Upcoming Update to Support Case Access Starting April10, 2026, Cisco will be implementing a change to how IT Support Administrators can open and view technical support cases in Support Case manager (SCM).  Why This Update Is Being Made Since AppD moved to Cisco support tools, some Partners and Customers have raised concern that the “case open and visibility” logic in Cisco’s Support Case Manager (SCM) doesn’t provide enough granularity of roles-based access to specific tenants for employees. Currently, case open and view access granularity is at the subscription level.  Partners and customers will control a particular employee’s case open and view access to a more granular tenant level.  With the change on April 10th, case open and view will be based on Tenant association which provides more granular role-based access. New Requirements for Case Access To provide the needed access control (i.e. limit the case open and visibility), a Support IT Admin will be required to be assigned to each Tenant for which they will be opening and/or viewing support cases.  Other requirements for opening a case, such as being a support user, and having an active subscription have not changed:   For information on how to add Tenants to users and set up a user with the support role refer to Manage User Accounts document.  Additional Resources AppDynamics Support is transitioning to Cisco Support Case Manager (SCM) How do I open a case with AppDynamics Support? How do I manage my support cases? ... View more