We're excited to announce that AppDynamics is transitioning our Support case handling system to Cisco Support Case Manager (SCM), enhancing your support experience with a standardized approach across all Cisco products. This migration is scheduled to take place on June 14th. As the transition date approaches, you will notice banners appearing in both the AppDynamics Admin Portal and on our help website (www.appdynamics.com/support). These banner notifications will keep you informed about the change and notify you once the transition has been completed.
Access 1-Year Historical AppDynamics Support Case Data
On October 3, 2024, 1-year historical AppDynamics support case data will be accessible through Cisco Support Case Manager (SCM).
This update will allow users to view all closed cases from Zendesk, dating between June 14, 2023, and June 14, 2024, directly in SCM. Please be aware that access to certain cases may be restricted to the individual who originally opened the case. We apologize for any inconvenience this may cause and want to assure you that Cisco is actively working to address these limitations.
Temporary Work-Around
On June 14, AppDynamics transitioned to Cisco Support Case Manager (SCM) for case creation and management. Since the migration, we have become aware that some customers are experiencing difficulties accessing SCM to create/view cases. We sincerely apologize for any inconvenience this may have caused and want to assure you that Cisco is working diligently to resolve these issues as quickly as possible.
As a temporary workaround, beginning Saturday, August 17th, users who have encountered errors when attempting to open cases will be able to bypass these errors and proceed with case creation. Please note that for cases created using this workaround, only the user who initiates the case will have access to view it in SCM. If you need to share the visibility of these cases with others in your organization, please ensure that they are included in the CC list when creating the case. Please note that visibility is restricted to email communications only for data privacy and security.
If you continue to experience issues with SCM, or if you have any other concerns, please do not hesitate to contact us at appd-support@cisco.com for further assistance.
What does this mean for you?
AppDynamics will notify you once your profile and support cases have been successfully migrated, allowing you to seamlessly access your support cases in SCM. Until the migration is complete, you will continue to have access to your cases through the current AppDynamics case-handling tool. Access to the new SCM platform requires that your profile is migrated to the "Cisco User Identity," a process that will be automatically handled for you. For more information on the "Cisco User Identity" changes, please refer to the communication sent via email and published on the AppDynamics Community located here.
Key points to remember:
- You will still be able to open cases from the portal and website, although the interface will undergo a visual update
- You will need a Cisco.com account to access SCM
- Your open cases and up to 1-year of closed cases will be seamlessly migrated to the new system
Additional Resources
