Field and Value Mapping
Field Mapping Sheet
The Field Mapping Data Sheet for Download provides details of the fields that can be used in the communication. It indicates if this field is mandatory or optional depending on the transactions type, gives data types and lengths as well as examples.
Technology, Sub-Technology, and Problem codes
For routing purposes, Cisco needs a valid combination of a Technology, Sub Technology, and Problem Code from the Customer.
If no values are provided, Cisco will derive them from existing case information such as the short description / title or the description / case notes of the ticket. This method is recommended to simplify the case create process for the Customer engineer working the ticket. The accuracy of the generated values is higher when the case information is more detailed, verbose and precise.
If Customers want to provide codes, they can be retrieved by using the Smart Bonding TSP API. Pulling the codes once per day and storing them is recommended, as codes may change. The values can be provided to the engineer creating the ticket in the Customer ITSM via dropdowns.
For more information on case routing refer to the Case Routing chapter.
Severity Mapping
The Customer’s severity (or ticket priority) will be mapped via Smart Bonding to an available value in Cisco TAC. The below table shows the four available severity values from Cisco TAC. The values for the column “Customer Value” will be entered during the project.
| API value to send | Cisco TAC | Cisco TAC Description |
|---|---|---|
| 1 | 1 | Critical |
| 2 | 2 | Major |
| 3 | 3 | Medium |
| 4 | 4 | Minor |
Creation of Severity 1 & 2 Escalated cases Cases can only be created with any priority 3 or lower in Cisco. Requesting S1 and S2 severity cases requires an additional phone call following the case creation to request that Cisco raise the severity of the case.
Cisco Ticket Status List
| Status | Status Description |
|---|---|
| New | Ticket creation status. No work performed yet. Sets Ticket open time. |
| Ack | Acknowledge ticket receipt for tickets created by Cisco. No work performed. |
| Reject | Ticket was not created in Cisco. A description with the error is returned. |
| In Progress | Ticket in active troubleshooting. Engineers working on resolution of the problem. Ownership is with the Customer. |
| Pending | Waiting for a 3rd part, a software release, a hardware part etc. No further troubleshooting can be performed unless the pending item is received. |
| Update | Can be used after any other non-closed ticket state. Does not change ownership of the ticket. Notes or attachments are added to help resolution. |
| Resolved | A solution was found. Ticket creator is informed. |
| Closed | The solution was accepted by the ticket creator. Work is completed. |
| Canceled | Can be used after any other non-closed ticket state. The ticket was created by mistake or is not needed anymore. No further troubleshooting is necessary, no solution is required. |
Communication Preference
The preferred communication code of the Contact Person is mandatory when creating a new service request. The following values are possible:
| Code | Description |
|---|---|
| PHO | Preferred communication by phone |
| EMA | Preferred communication by email |
| B2B | Preferred communications via Smart Bonding (B2B) |
Case Closure Information
Only Cisco TAC Engineers can close Cisco TAC cases. Customer may request case closure by sending a Remark to the Cisco TAC engineer.