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First, ensure you can access Cisco SCM with a valid Cisco.com account. If you were part of the migration this should have been done automatically. If you still 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 4
Figure 5
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:
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:
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