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 Partner.
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 for Shadow case creation to simplify the case create process for the engineer working the ticket. The accuracy of the generated values is higher, the more detailed, verbose and precise the case information is.
If partners 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 names may change. The values can be provided to the engineer creating the ticket in the partner ITSM via dropdowns.
For more information on case routing refer to the Case Routing chapter.
Severity Mapping
The partner’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 “Partner 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 be created with any priority in Cisco, but S1 and S2 cases require an additional phone call following the case creation to ensure a warm handoff.
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 partner. |
| 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. |
Case Ownership
Cisco differentiates between two different Case Types based on Ownership.
Shadow cases – The partner creates cases to Cisco where the partner keeps ownership for the resolution are marked as B2B Dormant. Shadow cases can become B2B Escalated Cases when the partner requires Cisco to resolve the issue actively.
Partners can also create escalated cases without going through a shadow case first. The Field value B2B Escalated needs to be sent in such cases.
| API value to send | Cisco TAC | Comment |
|---|---|---|
| "Shadow" | B2B Dormant | Create cases where the partner has ownership of shadow cases |
| "Escalated" | B2B Escalated | Escalate cases to Cisco for Cisco to actively work on a resolution |
Contact, end user, and case owner ID
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
To successfully close a shadow ticket, the following information can be sent:
- Complexity (optional)
- Underlying Cause Codes (optional)
- Resolution Code (optional)
- Problem Description (mandatory)
- Resolution Summary (mandatory)
- Customer Symptom (mandatory)
- Hardware Product ID (mandatory)
- Software Product ID (mandatory)
Problem Description, Hardware Product ID, and Software Product ID can be assigned at any state throughout the life of the ticket. Other fields should only be sent at the time of case closure. The Field Mapping Data Sheet for Download document shows details and default values
Complexity The following values are allowed as Complexity:
- 0 Level -Procedural (default)
- 1 Level -Basic
- 2 Level -Advanced
- 3 Level -Exceptionally Complex
Resolution Codes The following values are allowed for the Resolution Code field:
- Partner Shadow Case Closure (default)
- Closed-Not Entitled
- Customer Education
- Documentation Provided
- Duplicate
- Hardware Replacement (RMA/SVO)
- Hardware Upgrade - Existing Defect
- Hardware Upgrade - New Defect
- Hardware Upgrade - New Feature/Functionality
- License Issues
- Network Redesign
- No Response from the Customer
- Opened In Error
- PARTNER_SOLVED
- Redirect-3rd Party Support
- Redirect-Partner/Reseller Support
- Resolv_By_Cust
- Software Configuration
- Software Upgrade - Existing Defect
- Software Upgrade - New Defect
- Software Upgrade - New Feature/Functionality
- Unreproducible Problem
- Unresolved Bug
- New user Access
- Customer Activation
- Reports
- Sandbox Upload
- Application error - WPC
- Content Delivered
- New Feature Request
- Content Request
- Content not Available
- Reset Password
- Mobile - IOS
- Mobile - Android
- Viewer - Installed
- Viewer - Online
- Application error – MAC
Underlying Cause Codes The following values are allowed for the Underlying Cause field:
- Partner Shadow Case Closure (default)
- Licensing
- Hardware Failure
- Hardware - non-failure (limits exceeded, not enough memory, missing parts...)
- Software Bug
- Software -not a bug (scalability, version selection, install/upgrade help...)
- Documentation/Tools (incomplete, too complex...)
- Debug/Diagnostic Capability (missing, incomplete, cryptic...)
- Design Assistance Needed (best practices, deployment advice, redesign...)
- Configuration Assistance (process not intuitive, too complex, inconsistent...)
- Usability -other than config (product hard to use, no console port...)
- Interoperability/Compatibility (Cisco to Cisco or Cisco to 3rd Party)
- Non-Cisco product or service problem (third party failure, telco...)
- External Environment Issue (power outage, heat, lightning...)
- Unknown Cause/Other (Use ONLY if none of the above apply)
Note: Any Cause Codes containing "..." should be three single periods, not an elipsis, or the system will reject the selection.