Avaya Support Web Tips and Troubleshooting: Finding Entitlement on Assets and Sold Tos

Doc ID    PRCS100328
Version:    3.0
Status:    Published
Published date:    05 Sep 2014
Created Date:    26 Jul 2012
Author:   
WENDY ERICKSON
 

Abstract

The Avaya Support Portal has two methods of looking at Entitlements:

  1. Asset-based entitlement is displayed in the Create Service Request dialog so you can be sure to select an entitled asset
  2. Sold-To based entitlements can be displayed for an account through the eService Dialog

This Solution will walk you through both methodologies.

You must be logged in through https://support.avaya.com to be able to see entitlements.

Body

1 Selecting an Entitled Asset

  • Log in through SSO to https://support.avaya.com
  • Go to the Service Requests tab
  • Select the CREATE A NEW SERVICE REQUEST button
  • Enter your Sold-to or site address on the Find your Sold-To entry
  • Select your Sold-To from the pull-down list


  • This should return the list of assets for the specified Sold-To
  • Use the Show Entitlement Confirmed pull-down to only show entitled assets


  • NOTE: If you select a non-entitled asset your ticket may be billable, and will not route outside of business hours regardless of terms and conditions on the Entitled Assets for  this Sold-To
  • NOTE: If you cannot find your asset, you can leverage the Can’t find your asset? Try choosing a product option, however, this will act as a non-entitled asset


2 You can also View the Contract for a Sold-To

  • Log in through SSO to https://support.avaya
  • Go to the Service Requests tab
  • Select the ACCOUNT INFORMATION button
  • Enter your Sold-To, and you MUST pick the Sold-To from the auto-suggested list
  • With your Sold-To selected, hit the VIEW ACCOUNT INFORMATION button
  • This will bring you to the eService interface for that Sold-To
  • Select the Agreements & Entitlements hyperlink at the top of the page

  • Select the Query button
  • Set the Status pull down to Active
  • Select “Go”

  • From the Results, you can highlight a specific Agreement, and look at the details in Agreement Entitlements

 


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