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Information you should include while opening a TAC case


# Information you should include while opening a TAC case #


  • Clear Subject Line (for ex: One Way Audio Quality Issue - CUCM, MGCP Gateway registration flapping etc...) ?
  • Detailed description of the problem | Including error message snapshot if any ?
  • Business Impact | Severity of the impact on your business | Low/Medium/High/Critical ?
  • Numbers of users affected | Total number of users ?


  • When did the problem start ?
  • Any recent activity | Was any change apply recently on the configuration/system | (like - upgrades, config changes, power outages, etc...) ?
  • What has changed that may have caused the issue ?


  • Is this a new installation ? | was this working before ?
  • Is there any 3rd Party Server on the call flow ?
  • Software/Firmware version of the product ?
  • Hardware platform | If hardware is faulty please include Serial Number of the part ?


  • Network virtual topology | Indicate the complete Call Flow including devices and protocols involved ?
  • Deployment Model | Nodes count ?
  • Total number of sites | Number of sites affected ?


  • What all troubleshooting has already been done ?
  • Devices complete configuration | show tech ?
  • If you have any other case already opened with Cisco for the same Issue/Hardware, do remember to mention the Service Request number ?
  • Is the issue reproducible? | Frequency of the issue (Constant, Intermittent, Very Intermittent)



Also make sure to mention following:

  • Your Reachable Contact number
  • Contact Preference: Phone/Email !! how would you like to be contacted by the TAC Engineer
  • Your availability | Preferred time to be contacted
  • Timezone you are in


Also copy with the Service request number in the email subject, this will allow your e-mail to be documented into the case notes.



24x7x365 Support


TAC Email:



To open a service request by telephone, use one of the following numbers:


  • Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227)
  • EMEA: +32 2 704 55 55
  • USA: 1 800 553 2447



Cisco Worldwide Contacts


For a complete list of Cisco TAC contacts, go to this URL


Opening a Case With TAC


You may contact me at


The purpose of this document is to give our customers and partners the ability to increase efficiency

Speed up the resolution process (save time)



Nice DOC.




This will really help everyone while opening a case.  Thanks for sharing.



Cisco Employee

Nice Doc.


This should really speed up the initial troubleshooting on the issue which probably is the most critical time-frame. 




Thank you for the doc



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