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UCS Guided Workflow Experience

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Buddy Priest
Cisco Employee

Guided workflow allows for automated troubleshooting cases (non-RMA) and RMA creation process for Service Requests (SR) opened for Cisco products.

Customer Benefits:

  • Less troubleshooting - the IRE (Intelligent RMA Experience) Prediction Engine does the thinking and decides if the RMA is needed or not
  • Reduced analysis - details of the RMA analysis are viewed in a convenient RMA Automation widget

Links:

https://mycase.cloudapps.cisco.com/case

 

The Guided flow will be initiated following case creation in SCM:

Picture21.png

 

Enter impacted Serial Number:

Picture23.png

 

Select the actual impacted product from the dropdown list provided, if it varies from the product that the entered Serial Number represents:

Picture39.png

 

Enter case "title" to include details describing the issue:

Picture25.png

Enter problem description, and choose impacted Technology from suggested list OR manually select technology:

Enter SN for More details.JPG

Select "Virtual Space" as contact preference:

Enter SN for More details 2.JPG

Complete the remaining items on the case, then select "Submit":

Enter SN for More details 3.JPG

The Guided Flow will automatically initiate once the case is submitted:

Picture26.png

 

Select the impacted Module from the provided list, and then select the Type next:

Picture29.png

 

Select the Server Type from the provided list, and then select next:

Picture30.png

 

Select the Failed Component from the provided list, and then select continue:

Picture33.png

 

Upload Server Log files either by dragging and dropping or browsing for files:

Picture34.png

 

Upload UCSM Log files either by dragging and dropping or browsing for files, and submit this as well:

Picture36.png

 

Once files are uploaded, you can choose to proceed with RMA address and detail entry - OR - you can wait for the automation decision before proceeding (recommended):

Wait for Decision.png

 

Log file analysis will be provided, and it will include recommended action as proposed by the automation - in this case, the system is recommending Unassisted RMA, which will automatically submit the RMA, and the RMA # will be provided as well through the Guided Flow, which you can open and review by selecting the hyperlink:

Picture38.png