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Figure 36: Representative Module Serial Number ID Label
Information You Might Need to Supply to JTAC
When requesting technical support from the JTAC by phone, be prepared to provide
the following information:
When a new request for technical support is submitted, the JTAC engineer:
1.
2.
3.
4.
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 hardware
show environment
show configuration
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.
Appendix D: Contacting Customer Support and Returning Hardware
Information You Might Need to Supply to JTAC
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Troubleshooting
