[cisco-voip] TAC Remote Accounts

[Ryan Ratliff]

This is why not everyone has access to the tool that generates the password from the passphrase.  
Use of the remote support account should be limited to bug workarounds (or investigation of a bug) and any time one is used on your system you should ask for the associated bug ID.  If the TAC CSE can't give you one then they shouldn't be using a remote support account to begin with.

-Ryan

On Mar 11, 2012, at 10:20 PM, Matthew Loraditch wrote:

Definitely depends I’ve had the ridiculous fumbling with getting/using the account and then also in the shell and have taken over just like you have… and of course the time I did the engineer had a complete cheat sheet document telling him exactly what to do!!
 
Anyway back to what’s left of my Sunday!
-Matthew
 
 
From: Erick [mailto:erickbee at gmail.com] 
Sent: Sunday, March 11, 2012 8:12 PM
To: Matthew Loraditch
Cc: Adam Frankel (afrankel); cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] TAC Remote Accounts
 
I think it depends on the TAC engineer you get. Sometimes I know that is needed to fix the issue (bug ID workaround states steps, etc) and sometimes I get someone who gets in and gets it done right away and other times I've had a TAC engineer stumbling around trying to create a remote account for a hour. 
 
And then there have been times where they get the remote account and root access, and are stumbling around with shell commands and I just have taken over due to me not being comfortable with someone not knowing what they are doing with root.
 

Erick
 

On Mar 11, 2012, at 1:42 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com> wrote:

Good to know, i suppose that makes sense considering what it can do, just figured with how many cases i've had where it was needed that it was a simpler process
 
Matthew G. Loraditch - CCVP, CCNA, CCDA

1965 Greenspring Drive
Timonium, MD 21093

voice. 410.252.8830
fax.  410.252.9284    

Twitter  |  Facebook  | Website  |  Email Support
From: Adam Frankel (afrankel) [afrankel at cisco.com]
Sent: Sunday, March 11, 2012 2:38 PM
To: Matthew Loraditch
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] TAC Remote Accounts

There is a tool, however internally access to the tool is strictly limited. 

-Adam


From: Matthew Loraditch <MLoraditch at heliontechnologies.com>
Sent: Sun, Mar 11, 2012 1:59:46 PM
To: cisco-voip at puck.nether.net <cisco-voip at puck.nether.net>
CC: 
Subject: [cisco-voip] TAC Remote Accounts


Do these really take time to get and come from the "developers" ? I always presumed there was just a tool that spit them out. Trying to figure out if my TAC engineer was brushing me off or not...
 
Matthew G. Loraditch - CCVP, CCNA, CCDA

1965 Greenspring Drive
Timonium, MD 21093

voice. 410.252.8830
fax.  410.252.9284    

Twitter  |  Facebook  | Website  |  Email Support


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