Seeking Feedback on Information/Data for Cisco Support

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I’m working with a team exploring ways to improve your TAC Support experience. Several questions have come up that we would like customer/partner feedback on. Here’s the first one:
1. What data or information are you asked for repeatedly when working TAC cases that you wish Cisco would remember?
For each piece of data or information:
1a. Is that data or information specific to you (i.e. your id) or shared by your group (i.e. a topology) or everyone at your company (i.e. company size)
1b. How frequently does the data or information change?
I look forward to you input.
Best,
--Mary

I would agree with Leo on this as well, but one thing to add. Based on the contract number it should show the installed site and the address where that piece of equipment is located. I try and keep that updated for all our equipment for that reason. Like Leo suggested, rather than TAC asking for the ship to information, it should just confirm the ship to address. I know that may seem minor but I don't remember all my locations addresses and if I am out of the office when TAC asks for the information it just delays the whole situation.
Something maybe to add.....If we could store say a parts list (like a Show Inventory output) for all of our equipment under our contracts that might also help TAC better understand what the setup is much quicker. Then with that information Cisco could use it to more accurately stage inventory for different regions.
One more thing...... TAC does a great job and keep up the great work.
Mike

Similar Messages

Seeking Feedback on Inforation/Data for Cisco Support (crosspost)

I’m working with a team exploring ways to improve your TAC Support experience. Several questions have come up that we would like customer/partner feedback on. Here’s the first one:
1. What data or information are you asked for repeatedly when working TAC cases that you wish Cisco would remember?
For each piece of data or information:
1a. Is that data or information specific to you (i.e. your id) or shared by your group (i.e. a topology) or everyone at your company (i.e. company size)
1b. How frequently does the data or information change?
I look forward to your input.
Best,
--Mary
[Cross posted from Cisco Cafe Community]

I would agree with Leo on this as well, but one thing to add. Based on the contract number it should show the installed site and the address where that piece of equipment is located. I try and keep that updated for all our equipment for that reason. Like Leo suggested, rather than TAC asking for the ship to information, it should just confirm the ship to address. I know that may seem minor but I don't remember all my locations addresses and if I am out of the office when TAC asks for the information it just delays the whole situation.
Something maybe to add.....If we could store say a parts list (like a Show Inventory output) for all of our equipment under our contracts that might also help TAC better understand what the setup is much quicker. Then with that information Cisco could use it to more accurately stage inventory for different regions.
One more thing...... TAC does a great job and keep up the great work.
Mike

How to Get Missing Dates for Each Support Ticket In My Query?

Hello -
I'm really baffled as to how to get missing dates for each support ticket in my query. I did a search for this and found several CTE's however they only provide ways to find missing dates in a date table rather than missing dates for another column
in a table. Let me explain a bit further here -
I have a query which has a list of support tickets for the month of January. Each support ticket is supposed to be updated daily by a support rep, however that isn't happening so the business wants to know for each ticket which dates have NOT been
updated. So, for example, I might have support ticket 44BS which was updated on 2014-01-01, 2014-01-05, 2014-01-07. Each time the ticket is updated a new row is inserted into the table. I need a query which will return the missing dates per
each support ticket.
I should also add that I DO NOT have any sort of admin nor write permissions to the database...none at all. My team has tried and they won't give 'em. So proposing a function or storable solution will not work. I'm stuck with doing everything
in a query.
I'll try and provide some sample data as an example -
CREATE TABLE #Tickets
TicketNo VARCHAR(4)
,DateUpdated DATE
INSERT INTO #Tickets VALUES ('44BS', '2014-01-01')
INSERT INTO #Tickets VALUES ('44BS', '2014-01-05')
INSERT INTO #Tickets VALUES ('44BS', '2014-01-07')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-03')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-09')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-11')
So for ticket 44BS, I need to return the missing dates between January 1st and January 5th, again between January 5th and January 7th. A set-based solution would be best.
I'm sure this is easier than i'm making it. However, after playing around for a couple of hours my head hurts and I need sleep. If anyone can help, you'd be a job-saver :)
Thanks!!

CREATE TABLE #Tickets (
TicketNo VARCHAR(4)
,DateUpdated DATETIME
GO
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-01'
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-05'
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-07'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-03'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-09'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-11'
GO
GO
SELECT *
FROM #Tickets
GO
GO
CREATE TABLE #tempDist (
NRow INT
,TicketNo VARCHAR(4)
,MinDate DATETIME
,MaxDate DATETIME
GO
CREATE TABLE #tempUnUserdDate (
TicketNo VARCHAR(4)
,MissDate DATETIME
GO
INSERT INTO #tempDist
SELECT Row_Number() OVER (
ORDER BY TicketNo
) AS NROw
,TicketNo
,Min(DateUpdated) AS MinDate
,MAx(DateUpdated) AS MaxDate
FROM #Tickets
GROUP BY TicketNo
SELECT *
FROM #tempDist
GO
-- Get the number of rows in the looping table
DECLARE @RowCount INT
SET @RowCount = (
SELECT COUNT(TicketNo)
FROM #tempDist
-- Declare an iterator
DECLARE @I INT
-- Initialize the iterator
SET @I = 1
-- Loop through the rows of a table @myTable
WHILE (@I <= @RowCount)
BEGIN
-- Declare variables to hold the data which we get after looping each record
DECLARE @MyDate DATETIME
DECLARE @TicketNo VARCHAR(50)
,@MinDate DATETIME
,@MaxDate DATETIME
-- Get the data from table and set to variables
SELECT @TicketNo = TicketNo
,@MinDate = MinDate
,@MaxDate = MaxDate
FROM #tempDist
WHERE NRow = @I
SET @MyDate = @MinDate
WHILE @MaxDate > @MyDate
BEGIN
IF NOT EXISTS (
SELECT *
FROM #Tickets
WHERE TicketNo = @TicketNo
AND DateUpdated = @MyDate
BEGIN
INSERT INTO #tempUnUserdDate
VALUES (
@TicketNo
,@MyDate
END
SET @MyDate = dateadd(d, 1, @MyDate)
END
SET @I = @I + 1
END
GO
SELECT *
FROM #tempUnUserdDate
GO
GO
DROP TABLE #tickets
GO
DROP TABLE #tempDist
GO
DROP TABLE #tempUnUserdDate
Thanks,
Shridhar J Joshi
<If the post was helpful mark as 'Helpful' and if the post answered your query, mark as 'Answered'>

Unable to enter "QA OK date" for any Support Notification

Hi ,
We are not able to enter "QA OK date" for any Support Notification in solution manager.
Recently we have migrated the instance from Windows to HPUX. After the migration this problem occurring.
Any idea?
Regards
Santanu

Hello,
If the code you need to enter are numbers, you need to press the "function" key first (in the bottom left corner of the keyboard).
Hope this helps.
Regards.
C3-00 V 08.63 25-03-11 RM-614 Variant: 00.00

New Gmail Gadget for Cisco Support Community

All,
We've just released a new, free Gmail gadget that brings our community discussions contextually next to your Gmail conversations.
Pls give it a shot & send us your feedback!
For more information, see:
https://supportforums.cisco.com/community/netpro/idea-center/csc-community-news/blog/2012/12/03/cisco-support-community-releases-gmail-gadget-for-google-apps-for-business
Thanks!
Tom Yoritaka, Cisco Support Community

OK I tired this looks like it works on Unity Connect 8.5 Not quite a complete solution. The media player does not always play the message all the way thru, sometimes it wont play the entire messate. I want to know in what method is the password encrypted or stored. I think it has potential but not quite ready for Enterprise

*New Dates For* Upcoming Support Webinars & Info About Support

Dear Oracle Primavera Customers:
As of November 2009, the Oracle Primavera software support team has completed the migration and integration to Oracle Global Customer Support. This is an exciting time for the support organization, as we will now utilize and leverage the same tools and resources. Additionally, our clients will have one centralized location when contacting the support organization. We are sending this message to provide a brief reminder of how you can contact Oracle Support and where to go if you have questions.
Contacting Support
Please use your Oracle Support Identifier (SI) to contact Oracle Support either via the My Oracle Support portal or by telephone:
- [My Oracle Support |https://support.oracle.com/CSP/ui/flash.html]
- [Global Support Phone Numbers|http://www.oracle.com/support/contact.html]
Support Identifiers were sent to directly supported customers in October 2009. If you misplaced your SI or never received one, please call the [Oracle Support hotline|http://www.oracle.com/support/contact.html] .
If you contact Oracle Support by telephone, please note that Oracle's Customer Care team will take the call. The Customer Care team handles initial logging of all issues received by telephone, local language support and translation, exception handling, and handling of all non-technical questions and issues. The Customer Care team is available to handle all questions related to a customer's Support Identifier (SI) and can walk through the My Oracle Support registration process and logging of a new Service Request (SR), if needed.
Technical Service Requests logged by customers either directly via My Oracle Support or via the Customer Care team will be automatically routed to the appropriate Primavera Support Engineer for technical issue triage, analysis, and resolution. Once your request is assigned to an Engineer, you can speak directly to the Engineer regarding the status of your request by calling the [Oracle Support hotline |http://www.oracle.com/support/contact.html] and entering your service request number. Doing so will transfer your call directly to the Engineer working on your request.
Need Help?
•Please plan to attend one of our upcoming live Support webinars. This webinar will review the information you need to work effectively with Oracle Global Customer Support. Below are the details for both the conference call and web conference for the webinars in late March and on April 1, 2010.
[Primavera Webinar Conference Call Dial In Information |https://strtc.oracle.com/imtapp/app/imtdocvw.jsp?did=10274761&docToken=ZGlkPTEwMjc0NzYxJm1JRD02NDk3NDYyJmlzQ29udmVydGVkPXRydWUmaXNBcmNoaXZlPWZhbHNl]
Pass code for the web conference and conference call is Primavera
Web conference link is below each session date/time
Tuesday, March 30, 2010 11AM US Eastern Time
[https://strtc.oracle.com/imtapp/app/sch_mtg_details.uix?mID=6497462]
Wednesday, March 31, 2010 2PM US Eastern Time
[https://strtc.oracle.com/imtapp/app/sch_mtg_details.uix?mID=6497477]
Thursday, April 1, 2010 11AM US Eastern Time
[https://strtc.oracle.com/imtapp/app/sch_mtg_details.uix?mID=6497485]
- For questions about your Support Identifier (SI), issues with My Oracle Support and/or questions about how to use My Oracle Support, please contact Oracle Support Customer Care by calling the [Oracle Support Hotline|http://www.oracle.com/support/contact.html] .
- For questions about Oracle support processes, systems, the support model and/or training on My Oracle Support, please visit the [Primavera Welcome Center on My Oracle Support|https://support.oracle.com/CSP/main/article?cmd=show&type=NOT&id=888813.1] .
We look forward to speaking with you at an upcoming Support webinar and assisting you with your continued success with Oracle Primavera applications.
Regards,
Oracle Primavera Customer Support

CREATE TABLE #Tickets (
TicketNo VARCHAR(4)
,DateUpdated DATETIME
GO
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-01'
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-05'
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-07'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-03'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-09'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-11'
GO
GO
SELECT *
FROM #Tickets
GO
GO
CREATE TABLE #tempDist (
NRow INT
,TicketNo VARCHAR(4)
,MinDate DATETIME
,MaxDate DATETIME
GO
CREATE TABLE #tempUnUserdDate (
TicketNo VARCHAR(4)
,MissDate DATETIME
GO
INSERT INTO #tempDist
SELECT Row_Number() OVER (
ORDER BY TicketNo
) AS NROw
,TicketNo
,Min(DateUpdated) AS MinDate
,MAx(DateUpdated) AS MaxDate
FROM #Tickets
GROUP BY TicketNo
SELECT *
FROM #tempDist
GO
-- Get the number of rows in the looping table
DECLARE @RowCount INT
SET @RowCount = (
SELECT COUNT(TicketNo)
FROM #tempDist
-- Declare an iterator
DECLARE @I INT
-- Initialize the iterator
SET @I = 1
-- Loop through the rows of a table @myTable
WHILE (@I <= @RowCount)
BEGIN
-- Declare variables to hold the data which we get after looping each record
DECLARE @MyDate DATETIME
DECLARE @TicketNo VARCHAR(50)
,@MinDate DATETIME
,@MaxDate DATETIME
-- Get the data from table and set to variables
SELECT @TicketNo = TicketNo
,@MinDate = MinDate
,@MaxDate = MaxDate
FROM #tempDist
WHERE NRow = @I
SET @MyDate = @MinDate
WHILE @MaxDate > @MyDate
BEGIN
IF NOT EXISTS (
SELECT *
FROM #Tickets
WHERE TicketNo = @TicketNo
AND DateUpdated = @MyDate
BEGIN
INSERT INTO #tempUnUserdDate
VALUES (
@TicketNo
,@MyDate
END
SET @MyDate = dateadd(d, 1, @MyDate)
END
SET @I = @I + 1
END
GO
SELECT *
FROM #tempUnUserdDate
GO
GO
DROP TABLE #tickets
GO
DROP TABLE #tempDist
GO
DROP TABLE #tempUnUserdDate
Thanks,
Shridhar J Joshi
<If the post was helpful mark as 'Helpful' and if the post answered your query, mark as 'Answered'>

Launch date for Cisco SB Switches

Hi,
I need the launch date for the following products:
Cisco SB SG200
Cisco SB SG300
Can anyone provide such information?
Thanks,
Tiziana
p.s. I am opening a new discussion as I marked my previous one as correct answer by mistake and I cannot edit it.

The earliest firmware version available for these switches were released 21-SEP-2010 for the SG300-28 and 25-JAN-2011 for the SG200-26 so these should be close to their release date one would think. Why do you want to know when they were released?

Launch date for Cisco Switches

Hi,
I need the launch date for the following products:
Cisco SB SG200
Cisco SB SG300
Can anyone provide such information?
Thanks,
Tiziana

Wrong forum, post in "Small Business switches". You can move your posting with the Actions panel on the right.

End Date for SAPTechnical Support - BW 3.5

Hi
We have a installation of BW 3.5, does anybody know until what date SAP offer Technical Support for this version of BW 3.5??
This mean, for example: SAP will offer only support (by service.sap.com) until next year, etc.
I donu2019t know exactly where can I check this information.
Can anybody help me?
Thanks in advance.
Al

BW 3.5 si a part of SAP NetWeaver 2004 (SAP NetWeaver 04).
Its mainstream maintenance finished already on 31.03.2010. However it will be still supported till end of 31.03.2013 within extended maintenance.
Always check thsi on following link of Product Availability Matrix:
http://service.sap.com/pam

End date for support of Solaris 2.5.1

Is there anywhere that the end date for patch support for 2.5.1 can be found? A link would be most appreciated.

www.sunsolve.sun.com
is the site where u will get all patch updates detail
cheers
Dhruva

We are in urgent need of the end of support date for Firefox 3.6. I have been unable to find this information anywhere. Can someone please provide the date, or a link to the location on the Mozilla web site for lifecycle dates?

We are currently supporting an older application which will no longer be patched for future browser releases. We need the end of support date, so we can plan accordingly. Any assistance is truly appreciated.

Hi Tony, and thanks for the reply. I was hoping that might be the case.
Does Mozilla not publish lifecycle dates for Firefox? The reason I am inquiring further, is that our intention is to have upgraded the product we are currently running by late August of next year. I was trying to determine if 3.6 would be supported through August of 2012. I probably should have been more specific with my initial post.

Android tablets supported for Cisco Jabber for Android 10.5 ?

Exist a list with tablets support for this realease ?
In release notes only include smartphones.
Anoher question, is about version android client, in google play exits a old version, but not 10.5, any reason for this ?
Thanks in advance.

The tab listed for support is " Google Nexus 10 (Android OS 4.4.x) ". Please refer to the following link for more information;
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/10_5/CJAB_BK_D6497E98_00_deployment-installation-guide-ciscojabber/CJAB_BK_D6497E98_00_deployment-installation-guide-ciscojabber_chapter_011.html#CJAB_RF_D3CF90B1_00
Quoting the following link; https://play.google.com/store/apps/details?id=com.cisco.im&hl=en ;we have got the J4A 10.5 listed on the playstore.
- please rate if this helps.

A list of supported Android Phones for Cisco Jabber Client.

Hi there,
I opened a discussion before about the Cisco Jabber Client for Android phones.
This product from Cisco is only official support bij a several mobile Android telephones. (very poor)
As everyone knows is that the mobile market is continious in development. Since a half year the official support phone list is still the same, but a lot of new Adroid phones are now on the market.
It's even so worse that some of the Cisco supported phones, are not available anymore in the market.
- Samsung Galaxy S2 becomes a Samsung Galaxy S3
- Samsung Galaxy TAB is still there
- Samsung Galaxy S (are not available anymore) The S1 or S Plus are now becoming the Samsung Galaxy S Advanced.
At what are the alternatives?
Still the list on the documentation is out-dated.
See:
Samsung Galaxy S International (GT-I9000) with Android operating system (OS) Version 2.2.1 or 2.3
Samsung Galaxy Tab International (GT-P1000) with Android 2.2.1 or 2.3
Samsung Galaxy S II (AT&T) with Android 2.3
To use Cisco Jabber for Android on the Samsung Galaxy S device, it is important that you upgrade your handset OS to Android Version 2.2.1 or 2.3. See the manufacturer/carrier site for more information about how to update the OS on your device. Minor voice quality issues may be experienced depending on the device used.
So hopefully Cisco is still working on the Cisco Jabber solution, and a lot of mobile Android phones will be supported so the road to success will be open.
Hopefully someone can help me to list of tested and supported phones (Official bij Cisco)
Kind regards,
Edgar

The official list of tested Android phones is what you've already discovered. With the next release of Cisco Jabber for Android, I'm sure it will be updated.
While the official list of what we tested is short, the client will work on many Android devices and TAC will provide support if you run into technical issues; provided the issue is with the Cisco Jabber client itself, and not with the OS of the manufacturer.
If there is a specific Android phone you are looking to have officially tested by Cisco, PM me with that information and I'll work with you to see what we can do to get it added.

Ho to know Cisco warranty start/due date for my items by serial number?

Hi All,
How do I find Cisco warranty strart/due date for a purchased Catalyst 3560 series switch by serial number?
Many thanks for your answers.
Moss

Hello Moss,
First, you'll need a CCO account to login.
Then go to Tools & resources.
http://www.cisco.com/c/en/us/support/web/tools-catalog.html
Click on Device Coverage checker at the top and you'll be asked to enter the serial number of the device you are trying to verify.
It will verify if the device is covered and the expiration date.
Here is a link that gives a little info on device checker.
https://cway.cisco.com/docs/SNChecker/1.6.0/coverage-checker-getting-started/coverage-checker-getting-started.htm
Hope this helps,
if so, please rate...

Are the SG500P SMB switchs supported for Cisco Network Assistant?

Hi, we need to enroll some SG500-28P switches to a CNA? Is this possible? I suppose that CDP feature allow this. Actually, i have installed CNA Ver. 6.0. Thanks in advance.

Hello Fernando,
Thank you for visiting the Cisco Support Community!
Here is a list of all the devices supported by the Cisco Network Assistant for the 6.0 version and later. Many of the 500 series switches, including the SG500-28P Managed Switch, are supported by the CNA. This page will also give you any additional information you may need such as the features of the CNA 6.0 version, any system requirements, and more.
If this post was helpful, please remember to mark this question as resolved to help others in the community! If you have any further questions, please do not hesitate to ask!
Best,
LP

Seeking Feedback on Information/Data for Cisco Support

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