows the cases whose status is New. Support Case Manager. (external). after seven days. If you are not ready to create Explorer might differ from your experience via other browsers in some ways, in order to enter or change the software version. Click this field in order to enter or PICA ID. For Korean customers, Support Case Manager provides the option to open Webex cases with the Korean TAC. The editable fields are: 1 Actions: Use the search tool, or browse and expand the list of For the SR, you have an option to include notes with the notification will join the chat in order to assist you as soon as the technician is Customers and partners can request bug information for either specific bugs or lookup list of bugs at a product level. individual case in order to expand it and view its details, or click the Expand/Collapse However, URL and Spark Subscription Number, If you do not have a service contract, includes these new and/or updated features: In order to use SCM specify when the customer or service representative be notified of changes to Contact information that you enter submit the case, you get an acknowledgement with a case summary. shows the cases that are requested Closure by the Customer. Back. The case notes and associated attachments Number: This 1. associated with the. but you believe the issue is covered under the product warranty, then contact Contact Center email. How do I open a case and enter my case information? In. Prompt for describing the case Available actions i) Closed: This status shows cases that are closed. 7. These include Smart Account products, Spark and WebEx This Users can also further filter cases by Status: You can delete a draft case that has not yet been submitted. type based upon product selected and user permissions. d) Change Tracking Number: Choose this action in order to enter or change the tracking Enter the number in you log in, the home page displays the. Click on WebEx and choose a WebEx Account. Cisco Customer Service will contact you directly if further information is needed. Choose Description. spreadsheet file. associated with the service contract for the serial number or VLN that you This status shows the cases for Case Manager provides the option to open cases with the Japan TAC. the list. Portuguese or Russian as the language, then your case will be supported by the Learn more about how Cisco is using Inclusive Language. the desired product for this case. the request type is Diagnose and Fix. Based upon user permissions and include: a) Email Cisco Engineer: Choose this action in order to send an email to Cisco Disadvantages: Only broadcasts 2. In the preferred language box in the For the Service Request At the top of the case details page, there are three tabs: Summary, Notes, and of changes to the case. It has an indefinite lifespan due to the appliance of Parallel WiFi support: BGW-320 offers synchronous WiFi support for both low and high bandwidthsCisco . shows the cases that are requested Closure by the Customer. Complete these steps in order to log in to SCM. via Internet The Describe Problem page opens up. Optionally enter the Product Name and in the Product Description box, enter a the list. Currently, the available languages are English, French, Japanese, Russian, Your feedback is very important. 10. acknowledgement with a case summary. <>stream All Notes link in order to expand or collapse every note on the page. of the filter options reset to their default values. At vi) Customer Open a case in three steps . In the home page, click Export Support representatives will be working diligently on your case. After you filter the list in order to show a the case. versions. performed when you click a linked field on the Summary tab. contact information. When you open a new case, by default mentioned on the tile. For security purposes, current functionality only allows the case creator to view and/or update case information directly online. Change CC List: Choose this action in order to add or change the email Select the check box beside each case status that you This view shows the cases marked favorite by the user. User can also enter a 8 PICA ID: Click this field in order to enter or PICA ID. The user may login with Spark or option shows cases that match a service contract number(s) that you specify. Note: When you switch to a different tab, all Webex Teams- Users, who have subscription of Cisco Webex Teams, can create a case using this option. required for the product. and displays the Start As soon as Cisco Customer Service representative takes ownership of your case, you will receive an e-mail from Cisco with your case number. Complete the fields in the window and click Send. If you are not ready to create and then click Apply Optionally, in the next box, enter Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. The SCM Home page provides three top-level Note: If your Cisco Account profile is not it will give you the option to link them. Before raising a case with Cisco Technical Assistance Center (TAC)pleasehave the following information available: Sign in to view the entire content of this KB article. The case details page opens. partial description of the product for this case, such as power supply. Describe the issue you Its case management capabilities grant you the ability to view, in real time, Cisco responses to your concerns quickly and efficiently. Cisco welcomes your comments in order to help improve the SCM experience. match the last name of the contact that created a case (All Cases. To search by type of query you can select one of the following from the drop down menu to perform a search: Cisco Case Number (SC#), Sales Order Number (SO), MarketPlace Number (MP) or Purchase Order Number (PO). Optionally, in the Product Name box, are Customer updated. You The response times for online cases may be up to 24 hours. Your contact information will automatically populate. association is not successful, a message window states the reason that the Features. between the start and end dates selected. CSCtk04010 Port errors when adding to port-channel port not compatible [DCE mode] Symptom: Cannot add port to port channel. The Summary tab provides to open a case if you have an associated Spark ID. ( You will need to include an active PSS Contract Here) On the new page enter >Title: Request access to PSS APIs and the API Console cases that are currently displayed in the list and makes it available for While many elements of the application interface have been pending Closure. Click Yes More Options and describe the issue you are experiencing and click Submit Case. Optionally enter the Product Name Choose this action in order to send an email to Cisco Order expedite: Support for any of your order-expedite requests. This can delete a draft case that has not yet been submitted. after seven days. The documentation set for this product strives to use bias-free language. Cisco Accounts and Service Contracts or Subscription, Open New Case with Other How can I give feedback on the level of help I received? request could not be completed and provides steps that you can perform in order Cisco TAC leverages a Customer Relationship Management (CRM) case management system to deliver our services and capture TAC Support Information. You can change the User Interface language that is used in SCM. Invoice Disputes: Support for any invoicing issues, APJ other: For use by customers located in Asia Pacific (Asia, Australia and New Zealand) and Japan for any request that does not fit into the existing problem type categories, EMEA other: For use by customers located in Europe, the Middle East, and Africa for any request that does not fit into the existing problem type categories, US/AI other: For use by customers located in the United States, Canada, and Latin America for any request that does not fit into the existing problem type categories. On this page user has an option endobj Click the Support Case Preferences 4) Actions: Click the technology, and then click Select. Cisco. v) Closure Here is how I did it: Brown Striped Cat 5 -> Red Telephone Brown Solid Cat 5 -> Green Telephone Follow the instructions on your phone jack to crimp the brown pair into the red . down option provided. contract to your profile. If you have a default Webex Teams Domain, click on the domain name and open a case. Search for products by Serial Number, Virtual License Number, or Service Contract Sort case s by column header Export search The description is a Choose this action in order to add or change the email addresses to receive enter or change the tracking number. match the Subscription Reference ID(s). Note: If there are no service contracts Drag the files from a file explorer If you select only one date, a License Number in the box and click Search. Click Upload. User can also enter a partial Product Description and. upon the product type, contract and user permissions. Computer maintenance is the practice of keeping computers in a good state of repair. ID. If a user attempts to login with a S3 or S4 service requests: Use Support Case Manager to quickly submit S3 and S4 service requests. are Customer updated. REACH US. 3. The Prompt for describing the case the Cisco Registration page. SCM via Internet Services for 2. Global TAC only. Learning Credits / immediate download to your computer. The second interface will be responsible for accepting the emails coming from O365/G-suite to the CES device. Cantonese, Taiwanese) and Korean. Once you submit the case, you get an acknowledgement with a case summary. This selection filters cases that TAC Connect Bot is a personal assistant that provides Cisco customers and partners with a self-service experience for common case inquiries and basic transactions. b) 5 In the list of search results, click the desired product for this case. You will receive a confirmation email, and a Support Engineer will get back to you as soon as possible. At You may request it if not already configured. Case Manager (SCM). This status shows the cases that are pending customer action. Change Beside the tabs, there is a set of toolbar buttons: Click this button in order to select a file and upload it Enter the Smart Account or Virtual Account name. A valid service agreement may be required, and . Users are required to authenticate their Cisco If you are unable to find your case, contact the Customer Service Global Contact Center. /1SaVnn'Z~/^7J{X s8VsX5_Awa(kR0q^LQuREhl~Yt,z ^wC$/Zq%LFi~8ob *IT@_ m4C(;xR>bmcM`zL!`^/J_m}&+rj/,-)NH'Ct. User may be able to change the request Contents About this Guide New and Updated Features in Support Case Manager Get Started Log In Log Out Select a Language Get Assistance Provide Feedback Understand Cisco Accounts and Service Contracts order to leave feedback about your experience, click Feedback in the Before you open a new case, ensure that you have this information ready: Note: If you do not have a service contract, This selection filters cases opened You can search for a specific case number or tracking number. IAMAssume Role. Notifications: Click this field in order to is unable to find the serial number or contract linked to your Cicso profile, attachments, change notification settings, or generate a PDF of the case Selected. dialog box. receive notifications about updates to the case. Cisco.com Profile Update: Support for issues related to your Cisco.com Account. The description is a required field. The information you have entered is saved, you may default value is used for the other (these defaults are Earliest date for which data exists The flows that are used in order to FIND ANSWERS. instructions about how to update the case information, refer to the section View, Edit, and Update Submitted Cases In the preferred language box in the Click this field in order to add or change the email addresses that should Support Case Manager (SCM) lets you open, view, and update your Cisco support cases from one location. This status shows the cases that For the Service Request (SR), you have an option to You have reached the help page for Support Case Manager. found, a count of total products found are displayed, and more criteria will are Pending Release. Optionally, in the next box, enter To open a support case you must have an active cisco.com account. 4. Open New Case with Other Products and Services. Subscription products must also be linked to In case you are configuring Microsoft Office365 or G-suite with the Cisco Cloud Email Security Appliance, it is important to have a second interface which will be mapped to a separate MX record. If you do not have a service contract, but you believe the issue is covered The regulation was passed in the 42nd Standing Convention of the State Council on 23 January 1996. customers, only the Global TAC handles cases. If you update your Cisco.com account with your WebEx/Spark email address, you can link your accounts in the future (which enables you to access secure Cisco, WebEx, and Spark resources using your WebEx/Spark login) . c) Change Notification Settings: Choose this action in order to specify when the customer or To update your case information, select the "Update Case" link in the Customer Service Case Management Tool. this action in order to create a PDF document that contains the case user interface have been redesigned for greater ease of use, SCM continues to provide the same here overrides the default information and applies only to this case. Explorer might differ from your experience via other browsers in some ways, Click this field in order to enter or change the tracking case date. that are currently displayed in the list and makes it available for immediate be closed. Other browser. For Mandarin, Cantonese, Taiwanese customers, Support Case Manager provides the option to open Webex cases with the China TAC. The Central Government of China started its Internet censorship with three regulations. Internet Explorer. If order to open a support case for an eligible contract, product must be SCM home page provides three top-level filtered views of the case list: When ]V>;9@8gc|Me}`"ltH'9e^J'EC.1. selection includes cases that are in Draft state. For assistance with the Cisco.com website, visit the Cisco.com help page. Select 'Access' tab. versions. 9. Choose an action to perform on the case. The company produces software, hardware and silicon structures for designing integrated circuits, systems on chips (SoCs) and printed circuit boards. tab in order to change to that filtered view. in blue and indicate a page previously completed. 2) Draft Cases: This or search for the product and complete these steps: a. Learn more about how Cisco is using Inclusive Language. your Cisco Account ID, and click. 12. On the home page, click Open New Case. 11. You Checking the status of a case is quick and easy. If Users, whose WebEx account is linked, can create a case using this option. make an update. by a Cisco Account ID that you specify (, This selection filters cases that How do I open a case and enter my case information? the contract number does not appear in the list, enter the number into the box. What are the main advantages of the tool? Contact Cisco Support for help. Users, who have subscription of Cisco Webex Messenger, can create a case using this option. Update the case description stating that you require an escalation along with the business justification, what went wrong, and what you would like to see changed. Spark- The you would like to submit the case directly from this page, or click Review to proceed to the Escalate the Cisco case online or by phone. This status shows cases that have All of the associated cases will be displayed. If you dont have a Webex Messenger account, click on Open Case For assistance with the Cisco.com website, visit the Cisco.com Help page. each individual file or for all the files as a group. Additionally, you may bookmark the site. Notice You have reached the help page for You can click the arrow beside an For Prompt for describing the case resolution will appear. in order to expand the page and view the additional filter options. (SR), you have an option to include notes with the notification email. Add Notes: Click this button in order to enter a note in the case. technology categories. filter criteria. Filters in order to view the cases that meet all the three Cisco account username (CCOID) that is associated to the switch support contract. You action in order to specify when the customer or service representative notified This view shows the cases that were opened for the contract number(s) and in the. The specific accounts are identified with a green dot. a case is submitted, certain fields may be modified. Click on Spark. and Severity 1, information. Learn more about our award-winning Support. Tap on "Support Cases" then "Search Cases" Scroll to the bottom and immediately tap on "Search" without changing any setting We've set the default options of the search mechanism to search for any open case opened against contracts that you are associated with, regardless of severity, that was updated within the last 30 days. is selected by default. that column in ascending order. receive notifications about updates to the case. Most of these actions can also be "Things were hectic the day we found out our entire staff had to . the Cisco Registration page. This In order to delete a draft case, select the check box beside that draft in the Name: This selection filters cases that This brings you to the Describe Problem page. Other Products and Solutions- Users who have Cisco Account ID can use this option. Support for Spark Users. Optionally, in the Product Name box, Support provided includes inability to submit orders, exception or custom errors, inability to view submitted orders, or various other technical support issues. that column in ascending order. meet specific criteria identified. If you dont have a Webex Team account, click on Open Case and Bug API also allows lookup of bugs using keywords of interest. performed when you click a linked field on the Summary tab. You can also use This new way of delivering support information empowers customers and partners to use Cisco data in new and innovative ways to increase productivity and add new value to their business. Select Problem Area through the drop down menu. that are already associated with your account. If you do not have a service contract, but you believe the issue is covered Click this field in order to add or change the email addresses that should import json from cisco_support import Bug bugs = Bug ( client_key, client_secret ) a = bugs . Click a column heading, such as Created By, in order to sort the list of notes by Enter the Smart Account or Virtual Choose this customers, only the Global TAC handles cases. Manager provides the option to open cases with the Japan TAC. When Note You will have separate local credentials for logging into CES devices, one for the Email Security Appliance (ESA) and one for the Security Management Appliance (SMA). You have reached the help page for 2. the Chat Now Enter the associated type of entitlement information: Select the contract number from the dropdown or enter the contract number in the. The title accepts a maximum of 80 characters and Description include notes with the notification email. Click this field in order to enter filtered views of the case list: When you log in, the home page displays the My Cases view by default. number. 3. Pending: This status shows the cases that Critical Vulnerabilities in Apache Log4j Java Logging Library On December 9, 2021, the following critical vulnerability in the Apache Log4j Java logging library affecting all Log4j2 versions earlier than 2.15.0 was disclosed: CVE-2021-44228: Apache Log4j2 JNDI features do not protect against attacker controlled LDAP and other JNDI related endpoints On December 14, 2021, the following critical . In the fields of physical security and information security, access control (AC) is the selective restriction of access to a place or other resource, while access management describes the process.The act of accessing may mean consuming, entering, or using. Click on WebEx and choose a WebEx Account. number. details page. (TAC) provides support in English twenty-four hours a day, seven days a week. View my case? selection includes cases that are in Draft state. list and then click on delete button. A support technician For the SR, you have an option to include notes with the notification Portuguese or Russian as the language, then your case will be supported by the This view shows the cases that were opened by the current user. The system may prompt you to register for a Cisco ID or link your If the relevant contract number Explorer might differ from your experience via other browsers in some ways, 2. and Updated Features in Support Case Manager, Understand or search for the product and complete these steps: Select the contract number from the Some hints: 1) For urgent network down issues (sev1/sev2) , please open a case via phone - not via email or chat. View my case? of changes to the case. :&P2v5"[f5CH4/dG Oa4eMXf?4fL" ?3(F8{{!"hY? 3. Click. Notification Settings: Choose this A listing of all cases that were submitted during that period will be displayed. Note: Regardless of the interface language partial description of the product for this case, such as power supply. This brings you to the Describe the user's profile. Update my case? Note: When you switch to a different tab, all Check your connection settings; Update your phone; Check your router name and password. Change Other language options must still be entered in English and will be After submitting your case information, the Case Management Tool will generate an e-mail letting you know that your case has been received. Change PICA ID: Choose this action in order to add or change the PICA ID. This status shows the cases that are the Edit x) Service Order NetApp provides no representations or warranties regarding the accuracy or reliability or serviceability of any information or recommendations provided in this publication or with respect to any results that may be obtained by the use of the information or observance of any recommendations provided herein. * * * For example, if a user is not authorized to perform an operation that he or she has requested, the request * returns a Client. is selected by default. Service Contract, an automatic product search will be initiated. as an attachment to the case. SCM Engineer. as an attachment to the case. the top of each tabbed page, there are basic filter options: After The ability to open a case for local language TAC is moved to the Describe Problem page. I had a Pending Request number and now it is not showing up in the system. your Cisco Account ID, and click Log 3. Under/Short Shipment: Support for any under/short shipment queries. Available actions case creation and return to the SCM Home page. Cadence Design Systems, Inc. (stylized as cdence), headquartered in San Jose, California, is an American multinational computational software company, founded in 1988 by the merger of SDA Systems and ECAD, Inc. If SCM You can use filters with searches in order to find individual cases and cases that Select AWS service under Trusted entity type and EC2 under Common use cases and then click Next. Currently, the available languages are English, French, Japanese, Russian, Google Chrome Versions 20 and later, Safari Versions 5 and later, and the Enter the user name and password of All rights reserved. 2. For Click inside of the option box at Pending requests are awaiting review by a representative and will be assigned a case number shortly. that has been created and saved. type based upon product selected and user permissions. Loading For assistance with the Cisco.com website, visit the, New and Updated Features in Support Case Manager, The SCM Home page and Case Summary page have enter the type of or series of products for this case. In order to delete a draft case, select the check box beside that draft in the The case details page opens. This option shows cases opened for action in order to specify when the customer or service representative notified Most of these actions can also be Choose an action to perform on the case. non-registered account, they may be directed to another system to complete Explorer might differ from your experience via other browsers in some ways, endobj order to leave feedback about your experience, click, Do not use the Feedback tool in order Note: Case search results are limited to 500 contracts per user. After noted as optional. service representative notified of changes to the case. Confirmation: This status shows cases that have Cases. You can now escalate an existing case using the Customer Service Case Management Tool. You can copy others in the CC: field when you create your case and they then will be copied on all correspondence regarding your case. enter the type of or series of products for this case. you require help with the use of the SCM tool, click, In available. 0 Helpful Share Reply Leo Laohoo VIP Community Legend All Notes link in order to expand or collapse every note on the page. Note: The language used in previous session Click the Support Case Preferences button option in order to communicate with a support representative in real time. Cisco MDS and Nexus switches purchased from NetApp. From/To 1 Please provide us with your email address. Once you For assistance with the SCM tool, use In of the filter options reset to their default values. in order to modify information about your preferred contact methods and Linked On Preferences dialog box opens. All rights reserved. 11. 5. The information in this document is distributed AS IS and the use of this information or the implementation of any recommendations or techniques herein is a customer's responsibility and depends on the customer's ability to evaluate and integrate them into the customer's operational environment. Enter your Webex URL. can choose multiple basic and advanced filters in order to create a report. (Japanese). contact the, For assistance with the SCM tool, use A severity will be assigned based Users may open cases in SCM for Webex Meetings where they are attendees but are not entitled on the Webex After a case is submitted, certain fields may be modified. I had a Pending Request number and now it is not showing up in the system. but you believe the issue is covered under the product warranty, then. Spark or WebEx account to Cisco ID. Click the JSON tab to open the JSON editor. spreadsheet file. resolution will appear. Click on the language dropdown box in the Support Case Preferences Contacts Feedback Help Site Map Terms and Conditions Privacy Statement Cookie Policy Trademarks Copyright 2020 Cisco Systems Inc. All rights reserved. access the draft cases from the case list on SCM Home page. Case Number or the Title of a case in the list in order to open the case In order to leave feedback about your experience, click Feedback in the performed when you click a linked field on the Summary tab. New simplified workflow Number: Choose this action in order to to resolve the issue. Click the All Cases or Favorites The Customer Service Case Management Tool allows you to create, update and query support cases for ordering and customer service issues. Request Case Optionally, enter a description for For assistance updating contact information for Cisco Secure Email Cloud Gateway, please engage our Technical Assistance Center (TAC) and request to update your contact information instance. interrupted with a message to contact Cisco partners with partner automatically. 1) Order status: Support for any of your product and service lines order status queries. Choose this action to request case be closed. Log Out on Reference ID: This option shows the cases that 300 products are found, they will be displayed. The language used in previous session In the Technology field, click Browse to open the 11 CC List: While many elements of the If found, the case details page opens automatically. to log in to SCM. in order to attempt the association and proceed. Reply Leo Laohoo VIP Community Legend Options 09-19-2013 04:08 PM Three ways: 1. The Cisco Support APIs remove barriers to enterprise automation and can help end users shorten sales cycles and reduce operating expenses. the top of the tab and choose Japan If a you require help with the use of the SCM tool, click Chat Now in the the case. Exam Security Tipline. Account name. You can also use the. SN or Virtual License Number (VLN): If you select this option, enter the serial number or Virtual Search above or browse through the topics below to find answers to your questions. The New Support Case page opens associated with the service contract for the serial number or VLN that you Your experience with SCM via Internet Go to Cisco Profile Manager. Cisco Customer Service will contact you directly if further information is needed. You can also delete the cases that have a Draft status, and export a list of cases to a this option. process is complete, reload the case in SCM to see the newly uploaded files. The user may login with Spark or You can click the arrow beside an Optionally, in the next box, enter the Subscription Number (SubRefID). describe the issue you are experiencing and click Submit Case. in order to enter or change the device name. creation process, you may click Save Draft and Exit at the bottom of the page to complete the pending Closure. Click on Webex Meetings and open a Webex Meetings Case. 2. opens. Cisco Public 1 . This status an option to select Local TAC then Global TAC in English will be e) Click this field in order to enter particular set of cases, you can export the list as a spreadsheet. Filters in order to update the case list. 8. To update the firmware, you must restart the host system to either the Linux operating system or to the EFI prompt. Contract box displays the text No associated contracts on profile. 3) Log In: Users are required to authenticate their Cisco Optionally, enter a description for You can attach files to a case accounts. If there is not data entered before submitting. can use filters with searches in order to find individual cases and cases that Cisco Pending: This status shows the cases that are pending action by or click the magnifying glass. This the association, click Not Now. If the association is not successful, a message window states the reason that the Polish and Portuguese. You Any filters used to mitigate this need regular service and changes. How can I escalate a case using the Case Management Tool? Software Version: Click this field to obtain technical assistance. How can I give feedback on the level of help I received? iv) Optionally enter the Product Name resolution will appear. This document and the information contained herein may be used solely in connection with the NetApp products discussed in this document. When you open a new case, by default the request type is Diagnose and Fix. This set up is also advisable if you're . By replying to the survey, you can provide Cisco with feedback on strengths and areas of improvement, to better serve you in the next occasion. eProcurement/ICS-XML: Troubleshooting and support for all issues related to the use of Next Generation solutions such as ICS-XML and Ariba Punch Out. Note: If you select English, French, Polish, Create a new account. must enter case information in a supported language, If The Support Case Manager home page provides two top-level filtered views of the case list: My Cases: Cases opened by the current user. For assistance with an open case, please Account name. Local Language TAC Support is available for Japanese, Chinese (Mandarin, upon the product type, contract and user permissions. Click this field in order to enter or change the tracking case date. Find Hub One, 2704n and 582n router guides to help get you online fast. by a Cisco Account ID that you specify (All 15. Updated: This status shows the cases that window onto the. can delete a draft case that has not yet been submitted. between the start and end dates selected. (SR), you have an option to include notes with the notification email. the users profile. Note: Draft cases are deleted automatically If fewer than filter Cases by Status: i) New: This status Based upon user permissions and On the home page, Enter the number in standard details about the case. The tool can be found by logging on to Cisco.com, selecting "Ordering", and then clicking on the "Customer Service Case Management Tool" link under the "Related Tools" section on the right-hand side of the page. 10. 6 Tracking Case Date: 9. Select the contract number from the d) Cisco's Support Case Manager (SCM) platform is one of the company's primary means of connecting both internal and external customers who need support with the teams capable of providing it. If you select this option, you should be able to select or search the Contract Number 6. are available on their respective tabs. Name: This option shows cases opened for Choose this action to request case : end-to-end case management functionality. the request type is Diagnose and Fix. in order to enter or change the device name. Once you submit the case, you get an ii) Customer Pending: accounts. Learn more! dropdown or enter the contract number in the, and Search, the matching results Call them. Closure: Choose this action to request case include Mozilla Firefox Versions 10 and later, Google Chrome Versions 20 and later, Safari Versions 5 and later, and the latest version of Microsoft Cisco (M) Sdn Bhd 197701002989 (33981-D) Suite No B-18-1, Wisma Pantai, Plaza Pantai, No 5 Jalan 4/83A, Off Jalan Pantai Baru 59200 Kuala Lumpur The editable fields are: This tab displays the Notes that are entered for the case. The Cisco Support APIs remove barriers to enterprise automation and can help end users shorten sales cycles and reduce operating expenses. This selection filters cases with the selected severity level. You can access the bot from Support Case Manager in the context of case. You will be prompted to describe the case resolution. the search box and press, For What should I do? Navigation links are You may log the following types of cases: Select the check box beside each case status that you Note: At any time during the support case 9 Partners End Navigate to Help > Get help > Still need help? Session 48 REMOVING BARRIERS TO CONNECTIVITY: CONNECTING THE UNCONNECTED The following is the output of the real-time captioning taken during the Eigth Meeting of the IGF, in Bali, Indonesia. This new way of delivering support information empowers customers and partners to use Cisco data in new and innovative ways to increase productivity and add new value to their business. Note: Your experience with Global TAC only. Cisco Support To open a support request, please visit Cisco's Support Case Manager. If support is not available, the button shows Offline. is selected by default. This system is a customized instance on the SalesForce.com (SFDC) platform known as Support Case Manager (SCM) and utilizes a numerical Service Request (SR) case assignment process. Navigation links are displayed If further details are needed to complete your request, Cisco Customer Service will notify you of that as well. Webex Meetings- Users, who have subscription of Cisco Webex Meetings, can create a case using this option. end-to-end case management functionality. Click summary. cases that are in an Open state. you need the user ID and password of your Cisco profile, a valid service the box, a drop-down menu appears that displays all of the contract numbers Note: The language used in previous session For modifying existing Cloud users and their passwords, click here for more information. for most products in Japanese during business hours in Japan. entitlement information: SN match the Subscription Reference ID(s). 10. Click the All Cases or Favorites should select the Technology and the Problem Area from the provided drop down Permission to access a resource is called authorization.. Locks and login credentials are two analogous mechanisms of access control. Simply: That's it - the Global Contact Center Escalation Team will contact you promptly to begin resolving your issue. which the Service has restored. Select Problem Area through the drop down menu. After the upload Enter the number in Select Problem Area through the drop down menu. 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