Cisco Cisco Web Security Appliance S360 Troubleshooting Guide
Submit a Support Request from the ESA, SMA, or
WSA
WSA
Document ID: 118938
Contributed by Stephan Bayer, Cisco TAC Engineer.
Apr 27, 2015
Apr 27, 2015
Contents
Introduction
Background Information
When to Submit an SR
Case Creation Process
Open an SR
Related Information
Background Information
When to Submit an SR
Case Creation Process
Open an SR
Related Information
Introduction
This document describes how to open a Support Request (SR) from the Cisco Email Security Appliance
(ESA), Cisco Security Management Appliance (SMA), or Cisco Web Security Appliance (WSA).
(ESA), Cisco Security Management Appliance (SMA), or Cisco Web Security Appliance (WSA).
Tip: The material for this document is adapted from the Online Help for the ESA. The Online Help can serve
as a valuable resource for detailed instructions about most of the features on the appliance. In order to reach
the Online Help from the appliance GUI, browse to a section that you have questions about, and then navigate
to Help > Online Help. The help file points to more information about the feature on the page to which you
browsed. You can also use the Index tab within Online Help in order to search for another topic.
as a valuable resource for detailed instructions about most of the features on the appliance. In order to reach
the Online Help from the appliance GUI, browse to a section that you have questions about, and then navigate
to Help > Online Help. The help file points to more information about the feature on the page to which you
browsed. You can also use the Index tab within Online Help in order to search for another topic.
Background Information
The SR is a convenient way to reach the Cisco Technical Assistance Center (TAC) with a new issue or add
information to a current issue. When you submit an SR, your appliance configuration file is packaged with the
diagnostic data from the appliance into the SR. Additionally, the form provides an organized way to
communicate the symptoms and problem description from your perspective.
information to a current issue. When you submit an SR, your appliance configuration file is packaged with the
diagnostic data from the appliance into the SR. Additionally, the form provides an organized way to
communicate the symptoms and problem description from your perspective.
When to Submit an SR
You should submit an SR to the TAC in these instances:
When you must open a new case with the TAC.
•
When you have a current case open with the TAC and would like to use the tool in order to upload the
configuration file and appliance diagnostics to the case.
configuration file and appliance diagnostics to the case.
•
Case Creation Process
This process occurs when a TAC case is created:
The system performs an automatic entitlement check. If the entitlement check passes upon submission
of the SR, the system sends you an automated reply. In order to automatically pass the entitlement
of the SR, the system sends you an automated reply. In order to automatically pass the entitlement
1.