TAC SRs Initiation Best PracticesA non-exhaustive list to serve as a Best Practices reference for Cisco customers before/while opening TAC Cases

3 I’s to Customer Success

1. Issue Identification and Definition2. Issue Detailing3. Issue Prioritization

Issue Identification and Definition

• Not only important to provide information to TAC engineer for troubleshooting, but equally important to be able to reach through a TAC engineer timely and hence get a prompt response as needed.

• Identify the category (start with a high level) to define the issue and keep breaking down till we know the root problem.

• Simple logic:– Identify issue -> Define issue -> get TAC to help

• Try to close-in on the issue as much as possible and have the information upfront while opening the service request and document it as specific as possible.

• From the results of the above, ensure to choose the appropriate attributes (technology and sub-technology) while opening a case to avoid any misrouting delays.

• For instance, if the issue is on a distributed platform, on a specific line card, try to fill in information based on actual feature/technology in question first (NAT, Routing, Spanning-tree etc), then the interface type (Gig, POS, T1 etc) rather than just focusing on ONLY the platform or ONLY the feature.

• Being specific would help us get the correct engineer assigned to you much faster saving crucial time.

Issue Identification and Definition

• Few examples:• Issue#1 : Issue with T1 card on

MWR2800/3800/1800, which is primarily serving as mobile wireless router

INCORRECT choice while opening a TAC case:• Technology: Wireless• Subtechnology: Wireless Interfaces on

1800 Modular/2800/3800 Integrated Services Routers (ISR/HWIC-AP)

• Problem Code: Error messages, Logs, Debugs

CORRECT choice while opening a TAC case:• Technology: WAN• Subtechnology: T1• Problem Code: Error messages, Logs,

Debugs

Issue Identification and Definition

• Issue#2 : Issue with ATM/POS SIP/SPA on 7600/6500, not related to any layer2 feature

INCORRECT choice while opening a TAC case:• Technology: Lan Switching• Subtechnology: 7600 SIP/SPA Module - layer 2 Issue• Problem Code: Error messages, Logs, Debugs

CORRECT choice while opening a TAC case:• Technology: Lan Switching• Subtechnology: 7600 SIP/SPA Module - WAN Issue• Problem Code: Error messages, Logs, Debugs

Issue Detailing

• Have basics facts ready upfront and documented as much as feasible: (8 Ws to start work)

1. Worked before or New setup ?2. When was the failure first observed ?3. What were the last changes ?4. What was done to restore ?5. What was working and what was not ?6. What is the current status ?7. Whether the issue is reproducible ?8. Whether relevant logs, debugs, outputs are attached ?

Issue Prioritization

• Ensure due diligence while deciding on the priority of SR.• If the issue is critical and requires an engineer on call

within 20 minutes from the time of opening the case (for instance a Maintenance window or conference call is scheduled), it would be better to open a Severity 2 instead of severity 3 case and have the engineer with you right away to avoid any delays or last minute rush.

• If the issue is critical, but you’re NOT able to provide access OR able to work on webex OR call with the engineer, Priority 1/2 setting won’t help.

• Ensure engineer is aware of the business impact so that he can timely involve more resources if situation demands.