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05-22-2024 11:00 AM - edited 10-30-2024 01:53 PM
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.
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.
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.
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 |
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Updating and managing my case |
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Not getting case notifications |
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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
You can close a case yourself in two different ways:
You can reopen a closed case in two different ways:
Yes, we have a Support Assistant bot!
In the bot's own words:
Hello! I can help you get case, bug, RMA details and connect with Cisco TAC. Simply enter the case number as shown in the examples below and get the latest case summary.
612345678 - Cisco TAC case
00123456 - Duo support case
S CS 0001234 - ThousandEyes support case
1234567 - Umbrella support case
You can converse with me in English language or use commands. Currently, I can't open new cases or answer technical questions.
• my cases
• what is the status of (case number or bug number or rma number or bems number)
You can ask me to perform the following tasks:
• connect with engineer (case number)
• create a virtual space (case number)
• create an internal space
• request an update for (case number)
• update the case (case number)
• add participant (email address)
• raise severity (case number)
• requeue (case number)
• escalate (case number)
• close the case (case number)
• reopen the case (case number)
• update case summary (case number)
• show tac dm schedule
• show cap dm schedule
You can mark a case as a favorite and get automatic notifications when the case summary (Problem Description, Current Status, and Action Plan) gets updated:
• favorite (case number)
• list favorites
• status favorites
You can ask me to connect to support teams:
• connect to duo
I can help you manage cases that are opened from Cisco.com Support Case Manager. Currently, I can't open new cases or answer technical questions. Type "/list commands" to get a list of command requests and find details of supported features using the documentation and demo videos.
Often, case notifications are turned off because users miss setting Case Notifications to "On" while opening a case. As the case creator, you have the ability to enable/disable notifications from the Support Case Manager (SCM) user interface. Enabling notifications ensures that our support engineers' responses are also received via email.
1. Global Configuration:
2. Per-Case Basis:
From Support Case Manager:
You can always turn case notifications on/off after opening the case and before the case closure:
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.
In the past, we could look at organizations to see the questions asked by members of the organization.
I would like to ask how we can track the questions sent by organization members now.
Thanks.
Regards,
Dhal.
Post this migration our existing SAML-based identity federation through our organization's identity provider doesn't work for users. Is their any plan to integration IdP with SCM for SSO login ?
Upvote to Dhal's question re being able to see questions raised by members of our organisation?
@Dhal.Chou - There are tabs for My Cases and All Cases:
For myself under All Cases I'm only seeing my own tickets but it is possible that I'm the only one that has raised a ticket in the past 90 days and that the tickets from other organisation members, being older than that, weren't migrated. Are you able to confirm that All Cases doesn't show tickets from other members of your organisation?
Kind Regards,
Kat
@Kathryn.Green
Thanks for your reply!
I adjusted the time range to 90 days in all cases and checked all status cases, and I saw the case questions asked by my colleagues in the organization.
thank you very much
Dhal
Awesome!
Thanks for checking and confirming - gives me the answer I was looking for as well then. Great joint effort
FYI on the migrated cases, we migrated 30 days of data from May 14th on, so if you put in a range of 90 days, you'll still only be able to see 30 days (well from May 14th) of data for now.
@Mukesh.Singh for SSO/Federated customers, you'll still be able to log in using SSO to the AppD Portal, but since Cisco support tools require a CCO ID, Federated customers will need to go through the same process to get a CCO ID and then when you need to open a case you'll need to log in with that CCO ID. If your company is having challenges, please 1:1 me at regmoore@cisco.com and we'll get you some support.
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