Devices Showing up as Review Needed for Reason Not Covered.

[Michael Lane]

Over 90% of devices that are covered under various contracts are showing up as Review Needed.  None of the contracts are showing up in SNTC.  What needs to be done to add the contracts and associate the devices to the appropriate contract.  CCO profile has all of the contracts listed properly.

[Lyndon Siu]

Hi Michael,

You should not have to do anything to associate a device with its contract.   When you upload a collection (such as via the CSPC collector), SNTC will look for active contracts associated with your uploaded devices and will automatically report them in the portal.  Additionally, SNTC will also periodically check if coverage has changed. 

Bobby

[Michael Lane]

So why are my devices not being associated to their contracts?  The devices were added in December and still show as not covered.  I can enter the SN into the Tech support app and see that it is under support and the associated contract but SNTC does not show this.  How do I resolve this?

[Lyndon Siu]

Hi Michael,

Let me try to find out some details of your account.

Bobby

[Lyndon Siu]

Hi Michael,

Since this is a public community and I might need some personal information from you, lets resolve this offline.

Thanks!

Bobby

[npicard]

Hi Michael,

The "Review Needed" value is the default value for the "Reason Not Covered" attribute is only used for devices that are identified in the SNTC portal as not covered.

It can be viewed in the Library>Contracts>Not Covered View.

It can be modified by users with the Customer Admin role using the workflow in Library>Administration>Service Coverage Management

You can view a video about this feature here: http://www.cisco.com/E-Learning/bulk/subscribed/SNTC_vods_EN/Service_Coverage_Management.mp4

Thanks!