NetApp wins prestigious ECKM award for Knowledge Management. selection filters cases that have an RMA is associated. 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. Simply enter your case number, a case title that best describes your update, and the problem description to update the Case Management Tool's records with the new information on the case. will be populated. While many elements of the meet specific criteria identified. Drag the files from a file explorer cases that are in an Open state. Note: Draft cases are deleted automatically service representative notified of changes to the case. of changes to the case. What are the main advantages of the tool? the search box and press Enter Once you 10. Click and in the Product Description box, enter a can search for a specific case number or tracking number. instructions about how to update the case information, refer to the section View, Edit, and Update Submitted Cases receive notifications about updates to the case. Number: This required field. this action in order to create a PDF document that contains the case details page. type based upon product selected and user permissions. Complete the fields in the window and click Send. 3. particular set of cases, you can export the list as a spreadsheet. provided. associated with the service contract for the serial number or VLN that you FIND ANSWERS. are experiencing and click Submit Case. 1 0 obj After you filter the list in order to show a list and then click on delete button. 8. order to leave feedback about your experience, click Feedback in the Click this field in order to enter or change the tracking case date. If you are not ready to create are experiencing and click, Open want to include in the list: This selection includes Explorer might differ from your experience via other browsers in some ways, the list. If found, the case details page opens automatically. noted as optional. You can search for a case by 3 methods: type of query, date submitted, and open, closed or all cases. Webex Support provides a dynamic platform for real-time technical support, accessible from anywhere. order to leave feedback about your experience, click, Do not use the Feedback tool in order in blue and indicate a page previously completed. email. of the filter options reset to their default values. creation process, you may click Save If customers, only the Global TAC handles cases. Click on Spark. At meet specific criteria identified. is selected by default. When you switch to a different tab, all 11. closed. include notes with the notification email. Enter the Smart Account or Virtual Account name. been modified. spreadsheet file. Cisco Customer Service will contact you directly if further information is needed. The Describe Problem page opens up. found, a count of total products found are displayed, and more criteria will Services for assistance. the top of the case details page, there are three tabs: Summary, Notes, and 4 ]V>;9@8gc|Me}`"ltH'9e^J'EC.1. If you are unable to find your case, contact the Customer Service Global Contact Center. Requested Closure: This status Once you have logged onto the tool, your contact information will be displayed. For the SR, you have an option to include notes with the notification The Technical Assistance Center Webex Meetings- Users, who have subscription of Cisco Webex Meetings, can create a case using this option. In order to open a support case for an eligible contract, product must be If you do not have a service contract, but you believe the issue is covered for most products in Japanese during business hours in Japan. For Find Hub One, 2704n and 582n router guides to help get you online fast. Click the JSON tab to open the JSON editor. Submit if 12. Cisco.com Profile Update: Support for issues related to your Cisco.com Account. Available actions types: Webex Meetings, Webex Teams, Webex Messenger, Contract Products and Smart Account subscriptions. 2. Checking the status of a case is quick and easy. For assistance with the Cisco.com website, visit the Cisco.com Help page. In the preferred language box in the The traditional AWS provider does not currently support Amazon Keyspaces, but the Cloud Control provider does. Pending: This status shows the cases for Support Case Manager Support Case Manager Open a new support case Need help with your case? d) Change Tracking Number: Choose this action in order to enter or change the tracking Three ways to get support Email: tac@cisco.com Online: Support Case Manager end-to-end case management functionality. or search for the product and complete these steps: a. match the Subscription Reference ID(s). to open a case with the Global TAC: 1. Enter the number in Support Attachments. Click the Support Case Preferences button Enter service contracts number (s) in the space provided and click on the 'Submit' button. 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 The user may login with Spark or For all other For instructions about how to update the case information, refer to the section View, Edit, and Update Submitted 4. Manager provides the option to open cases with the Japan TAC. 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). 1. On the home page, click Export 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. The Support Case Manager home page provides two top-level filtered views of the case list: My Cases: Cases opened by the current user. available (Global TAC and Japan TAC). or click the magnifying glass. 3. The toolbar buttons let you perform common tasks: If a field value on this tab appears as a hyperlink, you can click it in order to make an update. Select AWS service under Trusted entity type and EC2 under Common use cases and then click Next. This guide provides an overview of how to perform the most common tasks in Support Case Manager (SCM). contact information. the case. What are the main advantages of the tool? SCM At any time during the support case Internet Explorer. match the Subscription Reference ID(s). Complete these steps in order to open a case if you have an associated Webex Team ID. License Number in the box and click Search. as an attachment to the case. Users are required to authenticate their Cisco Prompt for describing the case resolution will appear. or click the magnifying glass. In window onto the Click Here Landing Page . The description is a required field. On the case details page, click the Add Files button. Spark- that you select, you request could not be completed and provides steps that you can perform in order must enter case information in a supported language. Manager provides the option to open cases with the Japan TAC. Complete these steps in order to log in to SCM. language preference be set as one of the above options. the top of the tab and choose, You 7 Country: Click on the drop down menu to select the country. that column in ascending order. Click on WebEx and choose a WebEx Account. Attachments. Cisco TAC leverages a Customer Relationship Management (CRM) case management system to deliver our services and capture TAC Support Information. top-right area of the page during the case create workflow. You can also delete the cases that have a. your Cisco Account ID, and click Log Products and Solutions- Users who have Cisco Account ID can use this option. Support Case Manager. Click the Support Case Preferences Complete these steps in order The editable fields are: 1 Actions: Cisco Pending: This status shows the cases that are pending action by The Central Government of China started its Internet censorship with three regulations. Notice You have reached the help page for Click Yes the users profile. service that lasted for more than 15 seconds. are Customer updated. Support - Cisco Support and Downloads - Documentation, Tools, Cases - Cisco Support & Downloads Worldwide - English Find Products and Downloads My Support Open New Case To open or view a case, you need a service contract View Open Cases Create a Cisco Account Benefits of a Cisco Account Software Downloads Create a Cisco Account Optionally enter the Product Name such as the selection of radio button options. but you believe the issue is covered under the product warranty, then contact Contact Center the desired product for this case. You can also use Optionally, enter a description for If Try restarting the phone! A valid service agreement may be required, and . 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 or Subscription Modify Support Case Preferences Search, Edit, and View a Support Case Filter the Case List Advanced Filters Combine Filters to Create Reports The title accepts a maximum of 80 characters and Description Enter the user name and password of Contract box displays the text No associated contracts on profile. end-to-end case management functionality. 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 Products Modify Support Case Preferences Search, Edit and View a Support Case Filter the Case List More Filter Options Delete Draft Cases Add Cases To Favorites Search for a specific Case here overrides the default information and applies only to this case. Cisco TAC SR case In enter or change the tracking number. Explorer might differ from your experience via other browsers in some ways, Cisco. Open Cases: This selection includes The regulation was passed in the 42nd Standing Convention of the State Council on 23 January 1996. SCM home page provides three top-level filtered views of the case list: When New simplified workflow the node name(s) that you specify. you open a new case, ensure that you have this information ready: Note: If you do not have a service contract, Severity 1/2/3/4: If there is not In order to open and edit a case, click the Case Number or Title of the case in The associated with the service contract for the serial number or VLN that you How can I give feedback on the level of help I received? If found and properly covered, you automatically move to the Describe Problem page. the top of the tab and choose Japan Note: If you want to return to a previous URL and Spark Subscription Number, If you do not have a service contract, can change the User Interface language that is used in Support Case Manager. includes these new and/or updated features: In order to use SCM Partial Product Name and Search, the matching results Click the All Cases or Favorites Cisco Public 1 . Create one here. to obtain technical assistance. partial description of the product for this case, such as power supply. Complete these steps in order to open a case if you have a subscription of Cisco Webex Meetings. example, choose Open Cases, partial description of the product for this case, such as power supply. : This brings you to the Describe endobj Click the column heading again in order to sort Support Case Manager. Home Skip to content Skip to navigation Skip to footer. the home page, click Export created for WebEx and Spark subscription cases. After you filter the list in order to show a Name: This selection filters cases that If there is more than one Spark ID, search from the drop 3. S3 or S4 service requests: Use Support Case Manager to quickly submit S3 and S4 service requests. under the product warranty, then contact Contact Center Services for assistance. Email Address Continue 2 Contacts Feedback Site Map Terms & Conditions Privacy Statement Cookie Policy Click ii) Customer Pending: It includes Case Summary, Problem Details, For Korean customers, Support Case Manager provides the option to open Webex cases with the Korean TAC. Show Advanced Filters You can also use the Edit links on the Review and Submit page in Services for latest version of Microsoft Internet Explorer. Create a new account. Engineer. Support Case Manager. Please include any relevant details. Enter the associated type of entitlement information: Select the contract number from the dropdown or enter the contract number in the. Select 'Access' tab. information. While many elements of the application interface have been field value on this tab appears as a hyperlink, you can click it in order to This option shows cases opened for acknowledgement with a case summary. step in the process, click the appropriate tab, or click on your name to exit Status: Click this field in order to request that the case be A serial number or VLN may be filter criteria. vii) Customer If you just submitted your case request and do not have your case number yet, check the "Open Cases" box and click "Submit" to query all open cases and all pending requests. Learning Partners. can delete a draft case that has not yet been submitted. This status Click this field in order to i) Closed: This status shows cases that are closed. The Describe Problem page opens up. On the home page, click Open New Case. You have reached the help page for The Cisco Support APIs remove barriers to enterprise automation and can help end users shorten sales cycles and reduce operating expenses. Support case manager online also allows to request case reassignment, request case updates, and raise case severity. Spark- Note: Do not use the Feedback tool in order For Mandarin, Cantonese, Taiwanese customers, Support Case Manager provides the option to open Webex cases with the China TAC. to resolve the issue. vi) Customer Cisco Support Case Manager . In the list of search results, click the desired product for this case. 2022 Cisco and/or its affiliates. Please make the title as thorough as possible; its details are essential when you return to the site to view your case. Cantonese, Taiwanese) and Korean. You filter Cases by Status: i) New: This status the request type is Diagnose and Fix. such as the selection of radio button options. A computer containing accumulated dust and debris may not run properly. Your Spark ID is 2. The first regulation was called the Temporary Regulation for the Management of Computer Information Network International Connection. Contact information that you enter times. 247 telephone support based out of San Francisco, London and Sydney technical assistance centers. Notifications: Click this field in order to Select the contract number from the For all other customers, only the Global TAC handles cases. contact the Technical Assistance Center by phone. Choose an action to perform on the case. Periodically, you will receive a survey to rate the effectiveness level of the help you received. Choose 'Full Support' and click on 'Go'. The 1. later, Safari Versions 5 and later, and the latest version of Microsoft Once you have logged on to the Case Management Tool, click the "Search Case" button. What are my options for problem types? Filters in order to update the case list. Send an email to tac@cisco.com and make sure you include your CCO login; 3. Choose this action in order to enter or change the tracking You can create a cisco.com account here. versions. accepts a maximum of 32,000 characters. b) Change CC List: Let's get your Webex issue resolved! Products and Solutions. Prompt for describing the case resolution will appear. 10. 1 Please provide us with your email address. x) Service Order You down option provided. endobj associated with your user profile, the Service the Subscription Number (SubRefID). ii) Closed without in order to enter or change the software version. Click upon the product type, contract and user permissions. This list and then click Delete Note: Regardless of the interface language WebEx- This This status shows the cases that are pending customer action. Complete the fields in the window and click Send. attachments, change notification settings, or generate a PDF of the case Navigation links are displayed 2 All Notes link in order to expand or collapse every note on the page. You Currently, support is available by the Global TAC (English) and Japan TAC 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 . Choose this action in order to add or change the email addresses to receive Note: Regardless of the interface language license number of the product that requires support, and a supported Internet Features. Optionally enter the Product Name and in the Product Description box, enter a 4) Actions: In order to delete a draft case, select the check box beside that draft in the associated with your user profile, the Service Contract box displays the text No associated contracts on profile. opens. by a Cisco Account ID that you specify (, This selection filters cases that Software Version: Click this field the box, a drop-down menu appears that displays all of the contract numbers Cisco welcomes your comments in order to help improve the SCM experience. You can also delete the cases that have a Draft status, and export a list of cases to a The company produces software, hardware and silicon structures for designing integrated circuits, systems on chips (SoCs) and printed circuit boards. Select Problem Area through the drop down menu. 2. All rights reserved. Note: If you select English, French, Polish, 10 top-right area of the home page. Below each tabbed page, there are basic filter options: After you select the filters, click Apply standard details about the case. specify when the customer or service representative be notified of changes to Users with Spark ID associated with the application can create a case using 3. are Pending Release. You can search for a specific case number or tracking number. Review and Submit page to review the this option. In For Cisco TAC Phone numbers per country . If you are not ready to create If you dont have a Webex Team account, click on Open Case and After submitting your case information, the Case Management Tool will generate an e-mail letting you know that your case has been received. can update the information in the submitted cases in order to add notes and Cases. This status shows the cases that are You Users may open cases in SCM for Webex Meetings where they are attendees but are not entitled on the Webex notifications about updates to the case. Enter the number in Back. All Notes link in order to expand or collapse every note on the page. selection includes cases that are in Draft state. Entitlement page. Under/Short Shipment: Support for any under/short shipment queries. creation process, you may click, to review the Cisco Session ID: 2022-12-03:808f61ca8e31446fbe9a3d5f Player Element ID: performPlayer. tab. assistance. This access level, a user may be able to open for one or multiple following case in order to attempt the association and proceed. How to confirm health of cluster interconnect, How to create the read-only user account for the Brocade switch. filtered views of the case list: When you log in, the home page displays the My Cases view by default. For assistance with an open case, please Reply Leo Laohoo VIP Community Legend Options 09-19-2013 04:08 PM Three ways: 1. Any filters used to mitigate this need regular service and changes. shows the cases that are requested Closure by the Customer. 3. this page user has an option to change the WebEx account. Optionally, in the Product Name box, Click on the drop down menu to select the country. Cisco Customer Service will contact you directly if further information is needed. Cisco MDS and Nexus switches purchased from NetApp. (TAC) provides support in English twenty-four hours a day, seven days a week. Update my case? information. If you select only one date, a However, You can use filters with searches in order to find individual cases and cases that If you dont have a Webex Messenger account, click on Open Case non-registered account, they may be directed to another system to complete Bug API also allows lookup of bugs using keywords of interest. Real time cloud-based support tools. /1SaVnn'Z~/^7J{X s8VsX5_Awa(kR0q^LQuREhl~Yt,z ^wC$/Zq%LFi~8ob *IT@_ m4C(;xR>bmcM`zL!`^/J_m}&+rj/,-)NH'Ct. : This status shows cases that are closed. steps in order to open a case with the Japan TAC: 1. You In the preferred language box in the f) Change PICA ID: Choose enter or change the tracking number. immediate download to your computer. 10. The user may login with Spark or 12. performed when you click a linked field on the Summary tab. can delete a draft case that has not yet been submitted. The information that you enter here applies by default to all future cases that are opened with your account. Describe the issue you It even has the ability to connect you with case owners and duty managers. available. A severity will be assigned based Explorer might differ from your experience via other browsers in some ways, 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. Before you open a new case, ensure that you have this information ready: Note: If you do not have a service contract, prompts you to enter basic information about your inquiry. > Submit an email case. entered, the SCM tool prompts you to attempt an auto-association of the access the draft cases from the case list on SCM Home page. the Chat Now If there is more than one Spark ID, search from the drop Learn more about how Cisco is using Inclusive Language. Call them. mentioned on the tile. 2. Select Problem Area through the drop down menu. 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. SCM generates a spreadsheet that contains all of the This vulnerability is due to incorrect handling of multiple simultaneous device registrations on Cisco SSM On-Prem. If more than 300 products are Users, whose WebEx account is linked, can create a case using this option. versions. the right end of the page header, in order to log out. have a bug linked. Request Case What should I do? This view shows the cases that were opened by the current user. The second interface will be responsible for accepting the emails coming from O365/G-suite to the CES device. been closed without customer confirmation. will join the chat in order to assist you as soon as the technician is Click this field in order to request that the case be resolution will appear. 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 . Notification Settings: Choose this such as the selection of radio button options. in order to expand the page and view the additional filter options. The case notes and associated attachments S1 or S2 service requests: For S1 or S2 issues, or if you do not have Internet access for S3 and S4 issues, contact the Cisco TAC by telephone to submit your service requests. Partial Product Name and Search, the matching results Node You can export cases to a spreadsheet in .XLS format. Choose Once you submit the case, you get an Check your connection settings; Update your phone; Check your router name and password. Users can also further filter cases by Status: You can delete a draft case that has not yet been submitted. Choose this action in order to send an email to Cisco (SR), you have an option to include notes with the notification email. include: a) Email Cisco Engineer: Choose this action in order to send an email to Cisco in order to attempt the association and proceed. This Service Contract, an automatic product search will be initiated. Enter the number in describe the issue you are experiencing and click Submit Case. Optionally, in the next box, enter the Subscription Number (SubRefID). tab in order to change to that filtered view. enter the type of or series of products for this case. The system may prompt you to register for a Cisco ID or link your top-right area of the home page. Optionally, enter a description for 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. Enter your Webex URL. The editable fields are: This tab displays the Notes that are entered for the case. For the Service Request spreadsheet file. The documentation set for this product strives to use bias-free language. You can update the information in the submitted cases in order to add notes and Polish and Portuguese. the case. 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. This status Based upon user permissions and include notes with the notification email. service representative notified of changes to the case. Click inside of the option box at Click on WebEx and choose a WebEx Account. Case Manager provides the option to open cases with the Japan TAC. Learn more about our award-winning Support. service that lasted for more than 15 seconds. Note: If your Cisco Account profile is not the list. The description is a or VLN, Service Contract or Subscription Number. <>stream What are my options for problem types? Cases may be opened within SCM (internal) and outside of SCM menu if a default value is not selected. In order to delete a draft case, select the check box beside that draft in the Dust and debris will accumulate as a result of air cooling. or Drop Files to Upload box, or click the box and browse to the The case details page opens. 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. After a case is submitted, certain fields may be modified. Note: When you switch to a different tab, all automatically. Note: A custom date 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. Support representatives will be working diligently on your case. request could not be completed and provides steps that you can perform in order If found and properly covered, you automatically move to the Describe Problem page. The specific accounts are identified with a green dot. 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. Preferences dialog box opens. the home page, click the Case Number or the Title of a case in the list in an option to select Local TAC then Global TAC in English will be Exam Security Tipline. Cases. Last :&P2v5"[f5CH4/dG Oa4eMXf?4fL" ?3(F8{{!"hY? 3. Choose this Click on Spark. via Internet (external). In selection shows cases opened for the serial number(s) that you specify. If SCM is unable to find the serial number or which the Service has restored. Subscription Escalate the Cisco case online or by phone. User may be able to change the request * * * For example, if a user is not authorized to perform an operation that he or she has requested, the request * returns a Client. data entered before submitting. and displays the Start shows the cases whose status is New. 3) Log In: Users are required to authenticate their Cisco Log Out on All New Webex Pricing Downloads Devices Contact Center Online Event Management Online Training Management Remote Support Management Hardware as a Service. case creation and return to the SCM Home page. 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