Field Notice Director

Use Cases

If you have not used the Cisco In Product Support Extension before, please follow these initial steps.

Step 1: Install the Chrome Extension

• Download and Install: Download the Cisco In Product Support Chrome extension from the Chrome Web Store and click "Add to Chrome" to install it, ensuring the browser extension is available for immediate use.

• Enable Extension: Once the extension is installed, ensure it is enabled by checking the extensions menu in Chrome and confirming that the Cisco In Product Support is active.

Step 2: Activate the Extension

• Navigate to Field Notice Director: Open Chrome and navigate to a supported Cisco product such as Field Notice Director to initiate the activation process.

• Pop-Up Activation: Upon visiting the supported product page, you will see a pop-up that says "Unleash the power of TAC virtual assistants and activate Cisco In Product Support extension."

• Click to Activate: Click on the pop-up notification to trigger the AI Infrastructure, Secure Networking, and Software Solutions (opens in a new tab) authentication workflow.

• Authenticate: Complete the authentication process on AI Infrastructure, Secure Networking, and Software Solutions (opens in a new tab) by entering your credentials and verifying your identity.

• Confirmation: Once authenticated, you will see that the extension is marked as "On," and your name will appear when you click on the extension icon in the Chrome toolbar.

Step 3: Using the Extension Features

A. Opening a Cisco Support Case

1. Open Extension: Click on the Cisco In Product Support extension icon located in the Chrome toolbar to open the extension interface.

2. Select 'Open Support Case': In the extension interface, choose the option to open a new support case, which will guide you through the necessary steps.

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

4. Additional Details:

• Upload System Management Logs: Enabling the checkbox will navigate you back to the FND product page post case creation to create and collect system management logs. Note that this process generally takes 2–10 minutes.

• Include Session History: Enable this option to document pages visited in the product portal.

5. Complete Case Creation: After submission, follow the on-screen instructions. You will be redirected to Support Case Manager, where you must complete all required details to successfully open the case.

B. View Case List

Viewing Created Cases

• View Case List: To see the details and status of your created cases, click 'Case List' in the Help menu.

• Cases Created: After the pop-up loads, view your cases with Support Request number, title, severity, last update, creation date, and 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 "Record Screen" option in the extension's interface.

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

• 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.

• 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.

• Stop Recording: To stop the recording, click the "Stop" option on your screen.

• 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.

Click the Upload button and wait for the file to upload successfully. Closing the dialog before the upload completes will stop the process.

Once the file is uploaded, a successful upload message is displayed on the screen.

If you do not have permission to view or access case information, the upload will fail and an unsuccessful upload message will be shown.

D. Collecting HAR Logs

• Initiate Log Capture: Click on the Cisco In Product Support extension icon and select the "Collect HAR Logs" option to start capturing log data.

• Navigation Instruction: A pop-up will appear instructing you to navigate through different pages and reproduce the issue, allowing the extension to capture the relevant HAR logs.

• Start Capture: Click "OK" on the pop-up to begin the HAR log capture process.

• Stop Capture: Once you have reproduced the issue and captured the necessary data, click the same button to stop the HAR log capture.

• Upload Logs: You can then choose to upload the collected logs to an existing support case by entering the nine-digit SR number or open a new case if needed.

Step 4: Submitting Information to TAC

• Existing Case: If you are uploading information to an existing case, enter the nine-digit service request (SR) number to ensure the logs or recordings are attached to the correct case.

• New Case: If you are opening a new case, the extension will pre-populate certain information based on the activities performed during the HAR log capture or screen recording process, prompting you to complete the remaining details.

• Confirmation: After submitting the information, you will receive email notifications confirming the file uploads or the creation of the new case, ensuring that the TAC team has all the necessary data to start working on your issue.

Step 5: Follow-Up

• TAC Response: The TAC team will review the submitted information and may reach out for additional details if necessary, starting the process of troubleshooting and resolving the issue.

• Issue Resolution: TAC will work on resolving the issue based on the provided data, potentially reducing the need for additional Webex meetings or back-and-forth emails, thereby accelerating the resolution process.

By following these steps, users can leverage the full functionality of the Cisco In Product Support Chrome extension, ensuring a more efficient and effective support process with Field Notice Director.