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Making the Most of CSC Discussions: Tips for Getting Faster Response

 

Networking Professionals Connection community is a forum that it is open to any Cisco enthusiast who wants to ask questions or share information on any networking topic. Cisco Support Community contributions mainly come from volunteer members who generously share their knowledge by choice. Responses to questions in Cisco Support Community can come almost immediately, but may take several days. If you are facing a critical problem requiring immediate attention, you should call TAC at 1-800-553-2447 to ensure you receive a timely response. For details, please visit Cisco Worldwide Contacts


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Search.Before posting any question on Cisco Support Community discussion forum, please search the current content. Often another member has asked your question and you can receive an answer simply by reading Cisco Support Community's current content.


Scan for highly rated content. Forum members use ratings to indicate helpful content.


Subscribe via RSS, e-mail.Subscriptions are the easiest way to keep track of relevant content. You can easily subscribe to a topic or a conversation and request notification via e-mail every time there is a new question or reply in your area of interest. RSS feeds are available for all topic areas as well.


Provide Details


When you want to start a conversation include detailed information about the product and/or solution you are asking about. A general question will only result in follow up questions asking for more detail. Cisco Support Community members suggest you include the following information:

  • Device type i.e. router/switch/firewall and what exact model.
  • IOS version being run
  • IP addressing details (if relevant)
  • Configuration details (if relevant) with a note asking for sensitive information to be removed.

 

 

Example: Details for an IP Telephony question

  • Platform type ie. Communications Manager/Communications Manager Express/UC500/IP Phone model.
  • Release Version/Firmware/IOS being run
  • Numberplan details (if relevant)
  • Configuration details (if relevant) with a note asking for sensitive information to be removed.
  • Description of the actual problem and what if any steps to resolve or test have been performed
  • Additional information related to recent upgrades patches etc.
  • Is the issue intermittent/constant?

 

 

Example: Details for a Unified Communications question

  • Plaform type such as Unity/Unity Connection/Unity Express/MeetingPlace/MeetingPlace Express
  • Release Version/SR's/Engineering Special
  • Voice Messaging/Unified Messaging
  • Failover/Non-Failover/Active-Active
  • Configuration details (if relevant) with a note asking for sensitive information to be removed.
  • Description of the actual problem and what if any steps have been taken or tests performed to resolve it
  • Additional information related to recent upgrades patches etc.
  • Is the issue intermittent/constant?

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Don’t Forget the Basics


Log In.You need to log in to the Cisco Support Community with your Cisco.com user id and password in order to ask or reply to a question.

 

Use attachments.Use the attachment feature when posting information such as long configs. Cisco Support Community discussions accept all file types as attachments except for the executable ones. The maximum size limit is 50 MB

 

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Last update:
‎08-30-2017 04:43 PM
Updated by:
 
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Cisco Employee

For Network Management, I typically like to see the following:

CiscoWorks : Exact version of software (screenshot of Common Services > Software Center > Software Update), platform on which CiscoWorks is running

Device problems : Exact device type and model number, output of show version, and configuration (if possible)

For all problems, I like to see a concise problem description which includes exact error messages (if error messages were seen).  The problem description should mention when the problem first started to occur, or if things ever worked.  The user should mention any known changes which occurred at the time the problem began.

New Member

thanks for sharing. good job.

Hall of Fame Super Blue

For LAN/WAN useful things would be -

1) Relevant IP address ie. if you are trying to ping for example from a device to another device then specify the source and destination IP address.

2) IOS version being run and the feature set as well. If you are not sure then include a "sh version" in your post.

3) Device type being used ie. router/L3 switch/firewall and specfic model details

4) If possible a topology diagram of the network. Doesn't have to be a visio, could be a handwritten sketch. Note also that not everyone can read visios so if you do have a visio to post please convert to a jpg/png file and upload that.

5) config details. Post the relevant config. If you are not sure what is relevant then post whole config. If you do post whole config it's better to upload it as an attachment.

6) Exact description of problem and what you have already tested.

As a general note the more info you give us the quicker you will get a response that (hopefully !) resolves your issue.