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Information You Might Need to Supply to JTAC

 

When requesting technical support from the JTAC by phone, be prepared to provide the following information:

  • Priority level

  • Indication of what activity was being performed on the router when the problem occurred

  • Problem detail and configuration data, obtained by these commands:

    • show version

    • show chassis hardware

    • show chassis environment

    • show 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