cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements

Welcome to the Smart Net Total Care Community!

Our community includes Cisco experts to answer your questions about the Smart Net Total Care (SNTC) portal and CSP-Collector.
Click the navigation links below to access materials for using our service and supported collectors.

508
Views
0
Helpful
3
Replies
Highlighted
Beginner

validation opening a TAC case

Hi Team,

I have question regarding opening tace case not by portal but by the email to tac@cisco.com.

What is verified by Cisco team if the case can be open ? If someone outside the company can open the case for the serial number belong to other company ? If Cisco ID or Bill to ID is verifed ?

We have one situation that someone outside our company open such case and TAC team provide an RMA for that. How can we avoid such situations ? Any idea ?

Thanks,

3 REPLIES 3
Highlighted
VIP Mentor

Hi the serial numbers should

Hi the serial numbers should be tied to a contract tied to bill to ID tied to the persons CCO which is bound to the company name for a TAC case to be open those parameters have to be met , you need to remove that person from your company profile so they cant open cases under your serial ids anymore , most companys do this when you leave for that reason

Highlighted
Beginner

Yes, but we have situation

Yes, but we have situation that someone external (not included in our company) create a RMA warranty case for Our bill to ID so return of faulty unit was notified to us.  I don't know why someone from TAC can open a case withotut checking the cco user. Can we verify that somehow ?

Highlighted
VIP Mentor

Yes raise it with your Cisco

Yes raise it with your Cisco account manager they can check it internally or ring it into TAC and explain whats happened get a history of exactly whats been opened in last couple of months for that contract ID and the users that opened them

CreatePlease to create content
Right-rail
Navigation
Be sure to bookmark these support pages and use them in the future to find all the self-help information.
Helpful Links