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CiscoWorks Resource Manager Essentials

Field Notice: Resource Manager Essential's (RME) Case Management Application to Query/Update or Open a Case Will Encounter an Unknown URL Error


March 5, 2004


Products Affected

CiscoWorks Resource Manager Essentials (RME) - all versions

Problem Description

Customers attempting to use RME's Case Management application to Query/Update or Open a Case will encounter an Unknown URL error.

Background

Cisco's service request tracking systems are being updated. See Changes to Cisco TAC Service Request Systems (registered customers only) for more information. As a result of this update, the interface between RME's Case Management application and Cisco's TAC Service Request Tracking Systems will change.

Problem Symptoms

When attempting to use 'Query or Update Case' under Case Management, an Unknown URL error will be produced. When attempting to use 'Open Case' under Case Management, an Unknown URL error will be produced at the last step in the workflow.

Workaround/Solution

A patch will be made available for RME release versions 3.3, 3.4 and 3.5 and posted on the Software Center (registered customers only) on CCO by March 12th, 2004.

Query or Update:

The link on RME will be updated to refer to the new Cisco TAC Service Request Tracking System.

Open Case:

Customers can use RME's Case Management application to generate log information. The log file will be saved on the CiscoWorks server. Customers would need to manually attach the file to the new Cisco TAC Service Request Tracking System.

For more information on Cisco's TAC Service Request Tracking System, see Changes to Cisco TAC Service Request Systems (registered customers only) .

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS

Description

CSCsa09846 (registered customers only)

C3 launch (Care Replacement) will probably break Smartcase (open case)

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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