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:
Enter impacted Serial Number:
Select the actual impacted product from the dropdown list provided, if it varies from the product that the entered Serial Number represents:
Enter case "title" to include details describing the issue:
Enter problem description, and choose impacted Technology from suggested list OR manually select technology:
Select "Virtual Space" as contact preference:
Complete the remaining items on the case, then select "Submit":
The Guided Flow will automatically initiate once the case is submitted:
Select the impacted Module from the provided list, and then select the Type next:
Select the Server Type from the provided list, and then select next:
Select the Failed Component from the provided list, and then select continue:
Upload Server Log files either by dragging and dropping or browsing for files:
Upload UCSM Log files either by dragging and dropping or browsing for files, and submit this as well:
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):
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:
