Users of Cisco's PRR (Product Returns and Replacement) tool will notice a new requirement following the March 8th, 2020 release.
When an eligible labor RMA is created, the RMA creator will be required to add a Technical Contact that the Field Engineer will coordinate with during the installation of the replacement part or parts.
A Technical Contact is a Network Administrator who will provide permission to start work, can validate completed work, and can provide technical support as required.
PRR users will notice that these new required fields will appear in the Contact Details screen that appears when an Field Engineer is flagged as "Yes".
These new mandatory fields include:
- Name
- Phone
- If the Technical Contact is not known, then users can select the checkbox to copy the order's Acknowledgement Contact information
**It is recommended that any Premium RMA with Labor to be dispatched prior to the March release (March 8th, 2020), to avoid having RMAs being put on hold due to the missing Technical Contact information - this is particularly important for RMAs that are either in Draft status or are on Dispatch Hold through the release**
