Contract data inconsistency between SN2INFO API and CAA

[thiland]

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"?

[kcolberg]

The basic criteria is that the CCO ID of the requester is linked to the contract the device is associated with. If so, the detailed info is shown; if not, the API simply says whether or not the device is covered.

Feel free to send me a private message with the CCO ID and serial number in question and I can check the entitlement.

Regards,
Keith

[shreyara]

Hi,

Thank you for posting your question in the community.

SN2Info API responds based on user access to the contracts. If a CCOId is part of a contract, than SN2Info will have all information about a specific contract and device coverage otherwise specific information are considered sensitive from an API perspective and are removed from the response. Whether or not a device is covered or not is not considered sensitive. 

So the relationship between Device, Contract and user is basically that if a ccoid is part of a contract and devices are covered under that contract, all information will be sent otherwise response will be limited.

I hope this helps,