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Updated:July 11, 2018

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Table of Contents

About this Guide

This guide provides an overview of how to perform the most common tasks in Support Case Manager (SCM). While many elements of the user interface have been redesigned for greater ease of use, SCM continues to provide the same end-to-end case management functionality. The flows that are used in order to create, update, and query cases are similar to the flows used in previous versions.

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New and Updated Features in Support Case Manager

SCM includes these new and/or updated features:

  1. UI Change: The SCM application has undergone complete UI change.
  2. Webex Meetings, Webex Teams and Webex Messenger support: New simplified workflow created for Webex cases. The ability to open Webex Meeting cases has been added.
  3. New languages: Cantonese, Mandarin, Taiwanese, and Korean are supported.
  4. Managed Accounts: Some Cisco Partner clients may open cases on behalf of the customers. The specific accounts will be identified with a green dot.
  5. Special Handling Notes: In some instances a user may be directed to their Cisco Partners for case creation.
  6. The ability to open a case for local language TAC is moved to the Describe Problem page.

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Get Started

In order to use SCM you need the user ID and password of your Cisco profile, a valid service contract number, the serial number or virtual license number of the product that requires support, and a supported Internet browser. Supported browsers include Mozilla Firefox Versions 10 and later, Google Chrome Versions 20 and later, Safari Versions 5 and later, and the latest version of Microsoft Internet Explorer.

Note: Your experience with SCM via Internet Explorer might differ from your experience via other browsers in some ways, such as the selection of radio button options.

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Log In

Complete these steps in order to log in to SCM

  1. Open this URL in your browser:

    2. https://mycase.cloudapps.cisco.com

  2. Enter the user name and password of your Cisco Account ID, and click Log In.
  3. The user may login with Webex ID. The system may prompt you to register for a Cisco ID or link your Webex account to Cisco ID.

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Log Out

Click Log Out button image on the right end of the page header, in order to log out.

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Select a Language

You can change the User Interface language that is used in SCM. Currently, the available languages are English, French, Japanese, Russian, Polish, Portuguese, Mandarin, Cantonese, Taiwanese and Korean.

Click on the language dropdown box in the Support Case Preferences dialog box. Choose your preferred language from the drop-down menu.

Note: The language used in previous session is selected by default.

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Note: Regardless of the interface language that you select, you must enter case information in a supported language. Local Language TAC Support is available for Japanese, Chinese (Mandarin, Cantonese, Taiwanese) and Korean. It is required that the user’s language preference be set as one of the above options. If there is not an option to select Local TAC then Global TAC in English will be provided.

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Provide Feedback

Cisco welcomes your comments in order to help improve the SCM experience.

In order to leave feedback about your experience, click Feedback image in the top-right area of the home page. The feedback form window opens. Complete the fields in the window and click Send.

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Note: Do not use the Feedback tool in order to obtain technical assistance. For assistance with an open case, please contact the Technical Assistance Center by phone.

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Understand Cisco Accounts and Products

In order to open a support case for an eligible contract, product must be associated with your Cisco Account profile. A serial number or VLN may be required for the product. Subscription products must also be linked to the user's profile. These include Smart Account products, Webex Teams, Webex Meetings and Webex Messenger accounts.

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Modify Support Case Preferences

Click the Support Case Preferences button image in order to modify information about your preferred contact methods and times.

The Edit Support Case Preferences dialog box opens.

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The information that you enter here applies by default to all future cases that are opened with your account.

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Search, Edit and View a Support Case

You can use filters with searches in order to find individual cases and cases that meet specific criteria identified. After you filter the list in order to show a particular set of cases, you can export the list as a spreadsheet.

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Filter the Case List

The SCM Home page provides three top-level filtered views of the case list:

  1. My Cases: This view shows the cases that were opened by the current user.
  2. All Cases: This view shows the cases that were opened for the contract number(s) associated with the current user profile.
  3. Favorites: This view shows the cases marked favorite by the user.

When you log in, the home page displays the My Cases view by default. Click the All Cases or Favorites tab in order to change to that filtered view.

Note: When you switch to a different tab, all of the filter options reset to their default values.

Below each tabbed page, there are basic filter options:

  1. Select the check box beside each case status that you want to include in the list: Open Cases, Draft Cases, and/or Closed Cases
  2. Click the Created/Updated button and choose a date-based filter from Any Time drop-down menu. It shows only the cases that were created within any time or the last 30, 60 or 90 days in the All Cases Tab and similarly 30,60,90 or All Dates available in the My Cases tab.

After you select the filters, click Apply Filters in order to update the case list.

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More Filter Options

Click More Options in order to expand the page and view the additional filter options.

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The advanced filter options are:

  1. Open Cases:This selection includes cases that are in an Open state.
  2. Draft Cases:This selection includes cases that are in Draft state.
  3. Closed Cases:This selection includes cases that are in Closed state.

Users can also further filter cases by Status:

  1. Open Status:
    1. New: This status shows the cases whose status is New.
    2. Customer Pending: This status shows the cases that are pending customer action.
    3. Cisco Pending: This status shows the cases that are pending action by Cisco.
    4. Bug/Defect Required:This status shows cases that have a bug linked.
    5. Closure Pending:This status shows the cases that are pending Closure.
    6. Customer Requested Closure:This status shows the cases that are requested Closure by the Customer.
    7. Customer Updated:This status shows the cases that are Customer updated.
    8. Release Pending: This status shows the cases that are Pending Release.
    9. Restoration of Service:This status shows the cases for which the Service has restored.
    10. Service Order Pending:This status shows the cases for which an RMA is in process.
  2. Closed Status:
    1. Closed: This status shows cases that are closed.
    2. Closed without Confirmation: This status shows cases that have been closed without customer confirmation.
  3. Linked Bugs: This selection filters cases that have a bug linked.
  4. RMAs: This selection filters cases that have an RMA is associated.
  5. Severity 1/2/3/4:This selection filters cases with the selected severity level.
  6. Contract Number: This option shows cases that match a service contract number(s) that you specify.
  7. Subscription Reference ID: This option shows the cases that match the Subscription Reference ID(s).
  8. PICA ID: This selection filters cases that match the PICA ID(s).
  9. Cisco ID: This selection filters cases opened by a Cisco Account ID that you specify (All Cases tab only).
  10. Last Name: This selection filters cases that match the last name of the contact that created a case (All Cases tab only).
  11. Serial Number:This selection shows cases opened for the serial number(s) that you specify.
  12. Node Name: This option shows cases opened for the node name(s) that you specify.
  13. From/To Date: This option shows cases opened between the start and end dates selected. If you select only one date, a default value is used for the other (these defaults are Earliest date for which data exists for From, and Today for To). Note: A custom date range supersedes the predefined date selections in the 30/60/90 day dropdown. However, the Created In / Updated In selection is used for the query.

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Delete Draft Cases

You can delete a draft case that has not yet been submitted. In order to delete a draft case, select the check box beside that draft in the list and then click on delete buttonimage

Note: Draft cases are deleted automatically after seven days.

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Add Cases To Favorites

In order to add a case to Favorites, click on star buttonimage.

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Search for a Specific Case

You can search for a specific case number or tracking number. Enter the number in the search box and press Enter or click the magnifying glass. If found, the case details page opens automatically.

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View Case Details

On the SCM Home page, click the Case Number or the Title of a case in the list in order to open the case details page.

The Summary tab provides standard details about the case. It includes Case Summary, Problem Details, Request Handling and Contact Preference.

The case notes and associated attachments are available on their respective tabs.

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For instructions about how to update the case information, refer to the section View, Edit, and Update Submitted Cases.

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Export Cases

You can export cases to a spreadsheet in .XLS format.

On the home page, click Export Cases. SCM generates a spreadsheet that contains all of the cases that are currently displayed in the list and makes it available for immediate download to your computer.

You can choose multiple basic and advanced filters in order to create a report. For example, choose Open Cases, Customer Pending Cases and Severity 1 and then click Apply Filters in order to view the cases that meet all the three filter criteria. If you desire, you can export and save the report to a spreadsheet.

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Create a New Support Case or Draft Case

Note: If you want to return to a previous step in the process, click the appropriate tab, or click on your name to exit case creation and return to the SCM Home page. Navigation links are displayed in blue and indicate a page previously completed. You can also use the Edit links on the Review and Submit page in order to modify the information that you previously entered.

Note: For Japanese customers, Support Case Manager provides the option to open cases with the Japan TAC.

For Mandarin, Cantonese, Taiwanese customers, Support Case Manager provides the option to open Webex cases with the China TAC.

For Korean customers, Support Case Manager provides the option to open Webex cases with the Korean TAC.

For all other customers, only the Global TAC handles cases.

Before you open a new case, ensure that you have this information ready:

  • Your Cisco service contract number
  • The product serial number or virtual license number
  • Webex Teams, Webex Meeting Domains and Webex Messengers

Note: If you do not have a service contract, but you believe the issue is covered under the product warranty, then contact Contact Center Services for assistance.

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Open a Case with the Global TAC

The Technical Assistance Center (TAC) provides support in English twenty-four hours a day, seven days a week.

Note: If you select English, French, Polish, Portuguese or Russian as the language, then your case will be supported by the Global TAC only.

Based upon user permissions and access level, a user may be able to open for one or multiple following case types: Webex Meetings, Webex Teams, Webex Messenger, Contract Products and Smart Account subscriptions.

  1. Webex Meetings- Users, who have subscription of Cisco Webex Meetings, can create a case using this option.
  2. Webex Teams- Users, who have subscription of Cisco Webex Teams, can create a case using this option.
  3. Webex Messenger- Users, who have subscription of Cisco Webex Messenger, can create a case using this option.
  4. Other Products and Solutions- Users who have Cisco Account ID can use this option.

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Open New Case for Webex Meetings

Complete these steps in order to open a case if you have a subscription of Cisco Webex Meetings.

  1. Click on Webex Meetings and open a Webex Meetings Case.

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  2. The Describe Problem page opens up. On this page user has an option to change the Webex Meetings account. All fields are required unless noted as optional.

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  3. Once you submit the case, you get an acknowledgement with a case summary.

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Open New Case for Webex Teams

Complete these steps in order to open a case if you have an associated Webex Team ID.

  1. Users, who have subscription of Cisco Webex Teams, can create a case using this option.

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  2. If you don’t have a Webex Team account, click on Open Case and describe the issue you are experiencing and click Submit Case.

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  3. If you have a default Webex Teams Domain, click on the domain name and open a case.

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  4. Once you submit the case, you get an acknowledgement with a case summary.

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Open New Case for Webex Messenger

  1. Users, who have subscription of Cisco Webex Messenger, can create a case using this option.

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  2. If you don’t have a Webex Messenger account, click on Open Case and describe the issue you are experiencing and click Submit Case.

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  3. If you have a default Webex Messenger Account, click on the domain name and open a case.

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  4. Once you submit the case, you get an acknowledgement with a case summary.

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Open New Case with Other Products and Services

Complete these steps in order to open a case:

  1. On the home page, click Other Products and Services and then click on Open Case to advance to Entitlement page.

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  2. When you open a new case, by default the request type is Diagnose and Fix. User may be able to change the request type based upon product selected and user permissions.
  3. Enter the associated type of entitlement information: SN or VLN, Service Contract or Subscription Number. Upon selecting Service Contract, an automatic product search will be initiated. If fewer than 300 products are found, they will be displayed. If more than 300 products are found, a count of total products found are displayed, and more criteria will need to be entered in order to filter the product count to less than 300.

    4. Note: If there are no service contracts associated with your user profile, the Service Contract box displays the text No associated contracts on profile. If this occurs, and you have a service contract, then register the contract on the Cisco Registration page. If you do not have a service contract, but you believe the issue is covered under the product warranty, then contact Contact Center Services.

    SN or Virtual License Number (VLN): If you select this option, enter the serial number or Virtual License Number in the box and click Search. If found and properly covered, you automatically move to the Describe Problem page.

    Note: If your Cisco Account profile is not associated with the service contract for the serial number or VLN that you entered, the SCM tool prompts you to attempt an auto-association of the contract to your profile. Click Yes in order to attempt the association and proceed. If you are not ready to create the association, click Not Now.

    If SCM is unable to find the serial number or contract linked to your Cicso profile, it will give you the option to link them.

    If the association is not successful, a message window states the reason that the request could not be completed and provides steps that you can perform in order to resolve the issue.

  4. Service Contract: If you select this option, you should be able to select or search the Contract Number or search for the product and complete these steps:
    1. Select the contract number from the dropdown or enter the contract number in the Service Contract box. When you click inside the box, a drop-down menu appears that displays all of the contract numbers that are already associated with your account. If the relevant contract number appears in the menu, choose it.

      2. If the contract number does not appear in the list, enter the number into the box.

  5. Optionally, in the Product Name box, enter the type of or series of products for this case. User can also enter a Partial Product Name and Search, the matching results will be populated.
    1. Enter the Smart Account or Virtual Account name.
    2. Optionally enter the Product Name and in the Product Description box, enter a partial description of the product for this case, such as power supply. User can also enter a partial Product Description and Search, the matching results will be populated
    3. Optionally, in the next box, enter the Subscription Number (SubRefID).
    4. Click Search.
    5. In the list of search results, click the desired product for this case.

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  6. Click Next.
  7. This brings you to the Describe Problem page.

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  8. A severity will be assigned based upon the product type, contract and user permissions.
  9. The Loss of Service check box indicates whether you experienced a loss of service that lasted for more than 15 seconds.
  10. Enter the required case details like Title and Description that summarizes the request. The title accepts a maximum of 80 characters and Description accepts a maximum of 32,000 characters.
  11. In the Technology field, chose a technology from Select Technology window. Use the search tool, or browse and expand the list of technology categories. Click the technology, and then click Select.

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  12. Select Problem Area through the drop down menu.

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  13. Click Submit.

    14. Note: At any time during the support case creation process, you may click Save Draft and Exit at the bottom of the page to complete the process at a later time. The information you have entered is saved, you may access the draft cases from the case list on SCM Home page.

  14. Click Submit if you would like to submit the case directly from this page, or click Review to proceed to the Review and Submit page to review the data entered before submitting.
  15. Once you submit the case, you get an acknowledgement with a case summary.

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Open New Case as Webex Attendee

Users may open cases in SCM for Webex Meetings where they are attendees but are not entitled on the Webex accounts. Cases may be opened within SCM (internal) and outside of SCM (external).

  1. To open a Webex Attendee case, click on the link on the home page:

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    Complete these steps in order to open a case:

    Enter your Webex URL. The description is a required field.

    Click Submit Case.

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    Once you submit the case, you get an acknowledgement with a case summary.

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Manage Accounts / Partner Delegation

Some Cisco Partner clients may open cases on behalf of the customers. The specific accounts are identified with a green dot.

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Special Handling Notes

There are some instances where case creation process may be interrupted with a message to contact Cisco partners with partner contact information. These instances are displayed in the form of Special Handling Notes.

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Manage Your Support Cases

You can update the information in the submitted cases in order to add notes and attachments, change notification settings, or generate a PDF of the case summary. You can also delete the cases that have a Draft status, and export a list of cases to a spreadsheet file.

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View, Edit and Update Submitted Cases

After a case is submitted, certain fields may be modified.

In order to open and edit a case, click the Case Number or Title of the case in the list. The case details page opens.

At the top of the case details page, there are three tabs: Summary, Notes, and Attachments. Beside the tabs, there is a set of toolbar buttons: Add Files, Add Notes, and Save as PDF.

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Toolbar

The toolbar buttons let you perform common tasks:

  1. Add Files: Click this button in order to select a file and upload it as an attachment to the case.
  2. Add Notes: Click this button in order to enter a note in the case.
  3. Save as PDF: Choose this action in order to create a PDF document that contains the case information.

  4. Actions: Choose an action to perform on the case. Most of these actions can also be performed when you click a linked field on the Summary tab. Available actions include:
    1. Change CC List: Choose this action in order to add or change the email addresses to receive notifications about updates to the case.
    2. Change Notification Settings: Choose this action in order to specify when the customer or service representative notified of changes to the case. For the Service Request (SR), you have an option to include notes with the notification email.
    3. Change Tracking Number: Choose this action in order to enter or change the tracking number.
    4. Request Case Closure: Choose this action to request case be closed. Prompt for describing the case resolution will appear.
    5. Change PICA ID: Choose this action in order to add or change the PICA ID.

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Summary Tab

If a field value on this tab appears as a hyperlink, you can click it in order to make an update. The editable fields are:

  1. Actions: Choose an action to perform on the case. Most of these actions can also be performed when you click a linked field on the Summary tab. Available actions include:
    1. Email Cisco Engineer: Choose this action in order to send an email to Cisco Engineer.
    2. Change CC List:Choose this action in order to add or change the email addresses to receive notifications about updates to the case.
    3. Change Notification Settings: Choose this action in order to specify when the customer or service representative notified of changes to the case. For the Service Request (SR), you have an option to include notes with the notification email.
    4. Change Tracking Number: Choose this action in order to enter or change the tracking number.
    5. Request Case Closure: Choose this action to request case be closed. Prompt for describing the case resolution will appear.
    6. Change PICA ID: Choose this action in order to add or change the PICA ID.

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  2. Status: Click this field in order to request that the case be closed. You will be prompted to describe the case resolution.
  3. Device Name: Click this field in order to enter or change the device name.
  4. Software Version:Click this field in order to enter or change the software version.
  5. Tracking Number: Click this field in order to enter or change the tracking number.
  6. Tracking Case Date: Click this field in order to enter or change the tracking case date.
  7. Country: Click on the drop down menu to select the country.
  8. PICA ID: Click this field in order to enter or PICA ID.
  9. Partners End Customer email: Click this field in order to enter customer mail.
  10. Change Notifications: Click this field in order to specify when the customer or service representative be notified of changes to the case. For the SR, you have an option to include notes with the notification email.
  11. CC List: Click this field in order to add or change the email addresses that should receive notifications about updates to the case.

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Notes Tab

This tab displays the Notes that are entered for the case. You can click the arrow beside an individual case in order to expand it and view its details, or click the Expand/Collapse All Notes link in order to expand or collapse every note on the page.

Click a column heading, such as Created By, in order to sort the list of notes by that column in ascending order. Click the column heading again in order to sort in descending order.

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Attachments

You can attach files to a case that has been created and saved.

  1. On the case details page, click the Add Files button. The Case File Uploader tool opens in a separate browser tab.
  2. Drag the files from a file explorer window onto the Click Here or Drop Files to Upload box, or click the box and browse to the desired files.
  3. Optionally, enter a description for each individual file or for all the files as a group.
  4. Click Upload. After the upload process is complete, reload the case in SCM to see the newly uploaded files.

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