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Welcome to the Smart Call Home Community!

Our online forum for Smart Call Home customers to share, learn, and collaborate on Smart Call Home related topics. We encourage you to ask questions of Cisco experts, start a discussion, or share ideas and insight.

Smart Call Home enabled devices perform proactive diagnostics on their own components to provide real-time alerts and remediation advice when an issue is detected. An embedded support feature available on a broad range of Cisco products, it is provided at no additional cost with an active Smart Net Total Care Service, SP Base, Unified Computing Support Service, or Mission Critical Support Service contract for the designated products.

This Community will provide you with an overview about Cisco Smart Call Home features and how these features are embedded in a wide range of Cisco products to help your network. Smart Call Home provides higher network availability and support service quality.

Smart Call Home Portal Performance

On We are currently experiencing performance issues with accessing and operations of the Small Call Home portal. Users are being dropped from the portal. Our team is working to resolve this issue as quickly as possible. We apologize for any inconvenience this is creating.

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abhigup
Cisco Employee

Auto TAC case creation - how to deal with vacations

Hello experts,

I have a customer who has configured smart call home on their devices and set it up to auto-create TAC service requests. The TAC service request is created with their main admin as the contact. However, recently they had a case get auto-created while he was on vacation. So the TAC SR got created, but TAC could not reach the contact and so the case got closed with no action till he came back from vacation. No one else even knew the issue had happened.

They are asking how we recommend dealing with scenarios like this. Is there a best practice around how to set up Smart Call Home to deal with contacts being on vacation?

Thanks,

Abhi

1 ACCEPTED SOLUTION

Accepted Solutions
Bryan Williams
Beginner

Thanks Abhi,

There are two options to deal with this scenario.

First option, the administrator can change the SR contact before departing. If all devices have the same SR contact, select all of the devices on the Registered Devices screen and use the Edit Device Preferences button at the bottom of the list to change the SR contact for all of the devices at once. The same thing can be accomplished using the Device Groups feature to target a pre-defined set of devices if groups of devices have different SR contacts.

Second option, Smart Call Home can notify an alternate admin that a Service Request was created. Smart Call Home can send regular notifications to multiple registered users or email addresses. Even when a Service Request is not raised by Smart Call Home, the notification will contain recommendations for troubleshooting and resolving an issue. When a Service Request is raised, the notification will also contain the Service Request Number that TAC uses to identify the associated case. An alternate administrator can contact TAC with that Service Request Number to work on the case until the primary administrator returns.

View solution in original post

1 REPLY 1
Bryan Williams
Beginner

Thanks Abhi,

There are two options to deal with this scenario.

First option, the administrator can change the SR contact before departing. If all devices have the same SR contact, select all of the devices on the Registered Devices screen and use the Edit Device Preferences button at the bottom of the list to change the SR contact for all of the devices at once. The same thing can be accomplished using the Device Groups feature to target a pre-defined set of devices if groups of devices have different SR contacts.

Second option, Smart Call Home can notify an alternate admin that a Service Request was created. Smart Call Home can send regular notifications to multiple registered users or email addresses. Even when a Service Request is not raised by Smart Call Home, the notification will contain recommendations for troubleshooting and resolving an issue. When a Service Request is raised, the notification will also contain the Service Request Number that TAC uses to identify the associated case. An alternate administrator can contact TAC with that Service Request Number to work on the case until the primary administrator returns.

View solution in original post

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