- Cisco Employee,
I have a customer who has configured smart call home on their devices and set it up to auto-create TAC service requests. The TAC service request is created with their main admin as the contact. However, recently they had a case get auto-created while he was on vacation. So the TAC SR got created, but TAC could not reach the contact and so the case got closed with no action till he came back from vacation. No one else even knew the issue had happened.
They are asking how we recommend dealing with scenarios like this. Is there a best practice around how to set up Smart Call Home to deal with contacts being on vacation?
There are two options to deal with this scenario.
First option, the administrator can change the SR contact before departing. If all devices have the same SR contact, select all of the devices on the Registered Devices screen and use the Edit Device Preferences button at the bottom of the list to change the SR contact for all of the devices at once. The same thing can be accomplished using the Device Groups feature to target a pre-defined set of devices if groups of devices have different SR contacts.
Second option, Smart Call Home can notify an alternate admin that a Service Request was created. Smart Call Home can send regular notifications to multiple registered users or email addresses. Even when a Service Request is not raised by Smart Call Home, the notification will contain recommendations for troubleshooting and resolving an issue. When a Service Request is raised, the notification will also contain the Service Request Number that TAC uses to identify the associated case. An alternate administrator can contact TAC with that Service Request Number to work on the case until the primary administrator returns.