Contract doesn't show up after adding devices in SNTC portal

[chmbown]

TAC directed me to post here.  Added group of new switches to SNTC but the associated contract doesn't show up after adding them.  From the agent:

"They did find the devices in the portal but they show as uncovered, whereas CCW-R indeed shows them as covered under contract # XXXXXXXXX. Looks like some kind of issue with bundle PID to device PID mapping: CCW-R shows the devices as bundles, but the portal shows them as chassis, and the backend is not matching the items. Apparently this is a very rare issue!"

I've tried re-uploading the CSV, etc.  Any ideas?

[Suchita Shewale]

Hi There!

Can you send some sample serial numbers to look at? You may send these details via private message.

Regards,

Suchita

[chmbown]

Just sent serial numbers in private message.

Thank you.

[Suchita Shewale]

Thank you for the information. I am working on your issue and will share the updates at the earliest.

[chmbown]

Hello,

Checking on this, wondering if there is a status update?

[chmbown]

Bumping this again.  This is an odd problem and I just checked but the contract still isn't showing up.

[Suchita Shewale]

Hi There,

This is happening due to the difference in the product ID with which devices are covered under contract in CCW vs the product ID reported on SNTC Portal. I have sent details on PIDs in question via private message today.

My apologies for the delay in resolution of this issue, however, please be advised that our Engineering Team has been engaged and I will get back to you as soon we have next steps identified for possible fix.

Regards,

Suchita

[chmbown]

Hello,

Thank you for the update, I did just receive your PM.  I also have a case open for this issue.  I will private message you the SR number just as an FYI.

Also, I double-checked my CSV that I uploaded to SNTC.  I wanted to make sure the PID was correct in the CSV and it is listed properly.  The processing of the file after upload looks to be where it gets messed up.

[chmbown]

Good afternoon,

Checking to see if there are any updates yet.  Please advise, thanks.

[Suchita Shewale]

Hi There,

Unfortunately I do not have updates at the moment. I have sent follow-up email to our Engineering Team and will get back as soon as I hear back.

Regards,

Suchita

[thorsley11]

I appear to have an identical issue.

I have four switches that have active contracts yet this is not reflected within the SNTC portal.

The switches appear under the 'All equipment report' but interestingly do not appear in either the 'Cover' or 'Not Covered' reports within the contracts section.

These devices have been discovered and the inventory collected using the Cisco Collector V2.8

Regards

Tony

[chmbown]

That explains exactly what is happening for me here.  I only opened this thread because TAC instructed me to do so.  Still waiting for an answer from them.  I'm hoping for a resolution soon so that the contract is visible and can monitor it along with other hardware.

[chmbown]

I should also note, TAC won't help because we don't have a smart portal contract.  Dumbest thing ever since we're basically forced to use it now.

TAC said we don't have the required Smart Portal contract type: TSAB, TSAS, TSAG, TSAP, AMSP, AMSS, AMST, FTSS, SPADV, CSAS, NLS1, or PNSAS.

Hopefully it works out and they can help us here.

[Suchita Shewale]

Hi There,

Your issue has been identified as the bug in the system and you can track the same via bug CSCvo24069

Regards,

Suchita

[chmbown]

I can see that now, thank you.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvo24069