1. Select Entitled Assets
- By default, when you select a sold-to from your auto-suggestion / pull down list, the system will return a query that shows only Entitled Confirmed assets for this sold-to
- The Service Request creation dialog allows you to also look at assets where there's no Entitlement confirmed. This may result in a billable ticket, depending on the nature of your request, but it does show you your other assets that are not covered under any sort of maintenance
- To change the filter, go to the Navy bar that says Show: Entitled confirmed, use.the menu option to select 'All Products'
- You can toggle back to "Entitled confirmed"
- Looking at your full list of assets under the "All products" option, you can determine which have entitlement and which do not by looking to the left of the product name. Any product that is not entitled will have a circle with an exclamation point in it.
2. Invalid Sold-To or No Assets on the Sold-To
When you go to the Service Request page: https://support.avaya.com/service-requests/enterticket.action and you select the Sold-to option (versus querying on Serial Number or other "Don't Know Either options"), you will either have a pull-down list of sold-to's, or you will have a free-form text field that allows you to enter the Sold to or Address of the Sold to. There can be a number of causes.
A) Your sold-to is valid and the system displays a list of assets for that Sold-to.
This is the view from Step 1 above.
B) Your sold-to is not valid
- This should only occur in free-form data entry.
- The Auto-completion of the sold-to will give you a No results found error,
- If you use the Enter button, you will get No results were found for the sold to entered. If this occurs, try selecting from the auto-complete list
- If you are unable to see your sold-to, you should go to sso.avaya.com and look at your sold-to profile. You must be approved to Administer the sold to in question
- Partners can also use the support.avaya.com/support/bpLookup.action to look up sold-to's associated to your account. This link can be found in the All Tools link at the bottom of most pages
- If there are access control issues, please open up an ITSS ticket. The contact information can be found at: support.avaya.com/contact/
C) Your sold-to is valid, but there are no assets on the sold-to
- When this happens, you will get a message that indicates: No results were found for the sold to entered
- This means that your query did not return any assets (this will be changed to reflect a more clear indication of the problem)
- You can still use this sold-to for ticketing, just go to Section #4 How to open a ticket on a product
D) There are assets on the Sold-to, but none are displayable on the web
- When you have assets on the sold-to, but they are not displayable on the web, either do to filters or due to Siebel limitations (i.e. registration assets are not selectable for ticketing), you will get a different output.
- The Sold-to "No results" error will not be seen, but you will get a message in the asset display window indicating that there are no results for the criteria listed.
- You can toggle the filters to look for all assets
3. Refine your Search Options
- Partial Serial number searches can occur once you have selected a sold to.
- Choose Refine your Search:
- Select the Serial Number option.
- The query will auto-complete the serial number based on your data entry.
- The partial match will also work for Asset nickname and the other filters
4. Opening a ticket on a product (or what to do when you have no assets on a sold-to)
- If the asset you are looking for is not on the sold-to, you can open the ticket by using the Product Selection option
- If there are no assets on the sold-to you are working with, you can still open a ticket on the sold-to by using the Product Selection option
- Below the Asset display window, scroll down to the “Can’t find your asset? Try choosing a product” link and open the sub menu
- Re-enter your sold-to if prompted
- Enter the name of the product you wish to open a ticket against, and select from the list of suggestions
- Note.. this will allow you to open a ticket, but the ticket will not have entitlement, and so will not be routed outside of business hours
