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User is not authorized to use the tool.
created by Siddharth Chandrachud in Service Order RMA Tool - View the full discussion
Hello,
I am not sure if there is maintenance work going on with the RMA tool, but I lost access to it all of a sudden.
I have already cleared my entire browser cache and tried multiple browers.
I still get:
Attention: User sidchand is not authorized to use the tool.
Can you please check if something happened to my access to this tool ?
I really need to use it urgently for customer reporting.
Regards,
Sid Chandrachud
High Touch Operations Manager
Focused Technical Services
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Answered:
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http://www.cisco.com/web/ordering/cs_info/or3/o32/Return_a_Product/WebReturns/rma_faq.html
Polycom® Support Portal – Phase 2 Enhancements
(10th September 2010)
©2010 Polycom, Inc. All rights reserved. Polycom and the Polycom logo design are registered trademarks of Polycom, Inc.
All other trademarks are the property of their respective owners. Information is subject to change without notice.
Phase 2 FAQ Version 1 – September 10, 2010
Frequently Asked Questions
1
General
Q: When is the Launch of Phase 2 Enhancements?
A: The new enhancements to the support site will go
live on September 10th. Please note that only the
partners who are participating in the beta test for the
Online RMA creation function will go live on
September 10th. Selected Authorised Partners will be
able to request access to this function from October
15th.
Q: What is the URL of the Support.com site?
A: http://support.polycom.com
Q: Will there be a link/message of the
announcement on PRC so that existing end users
will be able to see and get routed to the new
support web if they go to PRC?
A: Yes, we’ll post message on PRC to inform users of
this change.
Q: Do existing PRC users use the same PRC signon
ID and password to access the new site?
A: That’s correct. Users will be able to use their PRC
account to access the new site.
Q: Which functionalities have been enhanced for
Phase 2?
A: The following features are enhanced in Phase 2:
• Create RMA request online (limited
initial availability)
• Batch warranty/entitlement look up
• Display parent SN when searching for
a component in warranty/entitlement
look up
• Reprint FedEx return labels online
• Display location information with
warranty/entitlement lookup
• Increase attachment size limit to 50
MB in service requests
• Make purchase date field in
installation information optional while
creating SR
• Display product description in
warranty/entitlement interface
Q: How do I get help on using the tool?
A:
1. View the reference guide for the instructions
on how to submit RMA requests online:
http://support.polycom.com/PolycomService/ht
ml/supportDocs/support.polycom.com_referen
ce_guide.docx
2. Send an email to pgsonline@polycom.com
describing the issue. Please include
screenshots with your email to help in
troubleshooting.
Q: Who should I contact if I have questions,
comments or feedback on the Support Portal?
A: Please send an email to pgsonline@polycom.com
with your comments and feedback. We welcome all
comments and ideas to help us to continue to develop
and improve this site.
Online RMA Creation function
Q: Who can submit RMA requests online?
A: Selected Authorised partner/end users will need to
identify users in their organizations who can submit
RMA requests online. Access for these users will be
enabled in our system. All other users will not be able
to submit an RMA request.
Q: How do I get access to create online RMA
requests?
A: From October 15th you may request access to this
function by completing the online access request form
or by sending an email to
eserviceaccess@polycom.com
2
Q: Do end customers have access to the online
RMA Requests?
A: Yes. End customers can submit RMA requests
online, but the products eligible for RMA by end
customers are limited to Wireless handsets.
Q: Which products are eligible for Online RMA
creation?
A: Eligibility of submitting products for online RMA
depends on the permissions of the logged user. End
users can only submit RMAs for wireless handsets. All
Partners would be able to submit RMA requests for
audio PSTN products and wireless handsets.
Certified/Authorised partners would be able to RMA
audio VoIP and video products. Infrastructure and
networking products are not allowed for RMA at this
point.
Q: What happens if I try to create an online RMA
request for a product not authorized for this
process?
A: If a product is not eligible for online RMA by the
logged in user, a message will pop up to advise a web
service request should be opened. Polycom’s
technical support will open RMA request on behalf of
the user after troubleshooting the reported issue.
Q: What happens if I try to create an online RMA
request if I am not authorized for this process?
A: If the logged in user is not eligible to use the online
RMA, a message will pop up to advise a web service
request should be opened. Polycom’s technical
support will open RMA request on behalf of the user
after troubleshooting the reported issue.
Q: Which products will be auto processed?
A: Only audio products will be allowed for autoprocessing
at the time of launch. All the other products
will be saved in a hold queue for RMA group to
process after review.
Note: All the products, including audio, will be saved in
hold queue in Asia pacific region.
Q: What are the other criteria for manual review?
A: Any products, including audio, will be saved in a
hold queue if service coverage upgrade is requested
or the RMA is a DOA. All the accessories and recalled
product RMA requests will also be saved in the hold
queue for manual review.
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