How to contact AppDynamics Support and manage existing cases with Cisco Support Case Manager (SCM)

[Ryan.Paredez]

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

Table of Contents  

Case opening	How do I open a case with AppDynamics Support?  Case Opening when there is one subscription associated with a user   Case Opening when there are multiple subscriptions associated with a user (ex: Partner)
Updating and managing my case	Updating a case Upload an attachment to a case How can I request to close a case How to reopen a closed case and validity Is there an easy way to manage my cases? Do you have a bot or assistant to help manage cases?
Not getting case notifications	Why am I not getting Support Case notifications/emails?
Search for a case	Search for a case
Case Satisfaction	Case Satisfaction
Case Severity	Case Severity
Video Tutorials	How to open a support case How to navigate and view filed support cases

How do I open a case with AppDynamics Support?  

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. 

Case Open:  When there is only one AppDynamics Subscription associated with the User (most cases) 

1. Navigate to the AppDynamics Portal Link to the Support section (see Figure 1) and click the link “Open a new ticket”.  
   

    Figure 1 

2. You will be taken directly to the “Describe problem page” where you will be prompted to enter details of the incident reported (Figure 2). Proceed to select a pre-set sub technology by clicking the “Manually Select a Technology” button.  
   

   Figure 2

3. Choose the Technology that most closely relates to the issue and click the “Select” button.

   Figure 3 
4. After you submit the case, the system asks if you’d like to receive e-mail updates with details of the ticket, choose to opt in our out (Figure 4). 

Figure 4 

 Case Open when there are multiple subscriptions associated with a user 

1. Follow the same steps as in the “Case Opening procedure with one subscription associated with a user”, by going to the AppDynamics Portal Link to Support (see Figure 1) and clicking the link to “OPEN SUPPORT TICKETS”.  
2. If there are multiple subscriptions associated with your account, choose the correct subscription number from the menu (Figure 5) then click the “Next” button.

   Figure 5 

3. SCM detects you being associated with AppDynamics only and reduces the Tech and Sub-Tech to AppDynamics choices (Figure 3).         
4. After you submit the case and if opting for such, the system automatically sends an e-mail with details of the ticket, pointing to the newly opened case in SCM for case management (Figure 4).  

Updating a case  

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 

 Upload an attachment to a case   

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 

How can I request to close a case?

You can close a case yourself in two different ways: 

1. Manually

• Go to 'CASE SUMMARY'
• Edit
  
• Describe how the case was resolved (optional)
  
• Case status updates to "Close Pending / Customer Requested Closure"
  

   

2. With the Support Assistant

• From the Support Assistant type 'close the case (insert case number)'
• The Support Team will close the case

How to reopen a closed case and validity

You can reopen a closed case in two different ways:

1. Manually

• From Support Case Manager
• Check closed cases
• Apply filters
• Select the case
• Click reopen on the top right corner
  

2. With the Support Assistant 

• From the Support Assistant type 'reopen the case (insert case number)'
• A case can be reopened only for two weeks after the close date
• If a case is outside the two-week window, it is recommended to open a new case

Is there an easy way to manage my cases? Do you have a bot or assistant to help manage cases? 

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.

Why am I not getting Support Case notifications/emails?

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.

Understanding Case Notifications:

• Case Notifications On: You will receive email updates about the case.
• Case Notifications Off: You will not receive email updates.
  In this scenario, you need to check the Support Case Manager for updates:
  • Go to Support Case Manager
  • Navigate to Individual case details -> Notes section
  • Alternatively, by using our Cisco Support Assistant bot.

How to Enable Notifications

1. Global Configuration:

• Go to SCM -> Settings (Gear icon in the top right corner)
• Note: Global notifications settings have Case Notifications turned off by default. We recommended customers to set this to On at global level.

2. Per-Case Basis:

• You can also enable notifications on a per-case basis during case creation.

Different Case Opening Paths

From Account Portal:

• Opening a case from the Account Portal -> Open new ticket will set the case notifications to "On."

From Support Case Manager:

• Opening a case from the Support Case Manager -> Open a new case will respect the global notifications settings mentioned above
• Via appd-support@cisco.com -> Case notifications will be "Off" . This does not respect global settings from SCM.

Adjusting Notifications After Case Creation

You can always turn case notifications on/off after opening the case and before the case closure:

• Navigate to Support Case Manager
• Scroll down to Case Notifications and click "Edit."
• You can also request the support engineers to enable/disable the case notifications by responding to the case, and they will do it for you.

Search for a case 

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 and press enter.   

Figure 8 

 Case Satisfaction 

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 

Case severity 

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:  

• All open tickets will be migrated to the new system (you will receive a notification with the new case ID). 
• All tickets closed on or later than May 14th will be available in the new system (you will receive a notification with the new case ID). 
  
  

 Email case open transition to Cisco email domain 

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. 

Video Tutorials

How to open a support case

How to navigate and view filed support cases

[Dhal.Chou]

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.

[Mukesh.Singh]

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 ?

[Kathryn.Green]

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

[Dhal.Chou]

@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

[Kathryn.Green]

@Dhal.Chou 

Awesome!

Thanks for checking and confirming - gives me the answer I was looking for as well then.  Great joint effort

[Regina.Moore]

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.