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[Service Order RMA Tool] : "User is not authorized to use the tool."

WPodluski
Level 1
Level 1

"

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

"

Answered:

"

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.

"

2 Replies 2

WPodluski
Level 1
Level 1

High Touch Operations Manager at Cisco Systems?

WPodluski
Level 1
Level 1

I just wanna made 1st star 4 help, result  - post deleted by the author...

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