Client experiencing issues with inventory import to SNTC Portal

[jhollis1]

Hi team,

Inside sales rep here with a client who purchased a SmartNet contract and is unable to upload his inventory into the SNTC portal at services.cisco.com. Uploading his .csv file apparently gives him a bunch of errors. Level 1 tech support has been unable to assist and escalate, and issue has persisted for months.

One of his error messages is attached. The other says "You are not entitled to the report or data is not available." Can someone who is able to assist PM me with necessary info to throw an assist our (his) way?

Thank you!

[adias]

Only admin users can import a file of data into the portal

Users on services.cisco.com should not be assigned two opposing roles, as the roles are hierarchical. If a user has two roles, the system defaults to the least privileged role. 

When this happens the user needs to contact the company CSAM DA and request that the least privileged user be removed and synced with SNTC portal so that he can have the right to upload files

Since in this case the user is also the DA, there is an assumption that he also should be the admin on the portal and I opened an exception and removed that least privileged user in his behalf. Please ask him to try to connect again to portal and report as needed ...

Also please provide the customer with the guide of the CSAM tool to avoid future misunderstandings

https://www.cisco.com/web/applicat/spptauth/SAM_Help_Guide.pdf

[kwickens1]

Thank you so much for your help. I've passed these findings on to the client this morning and am hopeful he will find success logging in today.

[jhollis1]

Good morning,

The client responded that he had success logging on, but that his screen is freezing on the page for .csv imports. I interpret this as meaning that he can't import his file nor upload and the site is generally non-responsive to his queries. 

Also, Cisco's L1 tech support continues to threaten to close the cases he has opened. The error they're pointing out says the bill-to name doesn't match the requester's name. This makes no sense to me based on what I see in CCW-R other than to suggest that he may have LLC in his name in one place and not in others. I'd stepped into the thread with the Cisco support team, identified myself as the reseller partner, and pointed out the LLC concern. I was ignored. I have no useful way of resolving this in CSH or elsewhere if I can't determine what the discrepancy is.

[jhollis1]

Providing some further detail from the client, he is telling me that in Chrome, his services.cisco.com portal begins to populate but then turns into HTML code with errors. He says the same occurs with Edge. He can use Firefox successfully. He then goes to Import Device Data>Import. He says the screen does nothing. He can click on All Collectors but the screen shows no data. Clicking on Get Started brings him back to the "Import Device Data" button.

[adias]

At this point his portal is blank and without data.. was his  "user only" access removed? that behavior does occur when accessing pages that have not populated yet and are not privy to his view.  Also  what happens when the button all collectors is selected?

  He needs to create a certificate download a collector ensure data from that data is sent to the portal so that he can proceed

https://www.cisco.com/c/en/us/support/services/sntc-collectors/index.html

[jhollis1]

From what I can gather, his account is likely the only one accessing the portal. And so in terms of having user only access, I'm assuming that's a permissions level, he should have full admin privileges from what I can surmise. I do not have a way to verify, however.

I will provide him with the certificate download link and see if that will help him at all.

[jhollis1]

I'm also looking at the last screenshot he provided (attached), and I can see that under Administration, he doesn't have the Import File option per the PDF here:  https://www.cisco.com/c/dam/en/us/td/docs/net_mgmt/inventory_and_reporting/SNTC-File-Import-App-Note.pdf

Would that be a consequence of his account never being assigned the correct admin privileges or would that be a consequence of not having the Collector certificate? 

[adias]

yes only admin have that option, and I explained the privileged problem he has on above note on title : Only admin users can import a file of data into the portal.  The DA assigned to his company has to eliminate the least privilege user access to give him higher access

[jhollis1]

Thank you for clarifying, for your expertise and patience. The person we are talking to should absolutely be the DA. And I don't know who else would have that access, because the person we are talking to is also the principal owner of the company and has been for quite a while. It's a small business with which he is very involved.

Who should he talk to in order to get those rights assigned to him?

[adias]

He now only has the admin role, ask him to check and verify if he still having the problem

now and open it on Firefox browser

[jhollis1]

Thank you for your continued support with this issue.

The client can see that he does indeed have DA access, and he has provided screenshots. But unfortunately his continued efforts to upload inventory are unsuccessful. He says the page is simply just non-responsive in that it doesn't do anything at all. It just sits there. He confirms for me that he is using Firefox.