Purchasing tickets and opening a support case

If you need Case-based Supporting through DevNet, it's as easy as 1-2-3.

Before reading the rest of the page, make sure you:

Opening a support case is easy.


Purchasing tickets

A member of your company will need to purchase tickets via the eStore before creating a ticket with the Cisco Developer Support Team. Before you purchase or open new tickets, you must be logged in with your Cisco.com user ID and password. Also make sure your Cisco.com ID is associated to your company.


Opening a Support Case


Step 1. Identify type of API support

Determine which API you need assistance with and find it on the Supported Technologies page. If you see “Open Support Ticket” then the API comes with ticket support. If you do not see “Open Support Ticket” then the API does not have ticket support. You can use the forum link to post your question to the forums for assistance.



Step 2. Verify you have tickets

You must have tickets purchased before you can open a ticket with the Developer Support team. To verify how many tickets you have, go to My Tickets (located under My Profile). On the top right hand side you should see the total number of tickets remaining. If you don’t have any tickets and believe you should have tickets, make sure your Cisco.com ID is associated to the company you work for. Also verify with the company’s primary contact that you have support access. To find your company’s primary contact go to Edit My Company and view the information under Company Details.



Step 3. Open a ticket

In this step, you describe the problem. Keep these guidelines in mind when describing your problem:

  1. Under My Profile, go to Open a Support Ticket
  2. Select Open Support Ticket next to the API that in question?Ticket Details
  3. Case Title: Include a meaningful case title that states the problem accurately.
  4. Description: Describe the problem and symptoms (only one per support case). Include a history of the problem and any troubleshooting steps you completed. Include software versions and types of equipment.
  5. Attach File: Attach files that would help troubleshoot the issue
  6. Cisco Product: Provide the Cisco platform being used
  7. Product Version: Provide the version of the Cisco platform being used
  8. Category: This should already be selected for you
  9. API: This should already be selected for you
  10. API Version: Provide the API version being used; this could be the schema or client that was installed on your application server Issue Details
  11. Code or Log Sample: Include any code snippets or log lines relevant to the issue
  12. Problem Type: Select the most relevant choice
  13. If the issue occurs in production, select the checkbox. Contact Info
  14. Preferred Phone #: Provide number including country code
  15. Preferred Phone #: Provide number including country code
  16. Anyone added to the email list will see the correspondence between the Cisco engineer and the user opening the ticket.
  17. Click Create
    You should now see the following confirmation screen:

    You will also receive an e-mail confirming the new ticket and a Cisco Engineer will be in touch with you. Services are available during standard business hours only.