EOX API respons: 'No product IDs were found.'

[rrawdonDotomi]

Hello,

We are querying the EOX API for batches of 20 serial numbers. 

The following serial numbers work correctly when queried by themselves or together, but not when combined with other serial numbers of different products.

The expected behavior is this:

DEBUG:root:request_uri: https://apix.cisco.com/supporttools/eox/rest/5/EOXBySerialNumber/FDO271519U9,FDO271519Y4
DEBUG:urllib3.connectionpool:Starting new HTTPS connection (1): apix.cisco.com:443
DEBUG:urllib3.connectionpool:https://apix.cisco.com:443 "GET /supporttools/eox/rest/5/EOXBySerialNumber/FDO271519U9,FDO271519Y4 HTTP/11" 200 1100

[{'EOLProductID': '',
  'ProductIDDescription': '',
  'ProductBulletinNumber': '',
  'LinkToProductBulletinURL': '',
  'EOXExternalAnnouncementDate': {'value': '', 'dateFormat': None},
  'EndOfSaleDate': {'value': '', 'dateFormat': None},
  'EndOfSWMaintenanceReleases': {'value': '', 'dateFormat': None},
  'EndOfRoutineFailureAnalysisDate': {'value': '', 'dateFormat': None},
  'EndOfServiceContractRenewal': {'value': '', 'dateFormat': None},
  'LastDateOfSupport': {'value': '', 'dateFormat': None},
  'EndOfSvcAttachDate': {'value': '', 'dateFormat': None},
  'UpdatedTimeStamp': {'value': '', 'dateFormat': None},
  'EOXError': {'ErrorID': 'SSA_ERR_026',
   'ErrorDescription': 'EOX information does not exist for the following product ID(s): ',
   'ErrorDataType': 'PRODUCT_ID',
   'ErrorDataValue': ''},
  'EOXMigrationDetails': {'PIDActiveFlag': '',
   'MigrationInformation': '',
   'MigrationOption': '',
   'MigrationProductId': '',
   'MigrationProductName': '',
   'MigrationStrategy': '',
   'MigrationProductInfoURL': ''},
  'EOXInputType': 'ShowEOXBySerialNumber',
  'EOXInputValue': 'FDO271519U9,FDO271519Y4'}]

But once we add a 3rd (or more) serial numbers, we are seeing the following -- notice how the response is correct for the first serial number in the response, but the 2nd and 3rd now say "no product IDs were found" instead of the correct response "EOX information does not exist for the following product ID(s):"

DEBUG:root:request_uri: https://apix.cisco.com/supporttools/eox/rest/5/EOXBySerialNumber/FDO242206WE,FDO271519U9,FDO271519Y4
DEBUG:urllib3.connectionpool:Starting new HTTPS connection (1): apix.cisco.com:443
DEBUG:urllib3.connectionpool:https://apix.cisco.com:443 "GET /supporttools/eox/rest/5/EOXBySerialNumber/FDO242206WE,FDO271519U9,FDO271519Y4 HTTP/11" 200 3196

[{'EOLProductID': 'N9K-C93108TC-EX',
  'ProductIDDescription': 'Nexus 9300 with 48p 10G BASE-T and 6p 100G QSFP28',
  'ProductBulletinNumber': 'EOL14472',
  'LinkToProductBulletinURL': 'https://www.cisco.com/c/en/us/products/collateral/switches/nexus-9000-series-switches/n9k-c93180yc-c93108tc-ex.html',
  'EOXExternalAnnouncementDate': {'value': '2021-08-09',
   'dateFormat': 'YYYY-MM-DD'},
  'EndOfSaleDate': {'value': '2022-08-09', 'dateFormat': 'YYYY-MM-DD'},
  'EndOfSWMaintenanceReleases': {'value': '2023-08-09',
   'dateFormat': 'YYYY-MM-DD'},
  'EndOfSecurityVulSupportDate': {'value': '2025-08-08',
   'dateFormat': 'YYYY-MM-DD'},
  'EndOfRoutineFailureAnalysisDate': {'value': '2023-08-09',
   'dateFormat': 'YYYY-MM-DD'},
  'EndOfServiceContractRenewal': {'value': '2026-11-07',
   'dateFormat': 'YYYY-MM-DD'},
  'LastDateOfSupport': {'value': '2027-08-31', 'dateFormat': 'YYYY-MM-DD'},
  'EndOfSvcAttachDate': {'value': '2023-08-09', 'dateFormat': 'YYYY-MM-DD'},
  'UpdatedTimeStamp': {'value': '2021-08-24', 'dateFormat': 'YYYY-MM-DD'},
  'EOXMigrationDetails': {'PIDActiveFlag': 'Y',
   'MigrationInformation': 'Nexus 9300 48x 100M/1/2.5/5/10GT, 6x 100G Switch',
   'MigrationOption': 'Enter PID(s)',
   'MigrationProductId': 'N9K-C93108TC-FX3P',
   'MigrationProductName': '',
   'MigrationStrategy': '',
   'MigrationProductInfoURL': ''},
  'EOXInputType': 'ShowEOXBySerialNumber',
  'EOXInputValue': 'FDO242206WE'},
 {'EOLProductID': '',
  'ProductIDDescription': '',
  'ProductBulletinNumber': '',
  'LinkToProductBulletinURL': '',
  'EOXExternalAnnouncementDate': {'value': '', 'dateFormat': None},
  'EndOfSaleDate': {'value': '', 'dateFormat': None},
  'EndOfSWMaintenanceReleases': {'value': '', 'dateFormat': None},
  'EndOfRoutineFailureAnalysisDate': {'value': '', 'dateFormat': None},
  'EndOfServiceContractRenewal': {'value': '', 'dateFormat': None},
  'LastDateOfSupport': {'value': '', 'dateFormat': None},
  'EndOfSvcAttachDate': {'value': '', 'dateFormat': None},
  'UpdatedTimeStamp': {'value': '', 'dateFormat': None},
  'EOXError': {'ErrorID': 'SSA_ERR_015',
   'ErrorDescription': 'No product IDs were found.'},
  'EOXMigrationDetails': {'PIDActiveFlag': '',
   'MigrationInformation': '',
   'MigrationOption': '',
   'MigrationProductId': '',
   'MigrationProductName': '',
   'MigrationStrategy': '',
   'MigrationProductInfoURL': ''},
  'EOXInputType': 'ShowEOXBySerialNumber',
  'EOXInputValue': 'FDO271519U9'},
 {'EOLProductID': '',
  'ProductIDDescription': '',
  'ProductBulletinNumber': '',
  'LinkToProductBulletinURL': '',
  'EOXExternalAnnouncementDate': {'value': '', 'dateFormat': None},
  'EndOfSaleDate': {'value': '', 'dateFormat': None},
  'EndOfSWMaintenanceReleases': {'value': '', 'dateFormat': None},
  'EndOfRoutineFailureAnalysisDate': {'value': '', 'dateFormat': None},
  'EndOfServiceContractRenewal': {'value': '', 'dateFormat': None},
  'LastDateOfSupport': {'value': '', 'dateFormat': None},
  'EndOfSvcAttachDate': {'value': '', 'dateFormat': None},
  'UpdatedTimeStamp': {'value': '', 'dateFormat': None},
  'EOXError': {'ErrorID': 'SSA_ERR_015',
   'ErrorDescription': 'No product IDs were found.'},
  'EOXMigrationDetails': {'PIDActiveFlag': '',
   'MigrationInformation': '',
   'MigrationOption': '',
   'MigrationProductId': '',
   'MigrationProductName': '',
   'MigrationStrategy': '',
   'MigrationProductInfoURL': ''},
  'EOXInputType': 'ShowEOXBySerialNumber',
  'EOXInputValue': 'FDO271519Y4'}]

[mfr-6]

hi @rrawdonDotomi 

Seems like this is issue strictly with API behavior itself. Have you tried to query individual items to see if "No product IDs were found" is returned for them?
You can also verify here: https://ccrc.cisco.com/ccwr/ to see if specific item (SN) is visible in Cisco system. If not - then I'd recommend you to open TAC case or contact your Cisco's account manager so they can advise you what's the issue.

In case if the data is present in CCRC, but not visible when querying for it through support API, you can write a mail to the support team responsible for Support APIs: apix-support@cisco.com

[rrawdonDotomi]

Hello - I apologize if my original post was not clear.  We provided an example of the expected behavior -- querying the two SNs alone together results in "SSA_ERR_026" which is the correct behavior, as no EOL announcement has been published for these devices.

The second example is the broken/unexpected behavior - when another serial number of a different product line is included in the query, then the response becomes "SSA_ERR_015" which is incorrect.

[rrawdonDotomi]

We have access to the API.  As demonstrated, we receive correct responses.  I believe this is a bug.

We are able to query for all kinds of other platforms, mixing models/generations/product lines; mixing those that have EOL published and those that don't -- with no issue.  But for some reason the C9500-32C serial numbers 'FDO271519U9', 'FDO271519Y4' return the error "SSA_ERR_015" when mixed with other platforms.  Queried separately or just with other C9500-32C devices, they provide the correct response of "SSA_ERR_026"

[mfr-6]

Ok, I got you. I thought that some specific SNs you've mentioned doesn't return anything no matter they are queried separately or as a combined request along with others SNs. Now I see that there is an issue even thought you queried it separately.

I believe API support team will assist you and provide information why is that and why data for specific SNs is not returned when combined with multiple SNs. Unfortunately this is some something I don't have access to, to investigate further this behavior.

Feel free to raise this case to them under: apix-support@cisco.com