My Colleagues Tool Granular Help
- Introduction, Training, and Support
- Manage Contracts
- Manage Users
- Compare Contracts
- Lock/Unlock Contracts
- Finding Contract(s), Cisco.com ID(s), or User(s)
- Sorting
- Column Content Descriptions
- General Account and
My Colleagues Tool Granular Questions
- Feedback
- Links under 'Related Tools'
- Glossary
- Terms and Conditions
1. Introduction, Training, and Support
Welcome to My Colleagues Tool Granular (Tool). This tool allows you
to determine which Cisco.com profiles have your contract numbers in them. Users need contract numbers in their Cisco.com profiles in order to open technical support cases and for hardware replacement.
With this tool,
you are able to add, remove, remove and block, and unblock contract numbers
to/from the user profiles associated with the contract numbers you administer. You are also able to lock contract numbers so that Cisco can't add them to any Cisco.com profiles and unlock those contract numbers. Block prevents the contract number from being added to a specific Cisco.com profile and lock prevents the contract number from being added to any profile.
Additionally, you are also able to export information to an Excel file on all the
contract numbers you administer, all users with access to a contact, or all users
blocked from a contract number.
You can manage up to 500 contract numbers using this tool. If you need to manage more than 500 contract numbers, consider using the My Colleagues Aggegate Tool which manages access at the Bill to ID level. My Colleagues Tool Granular and My Colleagues Aggregate are not connected to each other in any way. Also, if you use SCC and have more than 100 contract numbers in your profile, you may experience problems with SCC. You can fix this by upgrading to CSCC.
My Colleagues Tool Granular was last upgraded on September 12, 2008.
You are welcome to take a tour  of its current features, or read our list of common Questions & Answers .
If you have problems with the tool, go to the Service Support Center, click the "Open a Case" link. Then, under "Categories", select "Service Tools", "My Colleagues Tool Granular (MCTG)", and the appropriate drop down item for your problem type.
Click here to see more general information information regarding My Colleagues Tool Granular.
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2. Manage Contracts
The Manage Contracts screen allows you to either search for a single contract number or
select a single contract number. You can then choose one of the following
actions for that contract number: add, remove, remove and block, or
unblock. The results will be a list of users on which you can perform
a selected action.
You can reach this
screen by clicking on the Manage Contracts link from the Welcome screen
or by clicking on the MANAGE CONTRACTS tab near the
top of any other screen. (Note: You can return to the Welcome screen
at any time by clicking "My Colleagues Tool Granular" in the upper left hand
side of any screen.)
To search for
a contract number you can perform an action on for one or many users:
- In the area under "Search for Contract," to the right of Contract Number:,
enter the one contract number you are interested in.
- Under that, to the right of Action:, select an action from the drop down box (see descriptions of actions below).
- Click on the "Submit" button to the right of the action you just selected.
To select a contract number
on which you can perform an action for one or many users:
- In the area under "Select a Contract," choose a
radio button under the "Pick One" column. If you don't see the
contract number you want, you can sort the list of contract numbers by clicking on any of
the table column headings. Click the table column again to sort in the
opposite order. The default sorting is on contract number in ascending order. If you administer more than 100 contract numbers and want to view
more results than what is shown on the screen, click on the "Next" link to
go to the next grouping of results, or click on the drop down box with the
number in it and select a specific page number to show those results. Return
to a previous screen by clicking on "Prev" or by clicking on the drop down
box with the number in it.
- Once you have selected one of the contract numbers, at
the top or bottom of the list of contract numbers and to the right of Action:,
select an action from the drop down box (see descriptions of actions below).
- Click on the "Submit" button to the right of the action you just selected.
Figure 1: Manage Contracts - Main Screen
The Action: section determines which users
will be shown for the contract number you have entered or selected. In order to see a user in the tool, both you and the user must have at least one contract number in your profiles that is the same. Below
are descriptions of each action.
- Add Contract to User Profile(s) will
display all the users that do not currently have the entered or selected contract number in their user profiles and who you can add
the contract number to. In order to see a user in the tool, both you and the user must have at least one contract number in your profiles that is the same. If there are no users that this contract can be added to, a message will display saying this. If you don't see a user you want to add the contract number to, under "Add Contract to a Cisco.com ID", enter the user's Cisco.com ID and click on the "Submit" button.
- Remove Contract from User Profile(s) will display all the users that
currently have the entered or selected contract number in their user profile and who you can remove that contract number from. If you remove all contract numbers from a user, you will no longer be able to see that user in the tool, but they will not be removed from the Cisco user database. To see the user again, perform the "Add" action described above. If there are no users that this contract can be removed from, a message will display saying this.
- Remove and Block Contract from User Profile(s) will display all the users that
currently have the entered or selected contract number in their user profile. These are the users you can remove that contract number from and then permanently
block. Note that block prevents the contract number from being added again to a specific Cisco.com profile by Cisco (lock prevents the contract number from being added to any profile by Cisco). When you remove and block a contract, you will be required to enter a reason. If you remove and block all contract numbers from a user, you will no longer be able to see that user in the tool, but they will not be removed from the Cisco user database. To see the user again, perform the "Add" action described above. If there are no users that this contract can be removed and blocked from, a message will display saying this.
- Unblock Contract from User Profile(s) will display all the users that are
currently blocked from the contract number you entered or selected. After you unblock the user, you can then add that contract number to the user's profile. If you removed or removed and blocked all contract numbers from a user, you will no longer be able to see that user in the tool, but they will not be removed from the Cisco user database. To see the user again, perform the "Add" action described above. If there are no users from which this contract can be unblocked, a message will display saying this.
After you click "Submit" from the Manage Contracts main screen, when the list of users appears:
- You can can search for a user by first name, last name, email address, company name, or Cisco.com ID. To do this, under "Search for a User," select the search criteria from the drop down box next to Search Attribute:, enter the user's information in the Search Field: box, and click on the "Submit" button.
- To be able to view a user, you and the user need to have at least one contract number in both profiles that is the same. Choose the user(s) on which you want to perform the action
you selected by clicking the checkbox(es) in the "Select" table column to
the left of each user's name. To select all user checkboxes, click the box
under the word "Select" at the top of the left hand column or click on "Select All" at
the bottom of the table. Each user name will have a link to the user's
email address as it is listed in his/her user profile.
- In the "Select" column, choose the user(s) on which you
want that action taken.
- Click on the "Submit" button.
- Look for a confirmation message in a yellow box at the top of the screen.
- Look in your email for a confirmation email indicating the action occurred. These emails cannot be turned off.
If there are more than 100 users for the action you
selected for that contract number and you want to view more results than what is shown on the
screen, click on the "Next" link to go to the next grouping of
results, or click on the drop down box with the number in it to go to a specific list of results.
Adding a Contract Number to a User You Cannot See in the Tool
If you are trying to add a contract number to a user you cannot find or see, enter or select a contract, select Add Contract to User Profile(s), and click on "Submit." Under "Add Contract to a Cisco.com ID", enter the user's Cisco.com ID and click on the "Submit" button. This will add the contract number to that user's profile so you can then see him in the tool.
Figure 2: Manage Contracts - Add User(s)
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3. Manage Users
The Manage Users screen allows you to search for a user by Cisco.com ID, First Name, Last
Name, Company Name, or Email Address. You can then choose one of the following actions for that user: add, remove, remove and block, or unblock. The results will
be a list of contract numbers on which you can perform the selected action.
You can reach this screen either by clicking on the Manage Users link from the Welcome screen or by clicking on the MANAGE USERS tab near the top of
any other screen. (Note: You can return to the Welcome screen at any time by clicking "My Colleagues Tool Granular" in the upper
left hand side of any screen.)
To search for a user on which you can perform an action for a specific contract number:
- In the area under "Search for a User," select one of the following search criteria from the Search Attribute: drop down box: Last Name, First Name, Company Name, Email Address, or Cisco.com User Id. To be able to view a user, you and the user need to have at least one contract number in both profiles that is the same.
- Next to Search Field:, enter the search criteria you are interested in.
If you don't know the exact information for the user, you may enter all or a portion of their information instead.
- Click on the "Submit" button to the right of the action you just selected. A list of users that meet your search criteria will appear that you can choose from. See below for more information on selecting a user and taking action. If you cannot find or see the user to which you want to add a contract number, under "Add Contract(s) to a Cisco.com ID", enter the user's Cisco.com ID and click on the "Submit" button to see the list of contract numbers that can be added to that user's profile.
Figure 3: Manage Users - Main Screen: Search
To select a user you can perform an action on for a specific contract number:
- In the area under "Select a User," choose a
radio button under the "Pick One" column. Each user name will have a
link to the user's email address as it is listed in his/her user profile.
- Once you have selected
one of the users, to the right of Action:,
select an action from the drop down box (see descriptions of actions below).
- Click on the "Submit" button to the right of the action you just selected.
Figure 4: Manage Users - Main Screen - Select a User
The Action: section determines what contract numbers
will be shown for the user you have
selected. Below are descriptions of each action.
- Add Contract(s) to User Profile will display all the contract numbers that are not currently in the Cisco.com profile you entered or selected and
that you can add to the user's profile. If all contract numbers you manage are already added to the user, then a message will appear saying this.
- Remove Contract(s) from User Profile will display all the contract numbers that
are currently in the Cisco.com profile you entered or
selected and that you can remove from the user's profile. If you remove all contract numbers from a user, you will no longer be able to see that user in the tool, but they will not be removed from the Cisco user database. To see the user again, perform the "Add" action described above.
- Remove and Block Contract(s) from User Profile will display all the contract
numbers that are currently in the Cisco.com profile you entered or selected and that you can remove and then permanently block from
the user's profile so that Cisco cannot readd it. Note that block prevents the contract number from being added again to a specific Cisco.com profile by Cisco (lock prevents the contract number from being added to any profile by Cisco). When you remove and block a contract, you will be required to enter a reason. If you remove and block all contract numbers from a user, you will no longer be able to see that user in the tool, but they will not be removed from the Cisco user database. To see the user again, perform the "Add" action described above.
- Unblock Contract(s) from User Profile will display all the contract numbers that
are currently blocked from the Cisco.com profile you entered or elected and that you can unblock to enable that user to utilize those
contract numbers. If there are no contract numbers you manage that are blocked from the user, then a message will appear saying this.
When the list of contract numbers appears:
- Choose the contract number(s) on which you want to perform
the action you selected by clicking the checkbox(es) in the "Select" table
column to the left of each contract number (to select all user checkboxes,
click the box under the word "Select" at the top of the column or click on
"Select All" at the bottom of the table). If you don't see the contract
number you want, you can sort the list of contract numbers by clicking on
any of the table column headings to sort that column in ascending order.
Click the table column again to sort in the opposite order. The default sorting is on contract number in ascending order. If there are
more than 100 users for the action you selected for that user and want to
view more results than what is shown on the screen, click on the "Next" link
to go to the next grouping of results, or click on the drop down box to go
to a specific list of results.
- Clicking on the "Submit" button.
- A confirmation screen will appear letting you
know that the contract number(s) you chose have had the action you selected
completed for that user.
Adding a Contract Number to a User You Cannot See in the Tool
If you cannot find or see the user to which you want to add a contract number, under "Add Contract(s) to a Cisco.com ID", enter the user's Cisco.com ID and click on the "Submit" button to see the list of contract numbers that can be added to that user's profile. Select the contract number(s) you want added and click on the "Submit" button. You will then be able to see that user in the tool.
Figure 5: Manage Users - Main Screen- Enter Cisco.com ID
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4. Compare Contracts
The Compare Contracts screen
enables you to view all the contract numbers you administer. You can also export
all the contract numbers you administer to an Excel file that will be generated
at a later time and posted at a web site that you can access.
In addition, you can click on the link under either the "Users" or "Blocked Users" columns
to see the list of all users or blocked users for that contract number. You
can export these user lists to an Excel file that will be generated at a later time and posted at a web site that you
can access.
You can reach this
screen either by clicking on the Compare Contracts link from the Welcome screen (the first screen that appears when the Tool
opens) or by clicking on the COMPARE CONTRACTS tab near the
top of any other screen. (Note: You can return to the Welcome screen
at any time by clicking "My Colleagues Tool Granular" in the upper left hand
side of any screen.)
Figure 6: Compare Contracts - Main Screen
If you don't see the contract number you are interested in:
- Click on any of the table column headings to sort that column in ascending order. The default sorting is on contract number in ascending order.
- Click the table column again to sort in the opposite order.
- If you administer more than 100 contract numbers, click
on the "Next" link to go to the next grouping of results, or click on the
drop down box with the number in it and select a specific page number to
show those results. Return to a previous screen by clicking on "Prev" or by
clicking on the drop down box with the number in it.
To export all the information in the table for
all the contract numbers you administer:
- Under the list of contract numbers and to the
right of Action:, select Export to Excel from the drop down
box.
- Click on the "Submit" button.
- You will receive a confirmation message with a
link and an email with that same link indicating you can access the file in
24 hours and that the file will remain available for 14 days from your
request date. The file may be ready when you see the message. To
access the file, click on the link in the confirmation message, enter your user name
and password, and look for the file indicated in the text of the
confirmation. If the file is not there, you can click on the link in the
confirmation email you receive at a later time to look for the file. The file should not
take 24 hours to be accessible.
To view all the users who have a specific
contract number associated with their profile:
- Click on the link under the "Users" column for
that contract number (there will be no link if the number in the column is 0 and there are no users who have that contract number in their profile). A screen with all the users who have that contract
number in their profile will appear. Each user name will have a
link to the user's email address as it is listed in his/her user profile. If you are trying to determine if a specific user has the contract number you selected in his profile, you can search for that person by Cisco.com ID, first name, last name, email address, or company name.
Figure 7: Compare Contracts - Users
To export all the information in the table for
the users that have this contract number associated:
- Under the list of users and to the right of Action:, select Export to Excel from the drop
down box.
- Click on the "Submit" button.
- You will receive a confirmation message with a
link and an email with that same link indicating you can access the file in
24 hours and that the file will remain available for 14 days from your
request date. The file may be ready when you see the message. To
access the file, click on the link in the confirmation message, enter your user name
and password, and look for the file indicated in the text of the
confirmation. If the file is not there, you can click on the link in the
confirmation email you receive at a later time to look for the file. The file should not
take 24 hours to be accessible.
To view all the users who are blocked from a
specific contract number and cannot be associated with that contract number:
- Click on the
link under the "Blocked Users" column for that contract number (there will be no
link if the number in the column is 0 and there are no blocked users for a contract number). A screen with all
the blocked users who have that contract number associated with their profile will
appear. Each user name will have a link to the user's email address as
it is listed in his/her user profile.
Figure 8: Compare Contracts - Blocked Users
To export all the information in the table for
the blocked users for this contract number:
- Under the list of users and to the
right of Action:, select Export to Excel from the drop down
box.
- Click on the "Submit" button.
- You will receive a confirmation message with a
link and an email with that same link indicating you can access the file in
24 hours and that the file will remain available for 14 days from your
request date. The file may be ready when you see the message. To
access the file, click on the link in the confirmation message, enter your user name
and password, and look for the file indicated in the text of the
confirmation. If the file is not there, you can click on the link in the
confirmation email you receive at a later time to look for the file. The file should not
take 24 hours to be accessible.
If you don't see the user you are interested in
on the "Users" and "Blocked Users" screens:
- Click on any of the table column headings to
sort that column in ascending order. The default sorting is on user last name in ascending order.
- Click the table column again to sort in the opposite order.
- If there are more than 100 users, click on the
"Next" link to go to the next grouping of results, or click on the drop down
box to go to a specific list of results.
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5. Lock/Unlock Contracts
Only non-Cisco My Colleagues Tool Granular administrators can use this functionality. The Lock/Unlock Contracts screen
enables you lock or unlock the contract numbers you administer. Lock prevents the contract number from being added to any profile by Cisco (block prevents the contract number from being added to a specific Cisco.com profile by Cisco after it has already been previously added). Unlock enables Cisco to add that contract number to a user's Cisco.com profile.
You can view this
screen either by clicking on the Lock/Unlock Contracts link from the Welcome screen (the first screen that appears when the Tool
opens) or by clicking on the LOCK/UNLOCK CONTRACTS tab near the
top of any other screen. (Note: You can return to the Welcome screen
at any time by clicking "My Colleagues Tool Granular" in the upper left hand
side of any screen.)
The first time you click on the Lock/Unlock Contracts link, Terms and Conditions will appear. You will need to click on the "Accept" button after reviewing the Terms and Conditions to use the lock and unlock functionality.
Click here to review the Terms and Conditions. Once you have accepted the Terms and Conditions, you will not see this screen again. However, if you want to review the Terms and Conditions at any time, you can click on the Terms and Conditions link above or on the Welcome screen.
If a user contacts Cisco and requests technical support (TAC) or hardware replacement using a locked contract that is not in his Cisco.com profile, he will be denied service, regardless of severity. However, if the user already has that contract in his Cisco.com profile, access to TAC or hardware replacement will be permitted.
Only you (or another administrator who manages the locked contract using the tool) can add a locked to a user's Cisco.com profile.
To search for
a contract number and then lock or unlock that contract number:
- In the area under "Search for Contract," to the right of Contract Number:,
enter the one contract number you are interested in.
- Under that, to the right of Action:, select either "Lock Contract" or "Unlock Contract" to lock or unlock the contract number.
- Click on the "Submit" button to the right of the action you just selected.
To select one or many contract numbers you can lock or unlock:
- In the area under "Select a Contract," select one or many contract numbers by clicking on the check box(es) or select all the contract numbers by clicking on the checkbox under the word "Select" in the column to the far left. If you don't see the
contract number you want, you can sort the list of contract numbers by clicking on any of
the table column headings. Click the table column again to sort in the
opposite order. The default sorting is on contract number in ascending order. If you administer more than 100 contract numbers and want to view
more results than what is shown on the screen, click on the "Next" link to
go to the next grouping of results, or click on the drop down box with the
number in it and select a specific page number to show those results. Return
to a previous screen by clicking on "Prev" or by clicking on the drop down
box with the number in it.
- Once you have selected one or many contract numbers, at
the top or bottom of the list of contract numbers and to the right of Action:,
select either "Lock Contract(s)" or "Unlock Contract(s)." Click on the "Submit" button to the right of the action you just selected.
- A confirmation screen will appear letting you
know that the lock or unlock action you chose has been completed
for the contract number(s) and you will see that contract number in the list has been locked or unlocked.
Figure 9: Lock/Unlock Contracts
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6. Finding Contract(s), Cisco.com ID(s), or User(s)
Finding Contract(s)
To view contract numbers that you want to export to Excel
(and not perform any Actions on):
- Go to the Compare Contracts screen by
clicking on Compare Contracts from the
Welcome screen or on the COMPARE CONTRACTS tab near the top of
any other screen.
- If you don't see the contract number you are interested
in, you can sort the list of contract numbers by clicking on any of the table
column headings to sort that column in ascending order. The default sorting is on contract number in ascending order.
- Click the table column again to sort in the
opposite order.
- If you administer more than 100 contract numbers, click
on the "Next" link to go to the next grouping of results, or click on the
drop down box with the number in it and select a specific page number to
show those results. Return to a previous screen by clicking on "Prev" or
by clicking on the drop down box with the number in it.
Finding Single Contract and Related Users
To search for a single contract number and the one or many users
that you can add, remove, remove and block, or unblock from that contract
number:
- Go to the Manage Contracts screen by clicking on the Manage
Contracts link on the Welcome screen or on the MANAGE
CONTRACTS tab near the top of any other screen.
- Under "Search for
a Contract," enter the contract number you are looking for to the right of
Contract Number:.
- Under
Contract Number: and to the right of Action:,
select an action from the drop down box
and Click on the "Submit" button to the right of the action you just
selected.
To select a single contract number and
the one or many users that you can add, remove, remove and block, or unblock from that
contract number:
- Go to the Manage Contracts screen by clicking on the
Manage Contracts link on the Welcome screen or on the MANAGE
CONTRACTS tab near the top of any other screen.
- In the area under "Select a Contract," choose a
radio button under the "Pick One" column. If you don't see the
contract number
you want, you can sort the list of contract numbers by clicking on any of the table
column headings. Click the table column again to sort in the opposite
order. If you administer more than 100 contract numbers and want to view more results
than what is shown on the screen, click on the "Next" link to go to the next
grouping of results, or click on the drop down box with the number in it and
select a specific page number to show those results. Return to a previous screen
by clicking on "Prev" or by clicking on the drop down box with the number in it.
- Once you have selected one of the contract numbers, at the
top or bottom of the list of contract numbers and to the right of Action:, select an action from the drop down box.
- Click on the "Submit" button to the right of the
action you just selected.
Finding Associated or
Blocked User(s)
To view user(s) that you want to export to Excel (and not perform
any Actions on):
- Go to the Compare
Contracts screen by clicking on Compare Contracts from the
Welcome screen or on the COMPARE CONTRACTS tab near the top of
any other screen.
- If you don't see the contract number you are
interested in, you can sort the list of contract numbers by clicking on any of
the table column headings to sort that column in ascending order.
- Click the table column again to sort in the opposite
order.
- If you administer more than 100 contract numbers, click on
the "Next" link to go to the next grouping of results, or click on the drop down
box with the number in it and select a specific page number to show those
results. Return to a previous screen by clicking on "Prev" or by clicking on the
drop down box with the number in it.
- Once you locate the contract number you are
interested in, you can view the users associated with that contract number by
clicking on the link in the "Users" column. You can also view the
users blocked from being associated with that contract number by clicking on the
link in the "Blocked Users" column.
Finding Single
User and Related Contracts
To search for a single user in order to
find the one or many contract numbers that you can add, remove, remove and block, or unblock
to/from that user's profile:
- Go to the Manage Users screen by
clicking on the Manage Users link on the Welcome screen or on
the MANAGE USERS tab near the top of any other screen.
- Under "Search
for a User," in the drop down box next to Search Attribute: select the search criteria you want to use (First Name, Last Name, Email Address, Company Name, or Cisco.com User ID).
- In the field to the right of Search Field:, enter the user's information on which you want to search.
- Click on the "Submit" button and the user(s) that meet that search criteria will appear if you aleady have at least one contract number in your Cisco.com profile that is the same as those users.
- To the right of Action:,
select an action from the drop down box and click on the "Submit" button.
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7. Sorting
On any screen that has a table, you can sort the
information in any of the columns in that table. All the data in the
table will be sorted, not just the information you see on the screen (if
there are more than 100 contract numbers or users in the table).
- Click on any of the table column headings to
sort that column in ascending order.
- Click the table column again to sort in the opposite
order.
- If you administer more than 100 contract numbers and
want to view more results than what is shown on the screen, click on the "Next"
link to go to the next grouping of results, or click on the drop down box
to go to a specific list of results.
On the main Manage Contracts, Compare
Contracts, and Lock/Unlock Contracts screens, the contract numbers initially sort in ascending order. On the
main Manage Users screen, the users initially sort in ascending order by last name.
On any screen, when Access Level, Software
Download, or Service Request Management are sorted in ascending order, the lowest level
of access to the highest will be displayed. When sorted in descending order,
the highest level of access to the lowest will be displayed.
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8. Column Content Descriptions
The below column content descriptions
apply to all screens that display these column headings.
- Access Level: The information in the “Access Level”
column is determined by the Contract Type. The “Access Level”
column shows the type of Cisco service and support access that a user
will be given if he/she has that particular contract number associated with
his/her user profile. Note that if a user already has Partner
level access and a Customer level access contract is associated to
that user’s profile, the user will continue to have the Partner level
access provided by a Partner contract already associated with his/her
profile. When
this column is sorted, the ascending order will show the lowest level
of access to the highest level of access and the descending order the
highest level of access to the
lowest. Potential Access Levels are:
- Customer: To Cisco.com and Cisco
support, Customer level access indicates that the user has an
association with an organization that has a relationship with Cisco or
with one of Cisco’s Partners to buy or utilize Cisco’s product(s) and
services(s).
- Partner: To Cisco.com and Cisco support, Partner level access indicates that an
individual user has an association with an organization that has
sales, support, or service agreements directly with Cisco to sell,
promote, deploy, or service Cisco’s products and technologies.
Generally, Partner contracts provide access to more services than
Customer level access.
- Guest: To Cisco.com and Cisco support, these
users may have some relationship with Cisco by participating in
special offers and programs or subscribing to newsletters. However,
Guest level
access indicates that an
individual user does not qualify for Customer or Partner access, which
means their access to services is limited.
- Blocked Users:
On the Compare Contracts Main screen, the number of users that have
been blocked from associating that contract number in their profile.
- Cisco.com ID: The “Cisco.com ID” column shows each user’s Cisco.com ID (user profile
ID).
- Company Name: The “Company
Name” is the company the user indicated in their profile that they
work for.
- Contract Number: The “Contract
Number” column has the contract number.
- Contract
Type: The “Contract Type” column lists the type of contract. There
are many contract types that provide different service and support
access levels. For example, a SNTP contract would provide Customer
level access, but a PM2SP would provide Partner level access (see
below for more information on access levels).
- Email Address: The primary/business email address the user
supplied to Cisco when creating a Cisco.com ID.
- Locked: Displays "Yes" or "No" to indicate whether the contract number is locked or not.
- Name: The “Name” column
contains the users last name and first name, separated by a comma. If
a user’s name is clicked, a mail to function is launched with the
user’s email address in thier Cisco.com profile.
- Reason for Blocking User: The
“Reason for Blocking User” is mandatory and is stored in the
transaction history so that a Cisco representative investigating why a
user has been blocked from adding a contract number can see the reason why.
- Reason for Unblocking User: The
“Reason for Unblocking User” and is stored in the transaction history so that a Cisco representative
investigating why a user has been unblocked from adding a contract
number can see the reason why.
- Software Download: The “Software
Download” column indicates if the contract will enable a user to
download software it is added to his/her profile. When this column is
sorted, the ascending order will show the lowest level of
access to the highest level of access and the descending order the
highest level of access to the lowest. Each row will either
say Yes or No.
- Service Request Management: The “Service Request Management”
column indicates what level of access a user will be given if he/she
has that contract associated to his/her profile. When this
column is sorted, the ascending order will show the lowest level of
access to the highest level of access and the descending order the
highest level of access to the lowest. Each row will either
say:
- No Access: The user will not be able to do anything regarding service requests
- Query Only: The user will be able to view service requests, but cannot open or update them
- Query & Update: The user will be able to view and change service request, but cannot open them
- All - Query/Update/Open: The user will be able to execute all service request function
- Users: On the Compare Contracts Main screen,
the number of users that have that contract number associated with their user
profile.
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9. General Account and My Colleagues Tool Granular Questions
Changing Your Contact Information
- To change your contact information, on the Welcome screen, click on the "Edit this Information" link under Mobile Phone
Number:. This will take you to the area of Cisco.com Profile Manager where you can update your contact information.
- Change your
information as desired and click on the "Submit" button. Note
that if you change your email address, you will be required to
re-activate your account by clicking on the link in the email sent to
the new email address.
- To return
to My Colleagues Tool Granular, scroll to the "Additional Access" section and click
on the "My Colleagues Tool Granular" link.
Administering Additional Contracts
If you want to administer additional contracts, please contact your Cisco
representative (Account Manager, Relationship Manager, Channel Account
Manager, Service Sales Manager, etc.) with your Cisco.com ID and the
additional contract number(s) you want to administer. Your Cisco representative will need to open a case via the Service Support Center to have these contracts added or to send an email to web-help@cisco.com.
Which Users You Can Administer
You are able to add,
remove, remove and block, and unblock users who have at least one of
the contract numbers you administer in their user profile. If you remove all
your administered contract numbers from a user's profile, you will no longer
see the user. However, if the user still has other contract numbers
associated with their user profile that you do not administer, this
user will have the level of access to services and support that those
contracts provide. When all contract numbers are removed from the user profile, the user becomes
a Guest, but their user profile still exists in the Cisco database.
Reason
User Profile Remains in Cisco Database After All Contracts Removed
The user's account that contains his/her
contact information, additional access privileges, subscription
information, and a variety of other information. Note that the user
profile can be utilized for Cisco related services that do not require
a contract association. Therefore, when all contract numbers are removed from
the user profile, the user becomes a Guest, but their user profile
still exists in the Cisco database.
Number of Contracts or Users You Can Administer
You can only manage 500 contracts. If you want to manage more than 500 contract numbers, please discuss the My Colleagues Aggregate Tool with your Cisco representative instead. If you use SCC and it crashes with more than 100 contract numbers in your Cisco.com profile, ask to be upgraded to CSCC.
Confirmation Email When Action Occurs
When you Add,
Remove, Remove and Block, or Unblock a contract to/from a user's
profile using My Colleagues Tool Granular, you and that user will both receive an email confirmation
from "Ext-AdminSupport-prod@cisco.com."
This email address does not accept incoming mail, so do not reply or send any
email here. You cannot turn this email off.
Email When Cisco Adds a Contract Number to a User's Profile
When Cisco adds a contract number you administer to a user's profile, Cisco Systems will automatically send you an email notification from
"CiscoProfileUpdate@cisco.com" with the user's information and a link to My
Colleagues Tool Granular. This email notification is received by all
External Administrators who administer that contract number and have the email notification turned on.
This email address does not accept incoming mail, so do not reply or send any
email here.
New External Administrators have the email notification automatically turned on. If you want to start or stop receiving
these email notifications, you can open a case with the Service Support Center. Simply select the Category "Service Tools" and Sub-Category "My Colleagues Tool Granular". Be sure to reference "turn off email notifcation" when opening the case.
Time Out After 30 Minutes
If you are using My Colleagues Tool Granular and have
not utilized the tool for 30 minutes, then the tool will required you
to close your browser window and re-log in to My Colleagues Tool
Granular.
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10. Feedback
To provide My Colleagues Tool Granular Feedback, including proposed future enhancements:
- On any My Colleagues Tool Granular screen, on the right
hand side in the upper middle section of the page, look under the
"Toolkit" area. There is a "Feedback" link to the right of the
"Help" link. Click on this link. A Feedback screen
will appear.
- In the "Feedback: Help Us Help You" section, under "Please rate this
tool:," select one the radio button that best describes how you feel
about My Colleagues Tool Granular.
- Under "This tool helped me:," select either the "Yes" or "No" radio button.
- Under "Suggestions for improvement:," explain what you would change to make My Colleagues Tool Granular better.
- If you are willing to be contacted regarding your feedback, please be sure to include your "Name" or "Email" address.
- Click on the "Send" button. This will send an email to the
people who are responsible for improving this tool.
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11. Links under 'Related Tools'
On all My Colleagues Tool Granular screens, on the right
hand side under the area "Related Tools," there are four links to
other Cisco software applications. Only some of you will be
interested in utilizing the links as they do not apply to many of you.
- My Colleagues Aggregate: This link launches the Shared Support version of the My Colleagues Tool. You can only use this tool if you have been granted access.
-
My IC Colleagues: This link launches the Internet Commerce
version of the My Colleagues Tool. You can only use this tool if
you have been granted access.
- Partner Self Service: This
link launches the home page for the Partner Self Service (PSS) whereby
Partner users are able to associate themselves with a Cisco partner
and obtain Partner level access to manage user profile information and
company data.
- Service Contract Center: This link
launches the home page for Service Contract Center (SCC). This
tool enables contract owners to manage their contracts: add products,
remove products, etc.
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12. Glossary
- Access Level: The “Access Level” is determined by the Contract Type. The
“Access Level” column shows the type of Cisco service and support
access that a contract will provide a user if the contract is
associated with a user's profile or the access a user currently has. Note that if a user
already has Partner level access and a Customer level access contract
is associated to that user’s profile, the user will continue to have
the Partner level access provided by a Partner contract already
associated with his/her profile.Potential Access Levels are: Customer, Partner, and Guest. When this column is
sorted, the ascending order will show the lowest level of access to
the highest level of access and the descending order the highest level
of access to the lowest.
- Adding a Contract:
When a contract is added, this means that a contract is associated
to a user's profile. This provides the user with the ability to utilize all
services and support granted by that contract.
- Associated/Association: When a contract already exists in a user's profile, it is associated
with that user profile. When a contract is added
to a user's profile, a contract association happens.
Associating (or adding) a contract provides the user with the ability to utilize
all services and support granted by that contract.
- Block: A user that has a
contract removed from his/her profile and blocked means that user
from can never add that contract to his/her profile again, unless you
(or another My Colleagues Tool Administrator who administers that contract)unblock that contract from the user's profile.
- Cisco.com ID:
The user id that the user utilizes to log into Cisco.com.
- Company Name: The
“Company Name” is the company the user indicated in their profile that
they work for. When the
user registers, he/she enters a Company Name. The user can also
change this Company Name in Profile Manager.
- Contract Number: The “Contract
Number” is the unique identifier for an individual contract. No
two contracts will have the same number.
- Customer: To Cisco.com and Cisco
support, Customer level access indicates that the user has an
association with an organization that has a relationship with Cisco or
with one of Cisco’s Partners to buy or utilize Cisco’s product(s) and
services(s).
- Guest: To Cisco.com and Cisco support, these users may have some relationship
with Cisco by participating in special offers and programs or
subscribing to newsletters. However, Guest level access indicates that
an individual user does not qualify for Customer or Partner access,
which means their access to services is very limited.
- Locked: Displays "Yes" or "No" to indicate whether the contract number is locked or not. Cisco cannot add locked contract numbers to Cisco.com profiles.
- Mail to: When a user is clicked on
in the "Name" column, there is a link to that user's email address, as
it is specified in the user's profile.
- My Colleagues Tool Aggregate: An administrative tool
that enables a company to view and manage (add/remove contracts by
Bill to IDs) users who are registered on Cisco.com under specified
Bill to IDs. Access is granted to employees within a company who have
been designated as External Administrators for their company by a
Cisco account team representative.
- My Colleagues Tool Granular: An administrative tool
that gives users the ability to actively manage contract additions,
removals, remove and block, and unblock contracts to/from user
profiles associated with their service contracts.
- My IC Colleagues: An
administrative tool that allows commerce users, based on ERP Customer
Number and External Administrator access, to manage users' price lists
and other Internet Commerce features.
- Name: The “Name” column
is created by combining the last name and the first name from the
user's profile and separating the two names by a comma. If
a user’s name is clicked, a mail to function is launched with the
user’s email address in their Cisco.com profile.
- Partner: To Cisco.com and Cisco support, Partner level access indicates that an
individual user has an association with an organization that has
sales, support, or service agreements directly with Cisco to sell, promote, deploy,
or service Cisco’s products and technologies. Generally, Partner
contracts provide access to more services than Customer level access.
- PSS: Partner Self Service, which enables Partner users to
associate themselves with a Cisco partner and obtain Partner level
access to manage user profile information and company data.
- SCC: Service Contract Center, which enables contract
owners to manage their contracts: add products, remove products, etc.
- Service Request Management:
The“Service Request Management” column indicates what level of access the contract
will provide a user if the contract is associated with a user's
profile or the level of access user currently has to view, open, or
update service requests if this contract is added to his her/profile.
Each row will either say: No Access (not able do anything regarding
service requests), Query Only (able to view service requests, but
cannot open or update them), Query & Update (able to view and change
service request, but cannot open them), and Query/Update/Open (can do
all service request functions). When this column is
sorted, the ascending order will show the lowest level of access to
the highest level of access and the descending order the highest level
of access to the lowest.
- Reason for
Blocking User: The field that must be filled out when you are
removing and blocking a contract from a user's profile.
- Reason for Unblocking User: The field that must be filled out when you are
unblocking a contract from a user's profile.
- Removing a Contract: When a
contract is removed, this means that a contract is no longer
associated with a user's profile. This removes the user's
ability to utilize all services and support granted by that contract.
However, if a user has one or many other contract(s) associated with
their profile, they will retain the access related with the contract
that has the highest level of access.
- Remove and Block: When a contract
is removed and blocked, this means that a contract is no longer
associated with a user's profile and that contract cannot be
associated with that user's profile (unless you or another My
Colleagues Tool Granular
Administrator who administers that contract unblocks that contract
from the user's profile). This removes the user's ability to
utilize all services and support granted by that blocked contract.
However, if a user has one or many other contract(s) associated with
their profile, they will retain the access related with the contract
that has the highest level of access.
- Software Download: The “Software
Download” column indicates if a contract enables users associated with
it to download software or if a user currently has the ability to
download software. Each row will either say Yes or No.
- Unblock:
A user has been
blocked from adding a contract to his/her profile. That user
cannot add that contract to his/her profile again, unless you (or
another My Colleagues Tool Granular Administrator who administers that contract) unblock that contract from the user's profile and add it to
the user's profile again.
- Unlock: A contract number that has been locked is unlocked using this action. Cisco cannot add locked contract numbers to Cisco.com profiles.
- User Profile: The user's account
that contains his/her contact information, additional access
privileges, subscription information, and a variety of other
information. Note that the user profile can be utilized for Cisco
related services that do not require a contract association.
Therefore, when all contracts are removed from the user profile, the
user becomes a Guest, but their user profile still exists in the Cisco
database.
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13. Terms and Conditions
As a My Colleagues Tool Granular External Administrator, if you should always have more than one administrator for your contracts. You should also ensure that your contact information is always correct, or our access may be removed.
In order to utilize the Lock/Unlock Contracts functionality, you must read the Terms and Conditions you see when you click on the Lock/Unlock Contracts link and you must click on the "Accept" button agreeing to those Terms and Conditions.
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