Customer Support Page
The Customer Support page displays:
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Subscriber details such as subscriber name, subscriber code, subscriber email and subscriber labels.
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Device details such as device alias, manufacturer, model, serial number, WAN ID, firmware version, MAC address, CMAC address and device labels.
The Firmware version and MAC address and CMAC address column will be displayed only when it is configured in the Edit globals setting in JSON Editor.
For details, see Configuring Fields In JSON Editor/Global Configuration
Finding Subscribers and Devices in Device Manager
Device Manager provides robust search capabilities to help you locate information. You can search for different kinds of subscriber and device data. Before you view or make changes to a subscriber or device, you must find the item in the Device Manager database.
Enter the property terms exactly as specified in the table. You can use a free-text search for some items, such as person name or subscriber code; for other items, you must precede the item by the property name.
|
Firmware label Firmware hardware version Firmware manufacturer Model Product class Software version/Firmware version Report name |
Script name Script label Subscriber primary e-mail address Subscriber name Person label Subscriber phone number Subscriber code WAN POP connection username |
Device domain Device label Device disposition Device hardware version Device manufacturer Device model Device OUI |
Device product class Device serial number MAC address CMAC address VOIP setting VOIP username WAN IP address |
To Find a Subscriber or a Device
- On the Customer Support tab, type the search term in the Find Subscriber or Device field.
- Press Enter. The matching subscriber or device records are displayed in the table.
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To view an individual subscriber record, click the hyperlinked text from any line item in the table. The subscriber details such as name or device model number are displayed in the Device page.
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To select multiple subscribers or devices, select the check box to the left. After you locate one or more subscribers or devices, you can select them for further processing, such as Applying or Removing Labels for Multiple Records , Bulk Operations - Creating Bulk Operations and Custom Reports - Creating a Report.
Searching by Keywords
You perform a search by typing keywords into the search field. You can type one or more terms, or you can use Boolean expressions, wildcards, and property names to enhance your search. Search terms are not case-sensitive.
| Search Syntax | Description | Example |
|---|---|---|
| city: Portland |
Finds subscribers whose address includes Portland as the city. |
Subscribers in Portland |
| city: *land |
Finds subscribers whose address includes a city name that ends with land. |
Portland, Ashland, Rockland |
| model: AG10* |
Finds all devices with a model designation that starts with AG-10 |
AG10-NA, AG10W-NA2. |
| personLabel: Promo10 |
Finds all subscribers who have the label Promo10. |
Subscribers tagged as Promo10 |
| wanip:192.168.*.* deviceLabel:Version3 softwareVersion:3.7 |
Finds all devices with WAN IP addresses 192.168.0.0 through 192.168.255.255 that have a device label of Version3 and are running software version 3.7. |
Devices matching IP range, label, and software version |
|
Search syntax |
Search records |
|---|---|
|
city: Portland |
Finds subscribers whose address includes Portland as the city. |
|
city: *land |
Finds subscribers whose address includes a city name that ends with land. |
|
model: AG10* |
Finds all devices with a model designation that starts with AG-10, such as AG10-NA1 and AG10W-NA2. |
|
personLabel: Promo10 |
Finds all subscribers who have the label Promo10. |
|
wanip:192.168.*.* deviceLabel:Version3 softwareVersion:3.7 |
Finds all devices with WAN IP addresses 192.168.0.0 through 192.168.255.255 that have a device label of Version3 and are running software version 3.7. |
Literal Search Examples:
|
Search Term |
Search Results |
|---|---|
|
jack |
Records that contain the term jack. |
|
jack london jack and london |
Records that contain both terms jack and london. |
|
jack or london |
Records that contain the term jack, the term london, or both. |
|
name: jack |
Records that contain the term jack in the name property. |
|
name: jack city:not london |
Records that have jack in the name property and do not have london in the city property. |
|
name:"jack london" |
Records that contain the exact phrase jack london in the name property. |
|
jack* |
Records that contain terms that begin with jack. |
|
*jack |
Records that contain terms that end with jack. |
|
192.168.1.* |
Has any IP address in the range 192.168.1.0 to 192.168.1.255. |
|
192.168.*.* |
Has any IP address in the range 192.168.0.0 to 192.168.255.255. |
|
12.3.5.* |
Records that contain terms that begin with 12.3.5. |
|
*3.5.1 |
Records that contain terms that end with 3.5.1. |
Searching by MAC/CMAC Address
To search for a MAC/CMAC address , you can use any of the following fields interchangeably:
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macAddress
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cmacAddress
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wanMacAddress
Searching for a MAC/CMAC address follows the same syntax as other fields but with one caveat:
Because MAC/CMAC addresses contain colons (:), search criteria must be enclosed in quotation marks ("").
For example: macAddress: "3C:90:66:1D:06:2B"
While you can search for a complete MAC address, you can also perform partial searches using wildcards (*).
|
Search Term |
Search Results |
|---|---|
|
macAddress:"DE*" |
Records that contain a MAC beginning with DE |
|
macAddress:"DE:AD:BE:EF*" |
Records that contain a MAC beginning with DE:AD:BE:EF |
| cmacAddress: "DE:AD:BE:EF*" | Records that contain a CMAC beginning with DE:AD:BE:EF |
|
wanMacAddress:"*AD" |
Records that contain a MAC ending in AD |
Search by MAC/CMAC address is available in v10.9.4.1 and later. A plug-in is available upon request to enable this functionality for earlier versions. The minimum version required is v10.0.
Applying or Removing Labels for Multiple Records
When you have multiple records selected, you can apply subscriber or device labels to all of them. You can also remove labels. For information about defining labels, see Managing Labels.
To apply a label to multiple records:
- Search for the subscribers or devices you want to label.
- Select the records you want to label.
- Choose a label from the Add section of the Subscriber Labels or Device Labels menu located at the bottom of the screen.
To remove a label from multiple records:
- Search for the subscribers or devices for which you want to remove a label.
- Select the records for which you want to remove a label.
- Choose a label from the Remove section of the Subscriber Labels or Device Labels menu.