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Information You Might Need to Supply to JTAC
When requesting technical support from JTAC by phone, be prepared
to provide the following information:
- Priority level
- Indication of what activity was being performed on the
system when the problem occurred
- Problem detail and configuration data, obtained by this
command:
-
show configuration
-
show system configuration
When a new request for technical support is submitted, the JTAC
engineer:
- Opens a case and assigns a number.
- Begins troubleshooting, diagnostics, and problem
replication (if appropriate).
- Provides you with periodic updates on problem status
and escalates the problem as appropriate according to escalation management
guidelines.
- Closes the case when you agree that the problem
has been resolved.
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