Cisco Cisco Web Security Appliance S690 Guía Del Usuario

You can use the appliance to send an email to Cisco IronPort Customer Support asking for assistance. 
When the appliance sends the email, it also sends the configuration of the appliance. You can do this in 
the following ways:

CLI. Use the 

supportrequest

 command.

Web interface. Use the Support and Help menu > Open a Support Case page.

When you send a support request, you can enter comments describing the issue for which you need 
support. The appliance must be able to send mail to the Internet to send a support request.

From the Support and Help menu, choose Open a Support Case.

In the Other Recipients field, enter other email addresses separated by commas if you want to send this 
support request to other people.

By default, the support request (including the configuration file) is sent to Cisco IronPort Customer 
Support (via the checkbox at the top of the form).

Enter your contact information, such as name and email.

From the Issue Priority field, select the priority of this support request.

In the Issue Subject field, enter the text to use in the subject line of the email that will be sent.

In the Issue Description field, enter a description of the issue.

If you have a customer support ticket already for this issue, enter it.

Click Send. A trouble ticket is created with Cisco. 

For additional information, see 

Use the Support and Help menu > Remote Access page to allow Cisco IronPort Customer Support 
remote access to the Web Security appliance. Click Edit Remote Access Settings to allow Cisco 
IronPort Customer Support to access the appliance.

By enabling Remote Access you are activating a special account used by Cisco IronPort Customer 
Support for debugging and general access to the system. This is used by Cisco IronPort Customer 
Support for tasks such as assisting customers in configuring their systems, understanding configurations, 
and investigating problem reports. You can also use the 

techsupport

 command in the CLI.