Hi Kuba,   I would be glad to assist. Please find my answers below:   Any connection between SNTC and SCH? Currently, there is no interoperability between SCH and SNTC. Do they share a database? These databases are separate and provide different deliverables based on differing Cisco IC. Or inventory? SCH requires communication from each device individually (either through a proxy or direct communication to Cisco) in order to generate an SR or transmit device health data. SNTC requires an on-site Collector appliance to pull data via SNMP/SSH then uploads all data in bulk via an 'Inventory'. Can users be set up centrally? Since both services are separate, users must be set up separately. SCH users are typically first on-boarded during device registration (Device sends a call-home inventory message to Cisco, Cisco confirms with an automated email containing a security token which activates the device and associates/registers the user). How does an RMA influence the inventory? SNTC should reflect any adds/changes to devices in the event of an RMA (The CSPC could be scheduled to poll the network periodically, detecting the new device SN once it is back online). SCH will require re-activation of the device once the call-home configuration has been completed, there is no transfer of SCH data between RMA'd devices. What happens in SCH portal in a case of an RMA? Devices are instantiated via their Chassis SN (or UDI in the case of a virtual device). A SCH admin user will need to review their Registered Devices list within the SCH portal to ensure that if a device is decommissioned that it is de-registered from the SCH portal as there is no automatic clean up in the event of an RMA. On-going contract validations would cause an RMA'd device entry to fail entitlement check within the SCH portal so it would no longer be SR capable for that Customer. ... View more

Hello, That is correct, that address is no longer utilized for Smart Services onboarding requests. As specified by the automated response: (A) If your inquiry is regarding Cisco SmartNet Total Care (SNTC), please resend your email to sntc-support@cisco.com (B) For all other matters, please resend your email to tac@cisco.com In this particular scenario, I would suggest opening a TAC case with the pertinent details regarding the CCO ID(s) to be on boarded, the end-customer company, a valid partner support contract (or an active contract covering an end-customer device). Additionally, please ensure that all Partner User ID profiles are updated to reflect their status as a partner with the correct association to the partner company. If you access the tools.cisco.com/sch website, you will be instructed to accept the usage agreement. All user's will need to accept this agreement before they can be on boarded. ... View more

I took a look at the data that was collected from the devices themselves and it appears as though these devices are reporting the same serial number.  The MIBTables for the two device IPs contain the same  cucsComputeBoardSerial data. Additionally, the Inventory Delta report does not de-duplicate device data which explains why there is a discrepancy between the two reports.   Since within the Delta report the 2nd entry does not contain any contract reporting data I believe you can filter out those rows. Are there any concerns about a particular device / serial number not represented within the report itself? ... View more