Support Application - View Detailed Support Case Info

Now let's take a look at the specific details that are available within the case itself. So I can click on one of these, get more details, and you can see that I'm 1st presented with a summary view of some information. So I can see the case number, the case status, and I can also see some basic information about the case, title, description of what this issue's about.00:05Current severity of it, if I have any associated bugs or rmas, I can also see some specific information about the asset that I opened this tack case on. So for this specific example, I can see the asset I opened it on, I can go click this and go see these asset details within Cisco IQ if I'm interested.00:23I can also see some additional information about this assets such as the product family, the serial number that's on, the current software version that it's running, the contract number associated with this device, and then the support tier. What's also available to me is a very easy way to be able to see the current status of the case. So down here in the progress details, I can see the most recent update around the current.00:39Status of the issue?00:59The action plan and the resolution summary. For this example, this is a closed case, so we have a resolution summary that explains exactly what happened. Also, for cases that are open, I have the current assigned tech engineer information, so I'd be able to see who it's assigned to, with their contact information, as well as their manager's information. Because this is a closed.01:01Case these fields are null.01:21I can also see who subscribed to these updates, so maybe a colleague, maybe I split shifts with a colleague and the colleague wants to make sure that they're also getting informed. I can make sure that everyone that's in the need to know is added into this list. And if I need more information, maybe I need to pour into the detailed notes of the case, I can easily see that here over on the notes page.01:22So I can see in chronological order all of the notes throughout this entire case. I can also go over to this file section and see any files that have already been attached to the case. Maybe I need to reference a specific file so I can easily find that here. In this case, we didn't upload any files, but maybe the tech engineer asked me for some information.01:42That I need to collect and then go upload to the case. I can go collect that information, then I can easily click this attached files button and then go upload the file to the case right here on Cisco IQ. Similarly, I can also see any associated defects on this case if there were, which there aren't for this case, and I can also see if there are any associated rmas.02:01In this case, this was a hardware replacement case, so I do have an associated RMA. Let's take a look at the details of this RMA. You can easily click this straight from the case information. Okay, so now I can see the details of my RMA and I can see that the status is booked, and I can see an easy timeline around the life cycle of this replacement process.02:18I can easily see where we're gonna ship the part to, as well as the contact information of the person on site that would be receiving this part. I can even see down here some information around the device that I need to return back to Cisco, and if that's been done or not. I can even click here and easily schedule a pickup.02:36And finally, if I have any questions around the RMA life cycle, I can quickly contact Cisco Logistics by this button up here.02:51