Cisco Partner Smart Bonding store application:
This application will allow Partners to create, update, and close ticket in Cisco TAC, as well as escalate tickets for TAC attention and keep informed of any updates done by the Cisco TAC Team.
This application will allow Partners to create, update, and close tickets in Cisco TAC, as well as escalate tickets for TAC attention and keep informed of any updates done by the Cisco TAC Team. The partner will be able to create a TAC case from either the Incident, Incident Task and Requested Item tables
Application overview and intended use
The application is intended to do the following:
● Create Cisco TAC Cases from Customer Incidents, Incident Tasks or RITMs via the PLSS Case
● Keep customer TAC cases and PLSS Cases in sync
● Keep Customer Incidents, Incident Tasks or RITMs apprised of the latest updates to work notes
1. Email Validation: Enhanced validation logic to ensure consistent verification for both internal and external domains.
2. Worknote Update: Worknotes from Cisco TAC now automatically copy from Cisco Task to the parent ticket.
3. Adaptive Authentication: Implemented OAuth 2.0-based adaptive authentication for inbound REST API requests, improving security and compliance.
4. Error Code & Message: Added error codes and messages to the Transaction History for better troubleshooting visibility.
5. Support Page Update: Updated support page with the latest relevant URL.
6. Request Cisco Ticket Closure: The “Request Cisco Ticket Closure” button is now visible only after a TAC Engineer is assigned.
7. Subscription Entitlement: Introduced the new Subscription Entitlement feature for enhanced.
ServiceNow is required to run this application as well as credentials from the Cisco ServiceGrid team. Please contact servicegrid-customer-engagement@cisco.com