smart-bonding-customer-api

Smart Bonding Use Cases for Customers

Note This documentation specifically describes use cases for Cisco Customers only. Partner use cases differ. For any questions about partner connections, contact the Smart Bonding support team. For developer API assistance, see Community & Support.

Smart Bonding can be used for these different use case flows:

  1. Case Creation (Customer to Cisco TAC)
  2. Case Update (Cisco TAC to Customer and Customer to Cisco TAC)
  3. Attachment to Case (Customer to Cisco TAC)
  4. Case Closure (Cisco TAC closes case)
  5. Case Cancelled (Customer cancels case)

Case Creation (Customer to Cisco TAC):

Actors

  • Customer ITSM
  • Customer Engineer
  • Smart Bonding
  • Cisco TAC CSOne
  • TAC Engineer

Pre-Conditions

  • The system must be in the following state before the start of this use case.
    • There is a working Smart Bonding connection between Customer ITSM and Smart Bonding.
    • The Customer has appropriate service entitlement information.

Workflow

  1. The customer opens a case in the customer ITSM system.
  2. The customer ITSM system sends a case creation request to Smart Bonding with the following information:
    • The customer’s CCO ID and entitlement information
      • Serial number for hardware cases.
      • Contract number and Product ID for software cases.
      • Contract number and any serial number for “sweeps” (Services First Contract) cases.
    • The customer’s contact information: The customer engineer’s name, email address, phone number
    • Case details
      • Customer’s case number,
      • Customer case title, problem description, case notes,
    • (Optional) Case routing/categorization codes: Technology, Sub Technology, and Problem Codes that can be obtained by querying the Smart Bonding TSP API
    • Attachments, if applicable
  3. CSOne creates a TAC case.
  4. CSOne automatically sends back the following information to the Customer ITSM via Smart Bonding:
  • The TAC case number
  • A message to the Customer Engineer acknowledging the creation of the TAC case, providing basic case details like case number, subject, severity, and status, as well as links to the case on Cisco Support Case Manager (SCM) and the TAC Connect Bot
  • A case note with details how to upload attachments

Post conditions The state of the system after this use case ends: A case is created at CSOne. The following case information should be visible on Cisco CSOne's ticket:

  • The Customer ITSM ticket number
  • The Customer Engineer’s name and contact information
  • The case title, problem description, and case notes sent by the Customer ITSM system
  • The customer case activity codes and corresponding date/time stamps (Format YYYY-MM-DD HH:mm:ss, for example: 2023-02-07 15:20:00)

Case Update (Cisco TAC to Customer and Customer to Cisco TAC)

Actors

  • Customer ITSM
  • Customer Engineer
  • Smart Bonding
  • Cisco TAC CSOne
  • TAC Engineer

Pre-Conditions

  • The system must be in the following state before the start of this use case.
    • There is a Customer ITSM case that is Smart Bonded to a Cisco TAC CSOne case.
    • The case is not in a Closed status.

Workflow

  • After the TAC case is created in CSOne, all subsequent updates made to the Case in the customer system need to be sent to the TAC case via Smart Bonding. These updates may include the following:

    • Case notes
    • Case attachments
    • Case Status

  • After the TAC engineer picks up the TAC case, all subsequent updates made to the TAC Case by the TAC Engineer will be populated to the Customer ITSM case via Smart Bonding. These updates may include the following:

    • Case notes
    • Case Status
    • Case Ownership

Bi-directional updates may flow from CSOne to the Partner ITSM system and vice versa at any time.

Post conditions

  • The state of the system after this use case ends:
    • The tickets in both the Partner ITSM and Cisco TAC CSOne are synchronized and kept up to date.

Attachment to Case (Customer to Cisco TAC)

Actors

  • Customer ITSM
  • Customer Engineer
  • Smart Bonding
  • Cisco TAC CSOne
  • TAC Engineer

Pre-Conditions

  • The system must be in the following state before the start of this use case:
    • There is a Customer ITSM case that is Smart Bonded to a Cisco TAC CSOne case.
    • The case is not in a Closed status.

Workflow

  • The Customer engineer adds an attachment in the Customer ITSM system.
  • The Customer ITSM sends the attachment to Cisco using attachment credentials received at time of ticket creation.
  • CSOne attaches file to the TAC case.
  • CSOne acknowledges the file was attached successfully to the Customer ITSM.

Post conditions

  • The state of the system after this use case ends:
    • The file is attached to the case in both the Customer ITSM and CSOne.

Case Closure (Cisco TAC closes case)

  • This use case describes TAC closing a case.

Actors

  • Customer ITSM
  • Customer Engineer
  • Smart Bonding
  • Cisco TAC CSOne
  • TAC Engineer

Pre-Conditions

  • The system must be in the following state before the start of this use case:
    • There is a Customer ITSM case that is Smart Bonded to a Cisco TAC CSOne case.
    • The case is not in a Closed status.
    • The Customer Engineer and the TAC Engineer have agreed that the case can be closed.

Workflow

  • The TAC engineer sets the TAC case to Closed Pending status. The status change is communicated to the Customer ITSM system via Smart Bonding.
  • The Customer sends a Customer Requested Closure status to TAC CSOne via Smart Bonding.
  • The TAC engineer closes the case.
  • TAC CSOne sends the Closed status, along with Resolution Summary case notes, to the Customer ITSM system via Smart Bonding.
  • The Customer closes their case.

Post conditions

  • The state of the system after this use case ends:
    • The TAC case and Customer case are both closed. The TAC case cannot be reopened after this point. The Smart Bond between the two cases is halted, meaning no case updates can be sent in either direction.

Case Cancelled (Customer cancels case)

  • This use case describes a customer opening a TAC case, then choosing to cancel the case without resolution.

Actors

  • Customer ITSM
  • Customer Engineer
  • Smart Bonding
  • Cisco TAC CSOne
  • TAC Engineer

Pre-Conditions

  • The system must be in the following state before the start of this use case:
    • There is a Customer ITSM case that is Smart Bonded to a Cisco TAC CSOne case.
    • The case is not in a Closed status.

Workflow

  • The Customer sends a Customer Requested Closure status to TAC CSOne via Smart Bonding with a note requesting cancellation.
  • The TAC engineer closes the case.
  • TAC CSOne sends the Closed status, along with Resolution Summary case notes, to the Customer ITSM system via Smart Bonding.
  • The Customer closes/cancels their case.

Post conditions

  • The state of the system after this use case ends:
    • The TAC case and Customer case are both closed. The TAC case cannot be reopened after this point. The Smart Bond between the two cases is halted, meaning no case updates can be sent in either direction.
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