How to Request BroadWorks License Files?

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How to Submit BroadWorks License Requests

Follow these steps to submit a BroadWorks license request via the Cisco Support Case Manager (SCM) Portal:

1. Log In to SCM

• Access Cisco’s Support Case Manager (SCM) Portal and log in using your credentials.

2. Open a New Case

• On the left panel, click ‘Open New Case’.
• Select “Software Licensing” in the left panel.
• On the right panel, select “Ask Licensing”.

3. Select BroadWorks Licensing

4. Understand BroadWorks License Categories

• BroadWorks license requests are categorized as follows:

5. Select Category and Subcategory

• First select your top category and click “Submit”.

• Then select the relevant subcategory and click on “Open a Case”.

6. Complete the Case Form

• Fill out the form to capture information for your case.

• Fields marked with a red asterisk (*) are required.
• Hover over the blue info icon (i) for field-specific guidance.
• At the bottom for the form, you’ll see options to Cancel, Clear, or Restart from Beginning
• Once all required fields are completed, the “Submit” button will become active.

7. Submit the Form

• After populating the fields, click “Submit” to generate your case.

8. Confirmation and Case Access

• While the case is generated, you will see the following message.

• Once the case is created, you’ll receive a confirmation message with a clickable case number.
• Click on the case number to access your case in SCM.  You can add additional notes or attachments, such as tech-support files.

9. Session Options

• You’ll have options to download your session, restart or exit.

Additional Notes & Tips

• Estimated Fulfillment Time:  The typical processing time for BroadWorks licenses is 5-7 business days.

• Delivery timelines are best effort estimates; not guaranteed.
• Some requests will require additional time to seek special approvals from other departments such as Finance, Legal, Product, etc.

• Avoid Delays, please ensure your request is clear, complete, and unambiguous.
• Proactive Monitoring: Monitor your license consumption to maintain operational headroom. Submit requests well in advance to avoid operational blockages and maintenance window scheduling challenges.
• License Emergencies: BroadWorks license files are exclusively managed by a specialized team at Cisco, working an 8-hour day, 5 days a week, in the EST time zone. If you face a license-related emergency that is blocking your live production system and impacting current end-users, open an SCM BW license ticket to provide the necessary details for the BroadWorks license team. To ensure a prompt response, also open a critical TAC case and reference the BW license case SR number.

• Accessing SCM:

• If you encounter issues accessing SCM, create or update your profile via Cisco Profile Manager
• For phone support, visit Cisco Worldwide Contacts  (US support number is 1 800 553 2447) .

• Finding Required Data:

• Some of the required data can be found in your current license files. Here is an example:

• Attach Supporting Files:

• Supporting files, such as tech-support or GET outputs from the impacted AS cluster(s), can be uploaded after the case is created. These files help prevent incomplete or ambiguous details.

• Case Communication:

• All correspondence must occur within the ticket.
• When emailing, include your case number at the start of the email subject line and CC attach@cisco.com to ensure the email is added to the ticket.
• The SCM “Chat Now” feature is not configured to support BroadWorks license requests.

• Post-License Confirmation:

• Once BroadWorks licenses are delivered, the case status will be updated to “close pending.” If we do not receive any feedback, we will automatically close the case after a few days.
• After a case is closed, a new ticket will be necessary for any additional license change requests.

By following these steps and tips, your BroadWorks license request will be submitted efficiently and accurately.