We're a Cisco PSS partner and MSP. Currently I'm using the SN2INFO API querying a serial number and getting back contract details (specifically, Get Coverage Summary by Serial Number(s)).
Using the API, with the results I always get "is_covered" YES or NO, and sometimes "service_contract_number" is empty. The API note says:
Note: If no connection is found between the user, contract, and device, this method displays data only for the following fields; all other fields are visible but display no data:
- base_pid_list (and associated children)
- is_covered
- orderable_pid_list (and associated children)
- sr_no
- warranty_end_date
Additionally, using Cisco's Check Device Coverage tool at https://cway.cisco.com/sncheck/ yields the same result (shows it's covered, but no contract details).
However, when I import the same serial number into Cisco Active Advisor tool at https://ciscoactiveadvisor.com, it shows me contract details like contract # and service line. Why is that? What is the criteria for if a "connection is found between the user, contract, and device"?
