Cisco Prime Collaboration Assurance Guide - Advanced, 10.0
Setting Log Levels and Contacting Cisco TAC
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Contacting Cisco TAC

Contacting Cisco TAC

You can raise a Cisco Technical Assistance Center (TAC) case to reduce time to address issues, and get efficient support directly from the Prime Collaboration application.

Contacting Cisco Technical Assistance Center for Support

You can raise TAC cases for a network device in the Prime Collaboration network. You can also view and update a case from the Prime Collaboration user interface.


Note


  • This feature is for network devices such as routers and switches etc, which have serial numbers.
  • This feature is not for devices in Unknown state.

You can raise a case with Cisco TAC. You can forward the issue/case details to a third party service provider. For more information, see Send Case/​ Issue Details to a Third-Party Service Provider. You can also download data and send it at a later time. For more information, see Downloading Data.

Raising a Case with Cisco TAC - Settings

You need to configure the following settings:

    Step 1   Go to Administration > System Setup > Assurance Setup > Support Request E-mail Settings, and specify the following:
    • SMTP Host—outbound.cisco.com
    • SMTP Port—25
    • Email To—attach@cisco.com
    • Email From—Sender’s email ID, for example, xyz@cisco.com. Ensure, that this email ID is Cisco’s email ID only.
    • Folder Location
    Step 2   Go to Administration > System Setup > Assurance Setup > Support Request Settings > General Support Settings > Interactions, and then select Enable Interactions directly from the Server. Ensure that you enter the same sender’s email ID that you had added in the earlier settings here.
    Step 3   Go to Administration > System Setup > Assurance Setup > Support Request Settings > General Support Settings, and then select Cisco.
    Step 4   Add a cisco.com username that you will use to log in to raise or view the cases. You can log in using another login ID also from the support case page.
    Step 5   (Optional) You can check the connectivity to the following servers, by clicking Test Connectivity:
    • Connection to the Mail Server
    • Connection to Cisco Support Server
    • Connection to Forum Server A popup window appears to notify if the individual connections are successful or not.
    Step 6   Click Save Settings. A message appears to notify that the support settings have been saved successfully.

    Raising a Case with Cisco TAC

    To raise a TAC case:


      Step 1   Go to:
      • Operate > Device Work Center—Hover your mouse over the host name in the inventory summary on the IP address column, click on the quick view icon to launch the Device 360° View pop up window, and then click on the Support Request icon.
      • Operate > Alarms & Events—Hover you mouse over the Device IP column, click on the quick view icon to launch the Device 360° View pop up window, and then click on the Support Request icon.
      Step 2   Log in using your cisco.com ID and password. Your details are auto populated with the login ID information. You can modify this information also.
      Step 3   (Optional) You can also add a tracking number, to help you identify and track the case faster.
      Step 4   Enter the problem details, select the device for which you want to raise a case, and also select the problem scenario.
      Step 5   (Optional) You can send events and alarms history as supporting documents by ticking the corresponding check box. You can also upload multiple documents. The total size of the file(s) should not be more than 20 MB. You may want to upload relevant troubleshooting logs available at: /opt/emms/emsam/logs. To access these logs, ensure that you log in as a root user in the Prime Collaboration Assurance server through SSH (port 26).

      After you click Create Service Request, a message notifies you that the case has been created successfully. You can check the case details in the Support Cases window at the bottom of the user interface. Click on a case number to go to the TAC Database page.


      Sending Case/Issue Details to a Third-Party Service Provider

      You can send an e-mail on the case/issue details to a third-party service provider. All attachments are e-mailed to the configured e-mail ID with other case details that you provide.

      Configure the following settings:


        Step 1   Go to Administration > System Setup > Assurance Setup > Support Request Settings > General Support Settings > Interactions, select Enable Interactions directly from the Server, and then select Third-Party Support Provider.
        Step 2   Fill in the details of the person to who you want to send the details.

        A message appears to notify that the support settings have been saved successfully.


        Sending the Issue or Case Details

        To send issue or case details to a third-party service provider/partner:


          Step 1   Go to:
          • Operate > Device Work Center—Hover your mouse over the host name in the inventory summary on the IP address column, click on the quick view icon to launch the Device 360° View pop up window, and then click on the Support Request icon.
          • Operate > Alarms & Events—Hover you mouse over the Device IP column, click on the quick view icon to launch the Device 360° View pop up window, and then click on the Support Request icon.

          The Partner Support Case popup window appears.

          Step 2   Enter the same e-mail ID which you had configured for Third-Party Support Provider in the Support Request Settings page. You can add additional information. You can also upload multiple supporting documents. The total size of the file(s) should not be more than 20 MB.
          Step 3   Click Send. The details are e-mailed to the configured e-mail ID. A message appears notifying you that the e-mail has been posted successfully.

          Downloading Data - Settings

          You can download supporting documents and collate details to e-mail them to a cisco employee who can create a case on your behalf, or you can use the details to create a case when there is internet connectivity.

          Configure the following settings:


            Step 1   Go to Administration > System Setup > Assurance Setup > Support Request Settings > General Support Settings > Interactions, select Interactions via client system only.
            Step 2   (Optional) If you need to use the proxy server, go to Administration > System Setup > Assurance Setup > Support Request Proxy Settings, and add details of the proxy server.

            A message appears to notify that the support settings have been saved successfully.

            You can download supporting documents and issue details, and create a case later.


            Downloading Data

            To download data:


              Step 1   Go to
              • Operate > Device Work Center—Hover your mouse over the host name in the inventory summary on the IP address column, click on the quick view icon to launch the Device 360° View pop up window, and then click on the Support Request icon.
              • Operate > Alarms & Events—Hover you mouse over the Device IP column, click on the quick view icon to launch the Device 360° View pop up window, and then click on the Support Request icon.

              The Download Support pop up window appears.

              Step 2   Click Download. A message prompts you to save the zipped file.

              Viewing and Updating TAC Cases

              You can view all TAC cases you have raised. You can also update case details.

              You can choose either of the following to update a TAC case:

              • Click the Support Cases slider window at the bottom of the user interface, and log in to cisco.com.
              • If you know the device details, go to its Device 360° View, and then click the support request icon.

              Select a case and click on it. The TAC Service Request Tool page appears, with the case details. You can edit the case details and upload more reference documents on this page.