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05-22-2024 11:00 AM - edited 06-12-2024 09:19 AM
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.
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:
Case opening and updating |
|
Search for a case |
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Case Satisfaction |
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Case Severity |
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Video Tutorials |
First, make sure that you have access to Cisco SCM by having a valid Cisco.com account. If you were part of the migration this should have been done automatically for you. If still you need to request a Cisco.com account, please refer to the earlier communication about User Identity changes found here.
Make your way to the AppDynamics portal on appdynamics.com/support. When you log in to the AppDynamics portal you will be automatically redirected to Cisco SCM.
Figure 1
Figure 2
Choose the Technology that most closely relates to the issue and click the “Select” button.
Figure 3
Figure 4
Case Open when there are multiple subscriptions associated with a user
Figure 5
Go to the SCM start page, where under “Cases”, you pick “My Cases” (Figure 6) and select the case that needs updating. Here you edit your case and make sure to save the changes before exiting.
Figure 6
If you need to upload and attach a file to a case, you can do so when opening a “new case”, or by going to an “existing case”. When opening a new case, you’re prompted to upload an attachment when the case has been submitted. For an existing case, navigate to the “My Cases” view as seen in Figure 6. In the right corner press the “Add File” (Figure 7) button, upload the file and save.
Figure 7
To view an open or migrated case in SCM, navigate to the “Create and Manage Support cases”-view. There you type in the Case ID number (either new or old case ID) in the Search-field (Figure
Figure 8
After migrating to Cisco SCM, at case closure, you will be provided an industry standard 10-point scale and asked to choose a value to reflect satisfaction on support of the case.
Figure 9
In conjunction with the migration to Cisco SCM, AppDynamics customers will be making use of the Case severity definition as determined by Cisco in the table below.
Case Severity |
Description |
Severity 1 (S1) |
Critical impact on the customer’s business operations. Cisco’s hardware, software, or as a service product is down. |
Severity 2 (S2) |
Substantial impact on the customer’s business operations. Cisco hardware, software, or as a service product is degraded. |
Severity 3 (S3) |
Minimal impact on the customer’s business operations. Cisco hardware, software, or as a service product is partially degraded. |
Severity 4 (S4) |
No impact on the customer’s business operations. The customer requests information about features, implementation, or configuration for Cisco’s hardware, software, or as a service product. |
Note! Post migration, some functions will be limited. These include:
Additionally, starting June 3, we will transition to using a Cisco email address (appd-support@cisco.com) for opening AppDynamics cases via email.
Thank you for your cooperation and understanding during this transition period. We're committed to providing you with the best possible support experience, and we believe this migration will contribute to achieving that goal.
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