Portal Questions

[DeannaDavenport]

I'm hoping someone can answer my questions below.

1.  When a site address says "Site Verification Required", what does this mean and how is it resolved?

2.  What does the Contract Duplicates section detail?

3.  Should the site address for a device be displayed under Inventory Management section?  It seems logical to have that information there but not seeing a way to add it.

Thanks!

[Lyndon Siu]

Hi Deanna,

1. "Site Verification" is often caused due to a contract data issue related to the "installed at site" information of a device.  For example, it is possible that the site information is wrong within your contract.  When this happens, I'd suggest that you confirm in your contract the accuracy of your site information for the device.  If the information is wrong, you can request Cisco to correct it.   For engaging the contract support team, please see the pointers in the Useful Links section of the portal.  You'll find instructions on how to reach them.

2. This report is meant to show scenarios where a device is covered on multiple contracts.

3. The Custom Inventory Report has many attributes to select from,  I'd suggest using that report and tailoring it by adding/removing data attributes to get the specific data you need.

[DeannaDavenport]

Thank you, Lyndon. 

1.  Makes complete sense and looks to be the case.  Cisco is working on this for us.

2.  The report provides a list of devices but does not show you the multiple contract numbers.  How do we know which contracts that device is covered under?

3.  I'm running this now to see if it gets us the data. 

Thanks so much.

[Lyndon Siu]

Regarding #2...

On the upper right side of the grid, you'll notice a series of 3 vertical dots.  Please click on that and then select the contract details you want included.  It is possible that you have un-selected those attributes and need to re-select them.

[DeannaDavenport]

I have the contract number attribute selected and it is displaying data.  However, it only displays one contract number.  If it is on the Contract Duplicate report I would assume the device is found on more than one contract number.  Thus the need for it to display all contract ID's with this device.

[Lyndon Siu · Accepted solution]

Hi

For the row that you are looking at note the Serial Number (you can cut/paste it).

Now "filter" the view within Contract Duplicates based on that specific Serial Number... you should now see all the contracts that is providing active coverage.

[DeannaDavenport]

That works.  I see the duplicates now.  Thank you for your help.

[DeannaDavenport]

Good morning.  We have a few customers still experiencing the  "Site Verification" issue.    It appears when we go in to CSCC  and update a site for a Customer, Total Care does not update with the new address it just flags as "site verification".   Any suggestion on how to get the actual address to populate?  For  a few Customers we are talking more than 2,000 addresses.

Thanks,

Deanna

[Valeria Quesada]

Hi DeannaDavenport:

If the Serials' Site Ids were updated accordingly, then the SNTC Portal should synch up this data and display accordingly.

There used to be an "Asynch bug" some time ago where a possible fix was having Customers do a new collection upload for the sake of refresh and pushing the synch to happen.

If this still doesn't work, and the data is still outdated, I suggest you open a case with SNTC IT to address this "A-Synch" Issue.

https://tools.cisco.com/ServiceRequestTool/scm/mgmt/start

I hope you find the above information useful!

Valeria Q

SNTC IB Reconciliation Specialist- CPS Americas