Open Service Request Within A Discussion FAQ

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Oct 21, 2010 1:00 PM
Oct 21st, 2010

1)      What is the difference between creating a service request from within CSC vs. Cisco Support?

2)      When can I open a Service Request from a discussion?

3)      Why can’t I submit a service request on my non-English local community site?

4)      Are there any future enhancements planned for this new capability?

5)      Will an answer to my service request appear in my original discussion thread?

6)      Am I the only one that can open a service request?

7)      Can I attach files to my service request?

8)      How may I provide feedback for this new capability?

 

 

Introduction

Cisco Support Community (CSC) users will now have the capability to open a Service Request (SR) from within CSC Discussions. This will provide a more user friendly experience along with ability to have all the context of a discussion thread tagged to your SR and available to TAC Engineers. This will enable a more efficient and thorough resolution to your service request.

 

 

 

1)      What is the difference between creating a SR from within CSC vs. Cisco Support?

By opening a SR from a CSC discussion, you ensure that a TAC engineer will have easy access to the corresponding discussion which will accelerate the resolution of the issue.

 

2)      When can I open a Service Request from within a discussion?

Provided you are logged in to CSC and have a support contract with Cisco, you will be able to open a SR from within a discussion that you have created. Click on the “Open Service Request” link located within the “Actions” widget on the right sight of the screen. A separate window will be launched from your browser opening the Service Request UI. Please refer to the Cisco Support page here to help answer any questions you may have on using the TAC Service Request Tool to open a SR.

 

3)      Why can’t I submit a service request on my non-English local community site?

For the initial phase, this feature is only being offered to the English community.

 

4)      Are there any future enhancements planned for this new capability?

Yes, there are plans to add capabilities and features in future phases and will be based primarily on customer feedback received about the initial phase.

 

5)      Will a resolution to my service request appear in my original discussion thread?

A resolution may be posted to the discussion provided a resolution was found and the service request was closed. You will also receive case resolution notifications via email.

 

6)      Am I the only one that can open a service request?

Yes, only the original author of a discussion thread may open a service request. That user must be a non-guest user and must also be logged in to CSC.

 

7)      Can I attach files to my service request?

Yes, please refer to http://www.cisco.com/web/tsweb/tsrt/create-help.html

 

8)     How may I provide feedback on this new capability?

Please feel free to provide feedback regarding this new capability.

 

Send your comments to: ccci-feedback@cisco.com

Average Rating: 4.6 (11 ratings)

Comments

Jon Marshall Fri, 10/22/2010 - 04:17

This is a really great idea, it will help both TAC and if the resolution is then posted back into the discussion users of CSC as well. Couple of things would be nice -

1) If the resolution is posted by TAC is there a way it could be automatically marked as answered even if the original author does not do so

2) Is there any way we can tell if the poster has the ability to open TAC requests. Appreciate this may not be possible due to confidentiality but it would be helpful for responders to know.

Jon

Joseph Clarke Fri, 10/22/2010 - 08:34 (reply to Jon Marshall)

Thanks for your comments, Jon.

1. Yes, this will happen.  The TAC engineer closing the SR will receive points for their pushed-back resolution summary.

2. This will not be possible for non-Cisco employees to see this information.  Cisco employees will be able to easily see this in a subsequent feature roll-out.

billmatthews Tue, 02/01/2011 - 16:36

Great feature!  We've had some nice discussions on here that ultimately require TAC cases.  This will be a nice integration.

abakrbshat Mon, 02/21/2011 - 03:54

hi,
i need to your advise regard below matter:
i have router and switch and Aironnet 1210 AP,so i need to creat two network on the AP one for emplyees and other one for Guest but the Guest network for internet only.

how can i make that?

cvqqo7077 Sat, 08/06/2011 - 08:45

hi i have cisco 7961G

i download sip software into my phone

my problem is that when i upload confi Xmlsepmacaddress.cnf.xml i see this in stuts

file not found:

XMLDefault.cnf.xml

ctlfile.tlv not install

sivajinaresh Fri, 11/18/2011 - 11:03

Hi All

I am new to configure MPLS link can some please help me on this.

Link From BT connecting to Cisco 7206 router at CE side. I need to connect cisco 3750 swith router and test the VOIP from my side to other end.

Please provide me the Router and switch config for this.

Thanks

SIV

mansoor128@hotm... Mon, 12/19/2011 - 00:14

Hi All,

Can any body help me  and explain how to do  backup Configration file from LMS3.1  ver.

Thanks

Mansoor

yogesh.segobin Sat, 02/04/2012 - 23:52

Need help: urgent

Can someone propose me a cisco router that has 200 concurrent connections?

Do we have 200 concurrent connections on 2900 or 1900 series..

Is there any docs for that?

ajcamachou Mon, 04/02/2012 - 14:36 (reply to yogesh.segobin)

Yogesh, based on my experience interconnecting 200-300 sites under hub-spoke scheme you would need at least a 3845 router but I prefer a 7200 modular series. However, it also depends on the technology for interconnecting the central and remote sites.

GauravGambhir Sat, 02/25/2012 - 19:59

Hi,

This will be fantastic, and will help in speedy resolution and help the CSC members to know about the same.

Thanks

ajcamachou Mon, 04/02/2012 - 14:38

Hi,

This will be fantastic, but what about the cost because you are indirectly using TAC services.

thanks

Terry.Cheema Wed, 11/07/2012 - 15:01

Sounds good. It will result in lower resolution times saving time for both Cisco and the client.

madhavansureshkumar Thu, 01/10/2013 - 19:21

The console cable is now connected from Cisco WS-3550-48 to the workstation. how to connect hyperterminal without restart the Switch.

v208943543 Fri, 03/08/2013 - 13:26

i need help installing ciscoworks 4.1 discovery only faw devices is reachable other are unreachable



EvaldasOu Tue, 03/19/2013 - 01:50

guys that's of course great news. But what about metrics for cisco partners? This will impact our metrics as opening traditional TAC case?

kumararul Wed, 07/31/2013 - 04:02

Dear All,

I just want to know wheather i can install windows 2012 on my cisco UCS B200 M1.

i am bit cnfused because cisco HW and SW interoperability tool says no.

can anyone say wheather is it feasible or not?

Thanks in advance.

regards,

M Kumar.

samirshaker13 Wed, 08/21/2013 - 23:03

i am new to Cisco Standalone AP ,i have AIR-AP1242AG-E-K9 and i need it to broadcast vlan 3 ,that's it , i can get the ssid with the below configuration but my laptop getting disconnected (auth/deauth) , please correct my below config otherwise if anybody can tell me how to configure trunk on the AP ,

!

no aaa new-model

!

!

!

dot11 ssid Test

   vlan 3

   authentication open

   guest-mode

!

power inline negotiation injector 001f.9d90.7708

power inline negotiation prestandard source

!

!

username xxxx password 7 096F471A1A0A

!

bridge irb

!

!

interface Dot11Radio0

no ip address

no ip route-cache

!

ssid Test

!

speed  basic-1.0 2.0 5.5 11.0 6.0 9.0 12.0 18.0 24.0 36.0 48.0 54.0

station-role root

bridge-group 1

bridge-group 1 block-unknown-source

no bridge-group 1 source-learning

no bridge-group 1 unicast-flooding

bridge-group 1 spanning-disabled

!

interface Dot11Radio0.1

encapsulation dot1Q 3

no ip route-cache

bridge-group 1

bridge-group 1 subscriber-loop-control

bridge-group 1 block-unknown-source

no bridge-group 1 source-learning

no bridge-group 1 unicast-flooding

bridge-group 1 spanning-disabled

!

interface Dot11Radio1

no ip address

no ip route-cache

shutdown

no dfs band block

channel dfs

station-role root

bridge-group 1

bridge-group 1 subscriber-loop-control

bridge-group 1 block-unknown-source

no bridge-group 1 source-learning

no bridge-group 1 unicast-flooding

bridge-group 1 spanning-disabled

!

interface FastEthernet0

no ip address

  no ip route-cache

duplex auto

speed auto

bridge-group 1

no bridge-group 1 source-learning

bridge-group 1 spanning-disabled

!

interface FastEthernet0.1

encapsulation dot1Q 3

no ip route-cache

bridge-group 1

no bridge-group 1 source-learning

bridge-group 1 spanning-disabled

!

interface BVI1

ip address 10.x.x.240 255.255.255.0

no ip route-cache

!

ip default-gateway 10.x.x.1

ip http server

no ip http secure-server

ip http help-path http://www.cisco.com/warp/public/779/smbiz/prodconfig/help/eag

bridge 1 route ip

!

Lisa Latour Wed, 09/04/2013 - 11:43 (reply to samirshaker13)

Hello Samir..

Suggest that you select a Technology Community to post your question in for a more prompt response and answer to your question..  Thanks!

sarojsuman4s Thu, 01/23/2014 - 02:26

Helo sir

this is saroj

we need help to communnicate with existing omni antenna to bidirectional antenna. because those are not working properly. help me how to solve this problems

thanks

saroj kumar

919471151572

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Posted October 21, 2010 at 1:00 PM
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