Cisco Cyber Vision

Use Cases

Step 1: Login

• Log in to Cisco Cyber Vision

• Cisco In Product Support logo will be visible along in the product pages.

• Next, click on the logo and sign in to Cisco In-Product Support. Once authenticated and signed in you can interact with the functionalities offered by the Cisco In Product Support.

The embedded Cisco In Product Support will take a short while to identify and load the relevant functionalities offered on the product. Click on the Cisco In Product Support logo, the popup window will reflect an array of services offered by Cisco In Product Support that are now fully accessible on the product. At this point, the features on the supported product can be utilized.

Step 2: Using the Features

A. Opening a Cisco Support Case

• Open Cisco In Product Support: Click on the Cisco In Product Support icon located in the product's interface.
• Select 'Open Support Case': In Cisco In Product Support interface, choose the option to open a new support case, which will guide you through the necessary steps.

• Submit Case: Fill in the required details, such as the case title, issue description, upload diagnostics and sessions history, and submit your support case through Cisco In Product Support interface.

B. Case Listing

Viewing Created Cases

• View Case List: To see the details and status of your created cases, click 'Case List' in the In-product Support interface.
  
• Cases Created: Once loaded, you'll see a list of your cases, including the Support Request number, Case title, Severity, last updated date, created date, and the current status.
  
• Expand for More Details: Expand any case row to view additional information, such as the case owner and manager details. You'll also have the option to view your case in SCM.
  

Search and Filter

• Search: Use the search field to find a specific case by entering the complete Cisco Support Case number. Partial entries will only match items that are currently visible.

• Filter: Filter cases by their status such as Open, Draft, or Closed, to quickly sort and view only the cases relevant to your needs. Only cases matching the selected status will be shown.

More Actions

• Refresh List: Click the refresh button to update the case list and display the most recent changes or updates.

• Sort Cases: Organize your cases by sorting the table rows based on different columns, such as date created, severity, or status.

• Navigate Pages: Easily browse through multiple pages of cases using the pagination controls at the bottom of the list.

C. Recording Your Screen

• Start Recording: Click on the Cisco In product support icon in the Chrome toolbar and select the "Record Screen" option to initiate the screen recording process.

  
  

• Begin Recording: Follow the on-screen instructions to start the screen recording, capturing all relevant actions and information.

• Add Screenshots: During the recording, you can double-click any screen to add a screenshot, which will be included in the support case along with the video recording.

  
  

• Choose Recording Area: You will be prompted to select whether you want to record a specific Chrome tab, the entire browser window, or your entire desktop screen.

  
  

• Microphone Permission: Optionally, allow the In product support to access your microphone to provide an audio explanation of your issue, enhancing the clarity of your recording.

  
  

• Stop Recording: To stop the recording, click the "Stop" option in the floating bar at the bottom of the screen or click on the Cisco In product support icon and select the stop recording button.

• Upload Recording: Once the recording is stopped, you will have the option to upload the video to an existing case by entering the nine-digit Cisco Support Case number or open a new case.

  
  

D. Upload Local File to Case

• Upload File: Click 'Upload Files to Case' in the embed interface.

  
  

• Choose File: In the modal that pops up, click 'Choose file' and browse through your local files to upload the preferred file.

• Select Case: Enter an existing Cisco Support Case number or open a new case to upload your file to.

  
  

• Allowed File Types: Allowed file extensions include jpg, png, mp4, and zip files. If .pkg or .exe files are uploaded, the pop-up will prompt an error message.

• Case Number Search: Conveniently, you can also enter a case number to search from a list of existing cases.

• Upload Confirmation: After clicking 'Upload,' allow a moment for your file to be added to the case. You will receive a confirmation prompt once your file has been successfully uploaded. Additionally, you have the option to cancel the upload while it is in progress.

Diagnostics Upload

System Health Center

• Navigate to System Health: Go to System Health > Center.

• Click on Upload Diagnostic: Select the Upload Diagnostic option.
• Choose a Case: Choose an existing case or open a new case to upload diagnostic data.

Summary

This documentation provides a comprehensive guide on how to effectively utilize the Cisco In Product Support with Cisco Cyber Vision, streamlining the support process and enhancing user experience.