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How to create a support ticket
recommended steps:
•
read this document to do some basic troubleshooting and collect logs.
•
Check known bugs. See "Search known bugs" on page 32.
•
Create a support ticket (see below).
if you cannot resolve your issue after reading this guide, you can raise a support ticket with TAC
(Technical Assistance Centre). registered Cisco users can request help from the Cisco Technical
Assistance Center by going to:
http://tools.cisco.com/ServicerequestTool/create/
Before opening a support ticket you should have the following information available:
•
Complete description of the problem.
•
Details on how to reproduce the problem.
•
Versions of software involved in all devices involved.
•
Serial numbers from equipment.
•
Basic status and configuration information from endpoint and other equipment involved, the
xStatus and xConfiguration logs. See "Basic log capturing" on page 28 on how to retrieve
these.
•
logs or packet captures from the systems involved. See "Sip and H.323 call flow logging"
on page 29.
A complete description of the problem and steps taken already to try and resolve early on in a case
will help support resolve the problem more efficiently.
D15029.01 Troubleshooting Guide TC6.0, April 2013.
Getting required log files from the system
Basic log capturing
Capturing the systems configuration and status information
it is useful to enter and capture the output of these to commands when raising a support case:
•
xStatus
•
xConfiguration
The xStatus provides information on the current status of the system, e.g. is it registered or in a call etc,
and the xConfiguration will show all the configuration values set on the systems.
This information is obtained via the command line. To get this information:
•
Use an SSH client to login with the systems ip address (see "Appendix A - Other sources of
information" on page 31).
•
Enter username of admin.
•
Enter the password configured on the system – by default the password is blank.
•
You now have access to the command line interface. Type in:
• xStatus
• xConfiguration
NOTE
This produces a lot of text output. please ensure you capture All of this and forward it to support
as a text (.txt) file.
28
Troubleshooting Guide TC6.0
Copyright © 2013 Cisco Systems, Inc. All rights reserved.