Cisco’s automated denial or granting of access to users when requested provides a reduced workload on SAMT Admins
and allows Admins to play an oversight role rather than an administrative role in SAMT. Cisco access automation also
improves the customer experience by reducing delays experienced by users requesting access and needing to wait for
SAMT Admin approvals.
However, Cisco provides SAMT Admins the option to turn-off Cisco’s automated processing of user requests. Locking
access to a contract prevents Cisco (agents or automation) from reviewing submitted requests and then granting user
access to the locked contract. When a contract is locked, valid requests are routed to all assigned SAMT Administrators
for their review. Users requesting access to a locked contract will receive the message that the request is “Pending Your
Company Contract Administrator Review.” Note that if a contract-level SAMT Admin locks a contract, only Cisco’s agents
and Cisco’s access automation or are prevented from approving user access requests.
Locking a contract:
Step 1. Log into SAMT, click ‘>>’ and choose the Lock/Unlock tab. Click on ‘Using Contract Number’, if you also have the ‘Using Bill to ID’ option.
Step 2. Either:
a. Enter a contract number in the gray box and select “Lock Contract Number” in the dropdown list, or
b. Select the contract number(s) from the displayed list of contracts to invoke a lock.
Step 3. When the contract being locked contains multiple end customers (Install-At sites of different Parent Company GU IDs) and the SAMT Admin manages multiple Parent Company GU IDs within that contract, a pop-screen appears listing the contract’s Bill-to company and the Install-At GU IDs that the SAMT Admin manages and can lock from Cisco. The SAMT Admin must choose which GU IDs on the contract should receive the lock. Once chosen and submitted, access requests from users associated to the locked Parent Company GU IDs only are routed to the SAMT Admins for review.
Step 4. Take note of the ‘Locked’ column on the display for the contract(s) listed and any you have locked. It displays if a contract is currently in a locked status. Cisco’s access automation is enabled on all contracts by default and, therefore, a “No” is the default display.
The ‘Locked’ column within SAMT displays “Partial,” when the SAMT Admin manages multiple contract GU IDs and has locked one or more of those GU IDs, but not all. When the Admin manages only one of the multiple GU IDs on the contract and that one GU ID is locked, the display reflects a “Yes” that the contract is locked.
The history view only displays the lock history for the GU IDs that the Admin manages.
Unlocking a Contract
Unlocking a contract removes the restriction preventing Cisco from granting users access. When a contract is in a locked state, any SAMT Admin (contract-level or BID level) of the contract may remove the lock.
Step 1. Log into SAMT and click ‘>>’ and choose the Lock/Unlock tab. Click on Using Contract Number, if you also have the ‘Using Bill to ID’ option.
Step 2. Either
a. Enter a contract number in the gray box and select “Unlock Contract Number” in the dropdown list or
b. Select the contract number(s) from the displayed list of contracts to remove a lock.
Step 3. When the contract being unlocked contains multiple end customers (Install-At sites of different Parent Companies/GU IDs) and the SAMT Admin manages multiple Parent Companies/ GU IDs within the contract, a pop-up screen appears listing the contract’s Install-At GU IDs. The SAMT Admin must choose which GU IDs on the contract should remain locked or be unlocked. Once set, access requests for the contract from users associated to the unlocked Parent Company GU IDs will no longer be routed to the SAMT Admin for review.
Step 4. Return to the Lock/Unlock tab and confirm changes are reflected in the ‘Locked’ column with either a “No” or “Partial” depending on if the entire contract was unlocked or a portion of the contract remains locked from Cisco.
Locking contracts linked to a Bill to ID (for SAMT Bill to ID Admins only):
If you are a SAMT Bill to ID Admin for your company, you may lock Cisco from granting users access to a Bill to ID as well as from granting users access to all service contracts under the Bill to ID.
Step 1. Click ‘Using Bill to ID’ from the Lock/Unlock tab in SAMT.
Step 2.
a. Enter the Bill to ID number and choose ‘Lock Bill to ID’ from the dropdown and click submit, or
b. Choose the Bill to ID listed in the bottom half of the page by clicking the checkbox and choose the action ‘Lock Bill to ID’ from the dropdown on the bottom of the page.
Step 3. Choose either to:
a) lock all contracts under the Bill to ID whether there is or is not a contract-level SAMT Admin assigned currently to any of those contracts, or
b) lock only the contracts with that do not have contract-level SAMT Admins assigned.
Note: Contracts may have multiple SAMT Admins at one time: BID-level Admins and/or Contract level Admins. Contract-level Admins may represent the Bill-to GUID party or Install-at GUID party(s).
Unlocking contracts linked to a Bill to ID (for SAMT Bill to ID Admins only):
Step 1. Click ‘Using Bill to ID’ from the Lock/Unlock tab in SAMT.
Step 2.
a. Enter the Bill to ID number and choose ‘Unlock Bill to ID’ from the dropdown and click submit, or
b. Choose the Bill to ID listed in the bottom half of the page by clicking the checkbox next to the Bill to ID and choose the action ‘Unlock Bill to ID’ from the dropdown on the bottom of the page.
Step 3. Click submit.
Step 4. When unlocked, the following message will appear.
Step 5. Confirm ‘Locked’ column status is “No” on the Lock/Unlock tab, Using Bill to ID page, for the Bill to IDs that had the lock removed.
Questions about locking Cisco from granting user access to contracts may be emailed to cx_ent_ops_escalation@cisco.com.
