[c-nsp] Requeue or escalate TAC cases by email

[Umair Saeed]

Hi,

We use following method. I hope its helpful.

- By Phone #1:
Dial 0080001001 (international toll free number)  tell operator to connect
to 8884432447 i-e Ext of Cisco TAC 


- Requeue via the email :
 
 - Send an e-mail to tac at cisco.com with in subject "REQUEUE CASE <id>"

 - Call our Customer Response Center and request for requeue :

    Asia-Pacific      +61 2 8446 7411
    Australia         +1 800 805 227
    Europe            +32 2 704 5555
    North America     +1 800 553 2447
    UK                +44 800 960 547

Regards,
Umair Saeed


-----Original Message-----
From: cisco-nsp-bounces at puck.nether.net
[mailto:cisco-nsp-bounces at puck.nether.net] On Behalf Of John Neiberger
Sent: Thursday, July 19, 2012 11:59 PM
To: Jared Mauch
Cc: cisco-nsp at puck.nether.net
Subject: Re: [c-nsp] Requeue or escalate TAC cases by email

I'm not having a problem with the engineer, in this case. The SR got stuck
in a weird state because of a contract issue that has since been cleared up,
but now I don't think anyone is looking at it and I want to requeue it to
get someone on it. It's fairly low priority, though.

On Thu, Jul 19, 2012 at 12:54 PM, Jared Mauch <jared at puck.nether.net> wrote:
> I've always just phoned it in if it requires immediate attention.
>
> Also, in these cases ALWAYS fill out the survey if the engineer was 
> less than ideal, while the rating goes to the final case owner, give 
> the rating based on the lowest part and put in the notes WHY.  The 
> manager will take this into account, and likely contact you privately 
> about it.  Internally they have (or had) "all ones" and "high fives" which
go immediately to the manager as well.
>
> - Jared
>
> On Jul 19, 2012, at 2:49 PM, John Neiberger wrote:
>
>> I've done this in the past but I can't remember how to do it. I know 
>> there used to be a way to requeue or escalate a case by sending an 
>> email that would trigger an automated response. It was something like 
>> entering "REQUEUE SRxxxxxxx" in the subject line, or something like 
>> that. Do any of you remember how to do that? Sometimes it is so much 
>> easier to do it that way than having to call in to do it.
>>
>> John
>> _______________________________________________
>> cisco-nsp mailing list  cisco-nsp at puck.nether.net 
>> https://puck.nether.net/mailman/listinfo/cisco-nsp
>> archive at http://puck.nether.net/pipermail/cisco-nsp/
>
_______________________________________________
cisco-nsp mailing list  cisco-nsp at puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-nsp
archive at http://puck.nether.net/pipermail/cisco-nsp/