Error Identification and Search

Transcription

1 Error Identification and Search Distributor and 2-Tier Partner Job Aid Last Updated: 22 October 2013 Page 1 of 20 Provide Feedback on this Training

2 TABLE OF CONTENTS Introduction Error Identification Error Identification in Quick Quoting Quick Price/Quote Screen Errors Pricing Screen Errors Quoting Screen Errors Error Identification in Standard Quoting Auto Deleted Non-Serviceable Items Identifying Auto Deleted Items Download Auto Delete Items Report All Line(s) Acceptance for NBD/SDS Searching Errors in Operations Exchange Last Updated: 22 October 2013 Page 2 of 20 Provide Feedback on this Training

3 Introduction The (CSCC) Error Identification and Search Job Aid is a resource to help Cisco Service Contract Center users understand how to identify errors in CSCC and how to search errors in the Operation Exchange community. For more information on topics not found or covered in this job aid, please reference the CSCC Distributor User Guide or CSCC 2-Tier Partner User Guide. 1 Error Identification Errors can be identified in both Quick and Standard Quoting as popups, at the header level and at the line level. 1.1 Error Identification in Quick Quoting Error messages will appear in all four screens of Quick Quoting. Quick Price/Quote screen - Errors will only appear as popups if an item(s) is not selected or entered when continuing to the Pricing or Quoting screens. Pricing screen - Errors appear at the line level. Quoting screen - Errors appear at the header level and at the line level. Finalize Order screen - There is only 1 error that can arise, which is the same type of error that is on the Quick Price/Quote screen (item not entered). The errors on the Pricing & Quoting screens are either: Validation Errors Wrongful Entry Errors Missing Data Errors. Note: All errors on the Pricing screen will appear on the Quoting screen and can be corrected on either screen by editing the line or by navigating to the Error Details tab on the Quoting screen. For more information, see Resolving Errors Quick Price/Quote Screen Errors Errors on the Quick Price/Quote screen arise from missing or incorrect data. Errors are only detected when moving from the Quick Price/Quote Screen to the Pricing or Quoting screens. When an error is present, an Error Message popup window will appear over the screen identifying the error with instructions for correction. Quick Price/Quote Screen Error Message Popup Last Updated: 22 October 2013 Page 3 of 20 Provide Feedback on this Training

4 1.1.2 Pricing Screen Errors Errors appear on the Pricing screen at the line level by rolling mouse over the error icon in the Warning column on the product table within the Equipment tab. The line level error(s) seen in the Warning column are a brief description of the error. A full description of the error can be seen and corrected under the Error Details tab on the Quoting screen. Errors can be corrected by using the Action dropdown options on the Error Details tab. Roll mouse over the icon in the Warning column for each line to view a brief description of the error. Pricing Screen Error Warning Quoting Screen Errors Errors appear on the Quoting screen at both the header level and the line level. The errors at the header level will appear between the header and the Major Line Items table. Errors that appear at the line level will appear by rolling mouse over the error icon in the Warning column on the product table within the Equipment tab. The line level errors seen in the Warning column are a brief description of the error. To see the full description of the error, click on the Errors Details tab. Both types of errors can be corrected by using the Action dropdown options on the Errors Details tab. 1. Header level errors appear between the Header and Product table with a full description of the error. Last Updated: 22 October 2013 Page 4 of 20 Provide Feedback on this Training

5 View errors at the Header Level. Quoting Screen Header Level Error Message 2. Line level errors can be seen in 3 ways: Roll mouse over the error icon in the Warning column. Navigate to the Errors Details tab and roll mouse over the error icon in the (!) column. Navigate to the Errors Details tab and click on the error icon in the (!) column which will bring up an Error Correction popup that will display the error and instructions for correction. Roll mouse over the icon in the Warning column for each line to view a brief description of the error. Quoting Screen Error Warning Icon & Error Message Quoting Screen Error Details Tab Roll mouse over the icon in the (!) column for each line to view a brief description of the error. Click on the icon to view the Error Correction popup window. Last Updated: 22 October 2013 Page 5 of 20 Provide Feedback on this Training

6 Error Correction Popup 1.2 Error Identification in Standard Quoting Error messages will appear at the line level on the Error Details screen of Standard Quoting by: Rolling mouse over the error icon in the (!) column. Clicking on the error icon in the (!) column which will bring up an Error Correction popup that will display the error and instructions for correction. Error Details screen Navigate to the Error Details screen and click the Error Icon to view the Error Correction popup window. Last Updated: 22 October 2013 Page 6 of 20 Provide Feedback on this Training

7 Error Details and Error Correction Popup 1.3 Auto Deleted Non-Serviceable Items Non-serviceable items that have been added to a quote during quote creation will be identified and auto deleted if: The item is non-serviceable The item s last day of support (LDOS) has passed. Non-standalone minor only lines Serial Number is not the latest installed In addition, auto deleted non-serviceable items can be viewed under a new Auto Deleted Items tab and an Auto Deleted Items Report can be downloaded to view the full details of the items that were auto deleted. Auto deleted non-serviceable items can be viewed in both Quick and Standard Quoting workflows. For more information in Quick Quoting, see Auto Deleted Non-Serviceable Items in the Distributor User Guide Quick and Standard Quoting Scenarios Identifying Auto Deleted Items Identifying the auto deleted items can be done by following the steps below: 1. Identify the deleted items message in at the header level. 2. Click the Auto Deleted Items tab Last Updated: 22 October 2013 Page 7 of 20 Provide Feedback on this Training

8 Step 2: Click on the Auto Deleted Items tab. Step 1: Identify auto deleted items message. Standard Quoting - Quote Summary Details Screen Auto Delete Notification 3. The details of the auto deleted items are provided in the product table. Major / Minor Relation Product Number Serial Number Status (also called Line Status, should be Auto Deleted ) Reason Code Instance Number 4. Additional details are available by scrolling the right in the product table with the provided arrows Parent Instance Number Parent Serial Number Service Level Install Site ID Install Site Name Last Date of Support Last Updated: 22 October 2013 Page 8 of 20 Provide Feedback on this Training

9 Steps 3 & 4: Identify details of auto deleted items and click the scrolling arrows Cisco to see Service all available Contract Center details. Standard Quoting Auto Deleted Items Tab Download Auto Delete Items Report An items report of all the non-serviceable items that were auto deleted can be downloaded by following the steps below: 1. Click the Download Auto Deleted Items hyperlink and a Download Auto Deleted Items popup window will appear. 2. In the Download Auto Deleted Items popup window, select Online or Offline. 3. When selecting Online, you will be prompted to save/or open the report immediately on your desktop. When selecting Offline, you can name the offline request and the report will be ed to the address you have set up in your preferences. After selecting Offline, a request notification will appear above the product table with your Request ID. Note: The Auto Deleted Items Report cannot be edited or re-uploaded into CSCC Step 1: Click the Download Auto Deleted Items hyperlink. Download Auto Deleted Items Hyperlink Step 2: Click Online or Offline. Download Auto Deleted Items Popup Window Last Updated: 22 October 2013 Page 9 of 20 Provide Feedback on this Training

10 Step 3: Open or Save the report to your desktop. File Download Popup Auto Deleted Items Offline Request Notification Step 4: View Request ID for offline download. An will be sent with the Auto Deleted Items report attached. Last Updated: 22 October 2013 Page 10 of 20 Provide Feedback on this Training

11 Note: The Auto Deleted Items Report can also be downloaded from the Request Status screen by clicking the COMPLETED hyperlink. The Auto Deleted Items Report cannot be edited or reuploaded into CSCC. Auto Deleted Items Request Status Screen Auto Deleted Items Report Auto Deleted Items Report 1.4 All Line(s) Acceptance for NBD/SDS When quoting, there are situations when the quote shows errors on the line(s) but they are not present on the Error Details screen. Every line, both Major and Minor MUST be accepted for the line(s) to qualify for Same Day Ship when Next Business Day is not available. Some Minor line(s) are cascaded acceptance when the Major line(s) are accepted but some are NOT. CSCC system generated error SCSAM5007 is an example of where ALL line(s), both Major and Minor need to be accepted because line acceptance is NOT cascading to the Minor line(s). See the following scenario: Last Updated: 22 October 2013 Page 11 of 20 Provide Feedback on this Training

12 From the Line Items and Pricing screen, the lines are defaulted to ONLY show Major Lines. Follow the steps below to view the Minor Lines and correct the error so that ALL lines are accepted. 1. Navigate to the Line Items and Pricing screen and turn on the Filters by clicking the Filters arrow. 2. Select the Show $0 Line Items. 3. Expand the Major and Minor Lines by clicking on the arrows. 4. Navigate to the Error Details screen and select Error Correction from the Action dropdown menu. 5. On the Error Correction popup window, expand the Global Mass Correct section by clicking on the arrow to see the error to be corrected. Check the box next to the error under the Error Code section and select Apply. 6. A header level message stating that the Global Mass Correct has been applied will appear and the Error Status will show that the errors have been internally overridden. Click Validate and Save. 7. After clicking Validate and Save on the Error Details screen, you will be taken to the Quote Summary Details screen where you will be prompted to perform validations. Click on Perform Full Off-Line Validations. After full offline validations are ran, the quote status will change to Valid where now the quote can be ordered. Last Updated: 22 October 2013 Page 12 of 20 Provide Feedback on this Training

13 Step 1: Navigate to the Line Items and Pricing screen and turn on the filters by clicking the Filters arrow. Step 2: Check the Show $0 Line Items box Step 3: Expand the Major Line to show the $0 Minor Lines by clicking on the arrow. Line Items and Pricing Screen Show $0 Line Items Last Updated: 22 October 2013 Page 13 of 20 Provide Feedback on this Training

14 Step 4: Navigate to the Error Details screen and select Error Correction from the Action dropdown menu. Error Details Screen Errored Line(s) Error Correction Action Last Updated: 22 October 2013 Page 14 of 20 Provide Feedback on this Training

15 Step 5: On the Error Correction popup window, expand the Global Mass Correct section by clicking on the arrow to see the error to be corrected. Check the box next to the error under the Error Code section and select Apply. This is applying correction to all 100 lines. Error Correction Popup Window Last Updated: 22 October 2013 Page 15 of 20 Provide Feedback on this Training

16 Step 6: A header level message stating that the Global Mass Correct has been applied will appear and the Error Status will show that the errors have been internally overridden. Click Validate and Save. Error Details Screen Global Mass Correct Applied Message Last Updated: 22 October 2013 Page 16 of 20 Provide Feedback on this Training

17 Step 7: After clicking Validate and Save on the Error Details screen, you will be taken to the Quote Summary Details screen where you will be prompted to perform validations. Click on Perform Full Off-Line Validations. After full offline validations are run, the quote status will change to Valid where now the quote can be ordered. Quote Summary Details Screen Validate Quote Quote Summary Details Screen Valid Status 2 Searching Errors in Operations Exchange Operations Exchange Community offers 1-page support articles for each error that can be obtained by using the search function. Note: Operations Exchange currently is moving to a new platform which does NOT include ALL the error support articles. Currently, navigate to the following location: Errors will NOT be searchable from within each specific Distributor or 2-Tier Partner screens. Searching errors MUST be done from the for Distribution screen. To locate each error support article using the search function, follow the steps below: Last Updated: 22 October 2013 Page 17 of 20 Provide Feedback on this Training

18 1. Select CSCC from the Search dropdown menu. Error Support Articles are ONLY available under CSCC search. Step 1: Select CSCC. Operations Exchange Community Searching Errors Select CSCC from Search Dropdown Menu 2. Enter Error Code in the search box and click the search ( ) icon. Last Updated: 22 October 2013 Page 18 of 20 Provide Feedback on this Training

19 Step 2: Enter error code and click search. Operations Exchange Community Searching Errors Enter Error Code 3. After searching for a specific error code, a support article will be displayed for error searched under the Support Articles tab. Select the error code hyperlink to view the specific Support Article for the error. Step 3: Under the Support Articles tab, click the specific error code hyperlink. Operations Exchange Community Searching Errors Search Result 4. The Error Support Article will provide the error information which includes the description of the error and what caused the error, steps for resolving the error and any additional related error codes (if any). Note: The Error Support Article can be printed or ed by clicking on the available icons. Last Updated: 22 October 2013 Page 19 of 20 Provide Feedback on this Training

20 Step 4: View the error information, steps for resolution and any additional error codes (if any). Note: The support Article can be printed or ed using the available icons Operations Exchange Community Searching Errors Support Article Last Updated: 22 October 2013 Page 20 of 20 Provide Feedback on this Training