Second - The following are the recommended browsers and corresponding versions for SCM: Have you tried with these recommended versions? Live Customer Hand-off to a Cisco engineer Severity Levels 3 and 4 Open your service request using the online tool, Support Case Manager (If you dont already have a Cisco login, you can create one by following the Register link.). In Support Case Manager, click Open New Case > Open Case. " To use the licenses on the FMC, you simply . Support Case Manager Open a new support case You are using an older browser, Safari-undefined. When looking at the case details screen Lastly when viewing a "details" screen (Case, Note, RMA, etc), you can swipe horizontally to move from one case to the next (if you have multiples). (A closed case cannot be Customer Pending, Cisco Pending, or New.) So I suppose for now I'm stuck with the desktop tool for opening cases, uploading logs, etc. New here? I completely understand on the case opening piece. (January 6, 2023) Cloud Gateway Upgrade Process, (October 11, 2022) AsyncOS 14.3 General Deployment (GD), URL Rewriting and Analysis (using Outbreak Filters), URL Rewriting and Analysis Best Practices, Configure Microsoft 365 with Secure Email, (October 1, 2020) CES: Azure-to-LDAP Connector, Configuring Azure and Microsoft 365 for Mailbox Auto Remediation and Search & Remediate, On-premise Exchange for Mailbox Auto Remediation and Search & Remediate, Using Search & Remediate with Cisco SecureX, Configuring Microsoft Azure AD for SAML Log-in, Configuring Google G-Suite for SAML Log-in, SecureX + Cisco Threat Response Private Intelligence Feeds, Cisco Secure Email + SecureX: Extending email protection and integrations beyond the gateway, SecureX Orchestration: Microsoft Email Target Update, Cisco Secure Email Submission Add-in + Encryption Add-in, Cisco Secure Email Informational Announcement - Certificates, CLI Instructions: connect2ces.sh [Linux/OS X Users], CLI Instructions: PuTTY [Windows/PC Users], ideiio Connect Bridge install Guide (Updated), Cisco Secure Email Gateway Virtual (Microsoft Azure Platform), URL Retrospective Verdict and URL Remediation, Cisco Threat Response (CTR) Pivot Menu/Casebook. The editable fields are: This tab displays the Notes that are entered for the case. The general Support number is +1 (415) 937-6671. and "How much does the 3rd Party Signed certificate cost?" If you need assistance in regards toproduct recommendations, network design and solutions,product specifications and purchasing(including equipment, license, etc. Search for common topics and get answers to your questions. We've set the default options of the search mechanism to search for any open case opened against contracts that you are associated with, regardless of severity, that was updated within the last 30 days. It will be prioritized amongst other requests and then implemented in a future release. Click Log Out on the right end of the page header, above the search box, in order to log out. If no other Cloud Admins are available to assist, please reach out to Cisco TAC via the Cisco Support Case Manager and we will work with you to make sure the issue is resolved promptly and that access is granted. Landing Page . I use various flavors of IE (v10 mostly. If you desire, you can save the report to an XLS file. I know this forum is about mobile apps, but I wasn't sure where to post this. All New Webex Pricing Downloads Devices Contact Center Online Event Management Online Training Management Remote Support Management Hardware as a Service Features Webex: Meet Webex: Call Webex: Message Screen Sharing Conference Call Click the Edit support case preferences link in order to modify information about your preferred contact methods and times. Update to a newer version to minimize potential issues, enhanced security and for an improved experience on Support Case Manager. On the Describe Problem page, enter a Title and Description of the problem (mention Cisco SecureX in the title). So to open a new case I'd be manually re-entering data like the serial number on my phone, instead of copy/paste on my PC. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Would love to use something else, but this is a corporate image. Note: Do not use the Feedback tool in order to obtain assistance. Once created, you can use your new CCO ID to login to SCM and submit cases. You need to provide the name and version of the software package to Cisco welcomes your comments in order to help improve the SCM experience. Of course, you can reach out to Cisco TAC at any time if you run into issues or questions. Posted in Cisco Services & Technologies By: Arani Mukherjee & Chris Partsenidis Some hints: 1) For urgent network down issues (sev1/sev2) , please open a case via phone - not via email or chat. The documentation set for this product strives to use bias-free language. (January 13, 2023) AsyncOS Announcement (14.3) Refresh. Very fast, love the searches. The partial answer below: " you can simply get another SF-FMC-VMW-10-K9 for the additional 10 devices and handle 20 in total with both SKUs". The Global Technical Assistance Center (TAC) provides support in English twenty-four hours a day, seven days a week. When you enter a product serial number, the SCM tool looks up the support contract for that serial number to see whether it is associated with your Cisco account profile. (January 6, 2023) Cloud Gateway Upgrade Process, (October 11, 2022) AsyncOS 14.3 General Deployment (GD), URL Rewriting and Analysis (using Outbreak Filters), URL Rewriting and Analysis Best Practices, Configure Microsoft 365 with Secure Email, (October 1, 2020) CES: Azure-to-LDAP Connector, Configuring Azure and Microsoft 365 for Mailbox Auto Remediation and Search & Remediate, On-premise Exchange for Mailbox Auto Remediation and Search & Remediate, Using Search & Remediate with Cisco SecureX, Configuring Microsoft Azure AD for SAML Log-in, Configuring Google G-Suite for SAML Log-in, SecureX + Cisco Threat Response Private Intelligence Feeds, Cisco Secure Email + SecureX: Extending email protection and integrations beyond the gateway, SecureX Orchestration: Microsoft Email Target Update, Cisco Secure Email Submission Add-in + Encryption Add-in, Cisco Secure Email Informational Announcement - Certificates, CLI Instructions: connect2ces.sh [Linux/OS X Users], CLI Instructions: PuTTY [Windows/PC Users], ideiio Connect Bridge install Guide (Updated), Cisco Secure Email Gateway Virtual (Microsoft Azure Platform), URL Retrospective Verdict and URL Remediation, Cisco Threat Response (CTR) Pivot Menu/Casebook, "Which 3rd party Certificate Authority (CA) does Cisco utilize to issue these certificates? For modifying existing Cloud users and their passwords, click here for more information. Most states require certification for case managers. If you are unable to login to http://settings.webex.com using your email address and Webex password. of such equipment, please refer toContacts for Webinar and CMNO, CMNA, ECMS Equipment guideinstead. web, or email within one business day for lower-severity cases, and within a 60- minute initial response time for severity If you require help with the use of the SCM tool, click Chat Now in the top-right area of the page. Complete these steps in order to open a case with the Japan TAC: After you choose the TAC that you want to process your case, you are ready to complete the process: Note: At any time in the support case creation process, you can click Save Draft and Exit at the bottom of the page in order to complete the process at a later time. The information that you enter here applies by default to all future cases that are opened with your account. If you do choose to create your own certificate and get it signed by a 3rd party, you will want to follow the following requirements for selecting the common name during creation and when sending the CSR over to the authority. >Call the Meraki Support team page. Have you tried using IE's Compatibility View to view the Case Manager? 4.1.1 How to Open Service Requests with Cisco TAC Severity Levels 1 and 2 1. Let's get your Webex issue resolved! Learn more about how Cisco is using Inclusive Language. You can open an SR with the Cisco Support Case Manager or view the Cisco Support page for more options and how-to Contact TAC by Phone. These cookies are necessary for the website to function and cannot be switched off in our systems. You have a few options in order to complete the installation and setup of a 3rd party signed certificate. 2023 Cisco Systems, Inc. I've the identical question. I've just tested IE (8 and 10) and Firefox locally and it seems to perform much better. This document covers the steps to raise a support case using Support Case Manager (SCM) for Cisco software licensing. Select Open New Case Product and Services Open Case. Has anyone had trouble with the new web version of the Support Case Manager? Click Show Advanced Filters in order to expand the page and show the additional filter options. To purchase your first license or get assistance regarding our products specifications and design solutions,please contact Meraki Sales team via https://meraki.cisco.com/form/contact, Join the Meraki Community today for discussing all things Meraki by visitinghttps://community.meraki.comand logging in with your cisco.com credentials. recently I created a feedback & support connected me but I get very disappointed response : ( Case ID: SR 639261507 : Can you reassign an existing ticket to a Support that at TimeZone +8? 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. On the home page, click Export Cases. If you have not done so, please be sure to read the following announcement: If the case has an RMA attached to it, you can pull up the RMA details, track your replacement parts and even initiate the return process, Customers Also Viewed These Support Documents, Tap on "Support Cases" then "Search Cases", Scroll to the bottom and immediately tap on "Search" without changing any setting. https://mycase.cloudapps.cisco.com/attendeeCaseCreate. Glad it's already a known issue, thanks. Complete the remainder of the form and click Submit. That's not an option on our standard corporate image, but will be a sufficient workaround. For urgent issues, such as problems starting or joining a Webex meeting or audio conference, contacting support by phone is recommended. 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 three filter criteria. 2) Provide accurate and detailed info- have main data prerared in advance! Basic Support is included with Webex Calling subscription at no additional cost for the duration of your subscription. details with you. Complete these steps in order to log in to SCM. You can update the case if needed by replying to that email, or visiting theHelp > Get help >View full case historypage in Dashboard. Enter service contracts number(s) in the space provided and click . 2023 Cisco and/or its affiliates. Following are few technical issues or assistance specific to Dedicated Instance: Any technical issues under the Calling > Dedicated Instance tab. When you submit a case after June 29th, 2018 you will be able to login with your CI account and will be prompted to provide some additional information at that time. This helps the TAC to engage The notes and attachments for the case are available on their respective tabs. When you open a new case, you can enter contact information to be used for that case only. https://www.cisco.com/c/en/us/about/account.html. To ensure timely contact with the correct individuals, it is imperative the contact information within the Cisco Secure Email Cloud Gateway systems is up to date. Contacts for Webinar and CMNO, CMNA, ECMS Equipment. If this occurs, and you have a service contract, then register the contract on the Cisco Registration page. For assistance updating contact information for Cisco Secure Email Cloud Gateway, please engage our Technical Assistance Center (TAC) and request to update your contact information instance. Beside the tabs, there is a set of toolbar buttons: Attach Files, Add Note, and Actions. If you cannot open a case online, contact Cisco Support at 1-800-553-2447. For creating new Cloud users, click here for more information. A barcode scanner for help opening up support cases is definitely on our Roadmap. IE10 is not fully supported yet. Given the breadth of the search, it could take a few seconds. Choose, Click inside of the option box at the top of the tab and choose, If you do not want to receive email confirmation, choose. Finally - the option of saving queries in the Advanced Fileter is an enhancement request thats is also registered on our list of product enhancements. https://www.cisco.com/c/en/us/about/account.html. Options. Note: When you switch to a different tab, all of the filter options reset to their default values. Note: A case with Draft status is deleted automatically after seven days. Common Name (SAN - Option 1) [Datacenter/Region Specific]: Common Name (Wildcard - Option 2)[Datacenter/Region Specific]. When the case is submitted, a confirmation message appears and displays the case number: 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. Let's get your Webex issue resolved! Support Case Manager Open a new support case You are using an older browser, Safari-undefined. Adding DNS entries in the Dedicated Instance DNS servers, for eg. ", Cisco Provided 3rd Party Signed Certificate, Customer Provided 3rd Party Signed Certificates. At this time, the certificate that we provide issued by HydrantID SSL CA G3 is free of charge and included in your CES purchase. Service downtime inquiries: In this situation, confirm service availability and status on your customers network, including Cloud Connectivity, PSTN Note You will have separate local credentials for logging into CES devices, one for the Email Security Appliance (ESA) and one for the Security Management Appliance (SMA). Solution:To identify if you have a Webex Common Identity (CI) account to submit a support case via Support Case Management (SCM):If you can log in to http://settings.webex.com using your email address and Webex password, you have a Common Identity (CI) account. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. TAC offers customer support for all Cisco products/services using a global follow-the-sun support model. You will receive a confirmation email, and aSupport Engineer will get back to you as soon as possible. Your Basic Support includes access to . One way some people (more for remote scenarios) have been using the app for case opening is to get the initial information into a case, and submit it so it can get routed and into the queue sooner than later. Cases can be submitted directly within the Dashboard. Currently, we use HydrantID SSL CA G3 as the Intermediate and primary issuer for any CES server certificates, and HydrantID SSL CA G3 is signed and issued by QuoVadis Root CA 2. Open a Case or Check Case Status. Find answers to your questions by entering keywords or phrases in the Search bar above. Choose TAC and RMA case creation, Software Download, support tools, and entitled content on Cisco.com and click Go. Enter information about the troubleshooting steps that have been completed and the environment changes in the boxes provided. 4. The Japan TAC provides support for most products in Japanese during business hours in Japan. 07-19-2022 They will be able to discuss the suitability of the service for your enterprise and to begin the process of providing a quotation. Use the DI Subscription or Service Contract for the entitlement verification. I downloaded the Android version of the mobile app, and it's great. After a year I don't know if the answer has changed, but I have open a case at Cisco Support Case Manager. What happens if I get locked out of my Cloud Admin account. Currently, support is available by the Global TAC and Japan TAC. But I still love the look/feel of the mobile app, and can see myself using it for checking status and updating cases. Note: Regardless of the interface language that you select, you must enter case information in a supported language. I hope to have some good news on that front before the end of the calendar year. If you do not have a service contract, but you believe the issue is covered under the product warranty, then contact CIN for assistance. I have to prepare everything in Notepad, then copy/paste. I need assistance. on TAC support, visit the Collaboration on Sales Connect. When contacting Cisco Meraki Support via phone, please have your customer number and support passcodeready. Use these resources to familiarize yourself with the community: Customers Also Viewed These Support Documents, Smart Licensing, Enterprise Agreements, SaaS Knowledge Base. For more information This guide provides an overview of how to perform the most common tasks in Support Case Manager (SCM). Licensing. Open to Cisco Profile Manager. before reaching out to Cisco TAC. Use this procedure to associate your contract number to your Cisco.com profile. If they happen to have logs that are accessible from an apache server, they access their log from safari, copy/paste the contents into an email and send it to. Step 1: Open a Case . While its not a requirement as most SMTP MTAs will operate without issue utilizing a self-signed certificate, 3rd party certificate requirements and validation are becoming more commonplace and even best practice. There are several options for certifications, with all requiring passing an exam to achieve. Hey thanks Dave, the shameless plug worked. If you have questions or require assistance with Cisco SecureX, open a case in Support Case Manager. The recommended course of action would be to speak with someone within your organization that would have the ability to reset your password and/or unlock your account (i.e. I've just sent an email to the Product Manager for the SCM tool. This tab displays the files that are attached to the case. Find answers to your questions by entering keywords or phrases in the Search bar above. the term of your subscription. Click a column heading, such as Type, in order to sort the list of attached files by that column in ascending order. Cisco TAC Phone numbers per country . Support Case Manager. 2 You can change the User Interface language that is used in Support Case Manager. - edited To open a support desk ticket for Cisco Webex products or services: Once you click on submit Case, you will see a page showing your support case number for reference. mx1 would be used for the common name, but all individual esa1/2/3/4/etc., mx1/mx2, and ob1 records must be included in SAN attributes when the request is provided to the CA. Click Manually select a Technology and search for SecureX. 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. There's a brief part on support case search in a video demo of the app I recently put together: http://www.youtube.com/watch?v=IJVR3BqV9As. If they happen to have logs that are accessible from an apache server, they access their log from safari, copy/paste the contents into an email and send it to attach@cisco.com with Case in the subject, and it will then get attached to the case. You can use filters or searches in order to find individual cases and cases that meet specific criteria in the case list on the home page. If more than 500 contracts are associated with your Cisco account, the All Cases view displays a message that instructs you to enter specific contract numbers (up to 30) in order to narrow the search filter. Software upgrades of UC applications in Dedicated Instance. You can further filter by severity, when cases were updated/opened, etc. Your account representative works closely with Meraki Sales engineers to ensure that you can achieve the goal that you have in mind. Cisco will not automatically renew 3rd party signed certificates provided by customers but will proactively open a TAC support request (SR) on behalf of the customer using the contact information we have on file. I apologize for the slow response from our side. Update to a newer version to minimize potential issues, enhanced security and for an improved experience on Support Case Manager. Written by Administrator. I can still do it with the Advanced Filter, but it would be great if you could save those queries or make that one of the pre-defined drop down options. Search for products by Serial Number, Virtual License Number, or Service Contract Sort case s by column header Export search You will have separate local credentials for logging into CES devices, one for the Email Security Appliance (ESA) and one for the Security Management Appliance (SMA). After a case is submitted, you can update it in order to add or change the information. You can delete a draft case that has not yet been submitted. Click Find Product by Service Agreement. 07-19-2022 Click the Access Management tab. You can also use the Edit links on the Review and Submit page in order to modify the information that you previously entered. Forgot Password. Before you open a new case, ensure that you have this information ready: Note: If you do not have a service contract, but you believe the issue is covered under the product warranty, then contact CIN for assistance. Some of the most common case manager licenses include: Certified Case Manager (CCM) Accredited Case Manager (ACM) Solution:To identify if you have a Webex Common Identity (CI) account to submit a support case via Support Case Management (SCM):If you can log in to http://settings.webex.com using your email address and Webex password, you have a Common Identity (CI) account. Earn a case manager certification. Solution: For help contacting the support team for your specific Webex site or service, see: WBX162 - How Do I Contact Webex Customer Services or Technical Support? New and Updated Features in Support Case Manager, Understand Cisco Accounts and Service Contracts, Select Japanese as the interface language. Enhanced and Premium Support are also available at an additional cost. This interface will be responsible for handling outbound emails only. You will need not create a separate CCO ID. Cisco Support Case Manager For creating new Cloud users, click here for more information. The toolbar buttons let you perform common tasks: If a field value on this tab appears as a hyperlink, you can click it in order to make an update. All rights reserved. (Updated Jan 12) Blogs, Reads, and Info for You! Open a case . What operating system is this browser launched from? If you are unable to login to http://settings.webex.com using your email address and Webex password. *Password. How can I contact Cisco to help? Using which, you can install the COP files as per your convenience and maintenance planned: Peering Support: For any peering purchased, the initial level of debugging and troubleshooting is done by you or your customer's IT staff The CA can send the DAL to any of the email addresses below: (January 13, 2023) AsyncOS Announcement (14.3) Refresh. The response times for online cases may be up to 24 hours. Note: You can right-click the Case Number or Title of a case and choose the option to open the case information in a separate browser tab or window. The Edit Support Case Preferences dialog opens. Manually select the following technology. 5 Why Cisco Support so weak, slow & lazy? The flows that are used in order to create, update, and query cases are similar to the flows used in previous versions. Overview Beginning February 2023, Cisco Support Assistant is the new name for Cisco TAC Bots including TAC Connect Bot. Sub Technology: UCM Cloud / Dedicated Instance (DI). On the home page, click the Case Number or the Title of a case in the list in order to open the case details page. The case-specific information overrides your general contact information. As a part of the service, Cisco permits customers to bring their own 3rd party signed certificates. For help contacting the support team for your specific Webex site or service, see:WBX162 - How Do I Contact Webex Customer Services or Technical Support? Click the All Cases tab in order to change to that filtered view. Cisco Support Case Manager . Refer the above section to mention the scope of the request in the description. If the number is found, the case details page opens automatically. First - Are you using any Citrix Client or VM application to launch the browser and run SCM? 1 and 2 cases. 02:58 PM. Choose the appropriate technology that represents your issue from the list and click Select. ), please contact your account representative. Support Case Manager Cisco UKI 5.92K subscribers Subscribe 14 3.8K views 9 years ago Training Video on how to use the Support Case Manager tool to create new service requests and check for. Note: For Japanese customers, Support Case Manager provides the option to open cases with the Japan TAC. Click a column heading, such as Created By, in order to sort the list of notes by that column in ascending order. In order to leave feedback about your experience, click Feedback in the top-right area of the home page. These can both be found attheHelp > Get help > Still need help? Download Webex; Schedule from Microsoft Outlook; See people's availability; Install your Room or Desk device; Get started with Webex App; Record a meeting If you do not submit the draft case, it will be deleted automatically after seven days. One way some people (more for remote scenarios) have been using the app for case opening is to get the initial information into a case, and submit it so it can get routed and into the queue sooner than later. For modifying existing Cloud users and their passwords, click here for more information. There are many Meraki experts on the community who are eager to help out. Has anyone had trouble with the new web version of the Support Case Manager? You can open a TAC case in order to configure the secondary interface: Cisco Support Case Manager Why a secondary interface is required? Would love to use something else, but this is a The Comment Card window opens. How much does the 3rd Party Signed certificate cost? For assistance updating contact information for Cisco Secure Email Cloud Gateway, please engage our Technical Assistance Center (TAC) and request to update your contact information instance. be installed and we will upload those specific packages to a SFTP server in Dedicated Instance datacenter and share the following All of the information that you entered is saved, and the main page is displayed with the Draft Cases filter option enabled in order to display the draft case list. In order to delete a draft case, select the check box beside that case in the list and then click Delete Selected. Do I need a 3rd party signed certificate? Support Case Manager includes these new and/or updated features: Real-time Onboarding: When you create a support case, if the serial number that you specify has a service contract that is not already associated with your Cisco profile, you can choose to update your profile immediately and continue to create the support case. To find out more about Cisco Support, call your Support Warehouse Account Manager. How Do I Get an Account for Support Case Management (SCM)? A full list of region-specific phone numbers can be found in Dashboard under Help > Get help > Still need help? Click inside of the language box in the top-right corner of the home page. Your account representative can be found in Dashboard under Help > Get help > Still need help? After you've had a chance to use the app a bit more, I'd be interested in hearing any additional feedback you might have. Note: During the case creation process, the Back button of your browser is disabled in order to prevent unintentional loss of information. You can open an SR with the Cisco Support Case Manager or view the Cisco Support page for more options and how-to Contact TAC by Phone. If support is not available, the button shows Offline. The Summary tab provides standard details about the case. The general Support number is +1 (415) 937-6671. There are several options for contacting support. it. For any non-technical question, orders, training, auto-renewal, etc. *Email. For all other customers, cases are handled only by the Global TAC. For assistance with the SCM tool, use the Chat Now option in order to communicate with a support representative in real time. When you submit a case after June 29th, 2018 you will be able to login with your CI account and will be prompted to provide some additional information at that time. The process might take a minute to complete. Click the Ask a Question radio button and search for your Cisco Security Product Serial Number or Product Service Contract. Note: If you select English, French, or Russian as the interface language, then your case will be supported by the Global TAC only. Yes -- we do use Citrix (XenApp 6.5) to launch the browser (Server OS is W2K8 R2). Click Yes in order to create the association and proceed. I have a paragraph of text, but the text box is still showing the first few sentances, not showing the bottom, so I can't continue to enter text. Complete these steps in order to open a case with the Global TAC: In order to continue the process, refer to the section Complete and Submit a New Case. Choose the appropriate technology that represents your issue from the list and click Select. If you choose a different interface language, such as French or Russian, a message displays in order to remind you that the case information must be entered in English and that the case will be handled by the Global TAC. If you cannot open a case online, contact Cisco Support at 1-800-553-2447. A support technician will join the chat in order to assist you as soon as the technician is available. If you select any of these three options, the Closed Cases check box is cleared automatically. 07-19-2022 02:56 PM - edited 07-19-2022 02:58 PM. At this time, we do not have the visibility of an exact date of such feature additions. Note: If there are no service contracts associated with your user profile, the Service Contract box displays the text No associated contracts on profile. Select Technology. Cisco Secure Email Informational Announcement - Certificates. : another Cloud Admin user). Support Case Manager includes these new and/or updated features: In order to use Support Case Manager, you need the user ID and password of your Cisco profile, a valid service contract number, the serial number of the product that requires support, and a supported Internet browser. Just get in touch with the team. At the top of each tabbed page, there are basic filter options: After you select the filters, click Apply Filters in order to update the case list. Don't have an account? For Partner Connect a request with the Dot1qTag needs to be provided, for more information refer Partner Connect. 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. You can also delete the cases that have a Draft status, and export a list of cases to a spreadsheet file. When you sign up for your new CCO ID, be sure to use the same email address as your Webex accounts. Use these resources to familiarize yourself with the community: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. He may end up reaching out to you directly. Your Basic Support includes access to the knowledge base, as well as all software updates and upgrades during Please include any relevant details. Support Case Manager (SCM) lets you open, view, and update your Cisco support cases from one location. You should receive a response to your request shortly, but it may take up to 24 hours. etrejosf. For quick assignment of the case, to the correct Dedicated Instance TAC team, follow the below process mentioned while raising To start, you could simply open a Cisco TAC case and we can create the certificate for you and provide you with any additional guidance; however, if youre perhaps more familiar with the process and wish to utilize another certificate authority for signing, you can follow the steps here. How Do I Open a Case for Webex Technical Support? chinhin Beginner Options 09-29-2016 07:55 PM - edited 03-01-2019 06:04 PM not sure why the support like this. You will need not create a separate CCO ID. From the app's home screen. Click inside of the language box in the top-right corner of the home page. 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. Click Here The only problem for me is I tend to work off my desktop (no tablets here). Complete the remainder of the form and click Submit. New here? This applies to Partner Connect, Webex Edge Connect or Virtual Connect peering. If you wish to utilize your own CA then you will be responsible for the cost, and the price will vary depending on the type of certificate requested. It is recommended that you sign up for the CCO ID after June 29th, 2018 as your support entitlements will not be setup correctly.Formore information on Cisco CCO ID and registering an account , see:https://www.cisco.com/c/en/us/about/account.html. Make sure your CCO account is associated with the support case: Sign into Cisco Support Case Manager at https://mycase.cloudapps.cisco.com/case. For urgent issues, such as problems starting or joining a Webex meeting or audio conference, contacting support by phone is recommended. >Call the Meraki Support team >View regional phone numbers, or on the Meraki Support home page. Cisco Public 1 . The case details page opens. This document covers the steps to raise a support case using Support Case Manager (SCM) for Cisco software licensing. the correct team quickly. 1 Please provide us with your email address. So, it is generally a good idea to obtain a 3rd party signed certificate. This should be the serial number or service contract for the Security product through which you have access to SecureX. Cisco offers to provide 3rd party signed certificates for Cisco Secure Email Cloud Gateway customers. Beginning in December of 2021, Cisco will automatically be renewing 3rd Party Signed certificates provided by Cisco as they approach expiration. A full list of region-specific phone numbers can be found in Dashboard under Help > Get help > Still need help? Print or write down the ticket number for your reference when contacting technical support about your case. Session ID: 2022-12-03:808f61ca8e31446fbe9a3d5f Player Element ID: performPlayer. Contact Us Any questions? Phone support is available for customers experiencing high impact issues where quick resolution is a top priority. Below the assigned TAC Engineer's name is a hyperlink to call/email the engineer directly. Note: The first three filter options cannot be selected at the same time as the Closed Cases check box. Access to 'Support Services for Collaboration on Sales Connect' requires partners login. It is recommended that you sign up for the CCO ID after June 29th, 2018 as your support entitlements will not be setup correctly.Formore information on Cisco CCO ID and registering an account , see:https://www.cisco.com/c/en/us/about/account.html. In order to open a support case for an eligible product, the service contract for that product must be associated with your Cisco account profile. Note: If your Cisco account profile is not associated with the service contract for the serial number you entered, the SCM tool prompts you to create the association now. How Do I Get an Account for Support Case Management (SCM)? Cisco MerakiSupport is available 24/7 toEnterprise customers for assistance with resolving network issues and providing answers to questions not covered by the documentation. Complete the fields in the window and click Send. Once created, you can use your new CCO ID to login to SCM and submit cases. If this isn't the right place to direct this feedback, let me know where I should go. Open, Monitor & Manage TAC Cases, RMAs, Products, Podcasts & More! Cisco provides the option for 3rd party signed certificates to all of our Cisco Secure Email Cloud Gateway customers. For more information on the allowed firewall ports, refer Network and Security requirements. Please see the FAQ below for "Which 3rd party Certificate Authority (CA) does Cisco utilize to issue these certificates?" 02:56 PM Overview Cisco's Support Services Technical Assistance Center (TAC) is a global organization that provides around-the-clock, award- winning technical support services online and over the phone. Note: A custom date range supersedes the predefined date ranges in the Updated In box. -In the old version it was pretty easy to see all my companies open SRs (even ones I didn't open). Assistance with Phone firmware, Language packs and Device packs (locale files) to be installed in the UC application. Call the Technical Assistance Center at 800-553-2447, Option 1 2. Currently, the available languages are English, French, Japanese, and Russian. Click Add Access. the LDAP server FQDN etc. At the top of the case details page, there are three tabs: the Summary tab, Notes tab, and Attachments tab. At Step 1, in Email Address field enter your registered email address. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Related: How To Become a Correctional Case Manager. (Updated Jan 12) Blogs, Reads, and Info for You! I find this fixes a lot of those text box issues on web sites.Sent from Cisco Technical Support iPad App. Cant find what youre looking for? Licensing Support using SCM. Given the breadth of the search, it could take a few seconds. WBX162 - How Do I Contact Webex Customer Services or Technical Support? Click the column heading again in order to sort in descending order. If you are not ready to create the association, click Not Now. For P1/2s, please call TAC Frontline for quicker assistance. Enter you First Name, Last Name Telephone Number. network, or SIP connectivity for telephony integrations. After you filter the list in order to show a particular set of cases, you can export the list as a spreadsheet. If the contract is not already associated with your profile, the SCM tool gives you the option to create the association immediately. For instructions about how to update the case information, refer to the section View, Edit, and Update Submitted Cases. This option helps Support quickly locate your network and resolve issues more quickly. These will need to be reset or unlocked independently. How do I install and set up a 3rd party signed certificate? Analytics & Subscription tabs, specific to Dedicated Instance. You can export cases to a spreadsheet in .XLS format. Use the provided fields to explain the question or issue. Start a new topic. Enter the problem description and choose the Severity of the case. > Contact your Meraki Sales representative, Please note that an account representative will be assigned to an accountonly after claiming a license. While many elements of the application interface have been redesigned for greater ease of use, SCM continues to provide the same end-to-end case management functionality. Where should my CA send the Domain Authorization Letter (DAL)? When you log in, the home page displays the My Cases view by default. Click Manually select a Technology and search for SecureX. Potential UC application issues or defect which you would want to notify us. Free Download Introducing The Cisco Technical Support Mobile App (Apple iOS, Android Smartphones). You do have the option to search by keyword in the title or description, contract #, ccoid (if you want to look for a specific co-worker's cases), or case number. If you specify a custom date range with the From Date and To Date options, the Updated In box is unavailable (grayed out) and the predefined date range in the box is not applied. In order to enter case-specific contact information, when you create a new case, click the Change for this case only link on the Start page. Please fill in the fields as accurately as possible to improve your response time. Opening of firewall ports in Dedicated Instance datacenters. If the contract number does not appear in the list, enter the number into the box. Click the column heading again in order to sort in descending order. Cisco Meraki Support provides assistance only with technical questions and troubleshooting of the webinar or CMNA promo equipment. I use various flavors of IE (v10 mostly. Leaving the search field empty is essentially a wildcard and will match against everything. A window opens and prompts you to enter basic information about your inquiry. 1 I completely understand on the case opening piece. Basic Support entitles you to unlimited 24-hour access to technical support in English for break and fix issues over the phone, And thanks for the update on the enhancement request. Page titles that are displayed in blue indicate a page previously completed. Two things I have problems with -When entering a new ticket, the Case Description gives me a lot of trouble. Cisco Support Assistant is a personal assistant that provides Cisco customers and partners with a self-service experience in several knowledge domains such as: Cases, Bugs and RMA Management Bug Applicability Checks If you want to return to a previous step in the process, click the appropriate tab. More information on the Merakiforum is available at the blog post IntroducingtheNewMerakiCommunity. When you sign up for your new CCO ID, be sure to use the same email address as your Webex accounts. We have observed this issue on Citrix clients, and it is registered as a known bug/error. Cisco Employee. ", "How much does the 3rd Party Signed certificate cost? > Call the Meraki Support team > View regional phone numbers, or on the Meraki Support home page. 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. You can choose multiple basic and advanced filters in order to create a report. Note: The language that was used in your previous session is selected by default. for additional information. You can search the case list for a specific case number or tracking number. 08-22-2022 05:36 AM. The SCM home page provides two top-level filtered views of the case list: Note: The case search results are limited to 500 contracts per user. FWIW (inserting shameless plug) you can get to your company's open support cases fairly easy with the Cisco Tech Support mobile app. Technology: Collaboration and Conferencing. I'll be looking forward to that in a future release. I am the new Product Manger for the Support Case Manager (SCM) application, and will try to direct you towards resolution of this issue. Log In. Which 3rd party Certificate Authority (CA) does Cisco utilize to issue these certificates? I suppose a barcode scanner on the mobile app would be a nice feature to help with that problem. Input either the Subscription Number or Service Contract Number, depending on what you must verify the entitlement and click Next. In order to open and edit a case, click the Case Number or Title of the case in the list. The secondary interface is required to segregate the traffic from your incoming to outgoing. Open a case in three steps . Choose your preferred language from the drop-down menu. For assistance with an open case, please contact the Technical Assistance Center by phone. Cisco Technical Assistance Center (TAC) Basic Support entitles you to unlimited 24-hour access to technical support in English for break and fix issues over the phone, web, or email within one business day for lower-severity cases, and within a 60- minute initial response time for severity 1 and 2 cases. Share how you are using Meraki gear in your environment and find tips from other users who have had similar experiences. Admittedly, a lot of which depends on your environment (local/remote, at multiple sites, etc). Likewise, if you select Closed Cases, these three boxes are cleared. Contact your Account Representative Cases can be opened by navigating to Cisco Support Case Manager (SCM). The cursor is slow to respond, and if I enter a lot of text, the box doesn't scroll down to the bottom. Enter the number in the search box and press Enter or click the magnifying glass. 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