Is there a schedule for portal maintenance or downtime?
There are usually new portal release updates every month. Maintenance normally occurs on weekends, which begins on Fridays at the end of the business day (based on US Pacific time) in order to minimize interruptions with your workflow.
Notifications are posted in the portal and in the Smart Net Total Care community each time so that you can plan accordingly. Click Follow in the Actions menu from the main page of the community in order to ensure that you can see these notifications.
How can I determine the devices that are supported by the portal?
You can use the Product ID Checker tool in order to discover the devices that are included in the portal reports.
How do I delete reports from the portal?
A user cannot delete reports from the portal.
Note: The reports that are listed under My Reports are kept on record for at least 72 hours, and then they are removed automatically from the list.
This section provides answers to the most frequently asked questions in regards to portal administration and management.
How do I control access to different types of information in the portal?
If you are a customer administrator, you can grant or deny access to the product alerts and device configuration information, as well as the service coverage management and alert management capabilities.
In order to view your upload status, log into the Smart Net Total Care portal and select Administration > Upload Processing in the left navigation pane. The statuses for all of your uploads, along with the time that each started and completed, appear in the right pane.
This information appears regardless of upload origin (CSPC, third-party collectors, or comma-separated value (CSV) file uploads).
This section provides answers to the most frequently asked questions in regards to inventory.
How do I obtain a complete list that includes all of my equipment?
Navigate to Inventory > Summary in order to generate a report that provides a high-level overview of your devices, along with the counts for the devices that are in each category.
For device details, navigate to Inventory > Custom Inventory in order to generate a report that shows you all of the items in your inventory. It also includes the devices that are recognized and those that are not recognized as Cisco devices.
In order to obtain a list with a single record per device, navigate to Inventory > All Equipment and generate the report. This view contains a limited number of attributes and returns only one line per device.
How do I check the EOL dates for my devices?
Navigate to Alerts > Devices with Alerts in order to generate a report that provides an alert count for each alert type, for every device in the selected inventories. This report lists all of the devices in rows and has columns that display the count of software End-of-Life (EoL) notices and hardware EoL notices. You can drill down on the count numbers in order to reach a list of the specific devices that are affected by the alerts.
The most comprehensive source for EoL information is the predefined Alerts report. In order to reach this report, navigate to Actions > Schedule Task > Product Alerts Report.
Can I remove an inventory from the portal?
Users cannot remove an inventory from the portal at this time.
Here are some available actions that you can complete:
Navigate to Application Settings > Report Preferences and choose Latest view in order to view only the device details from the latest collection or file upload.
If you use the collector for inventory, then you can control the information that is collected via adjustments to the collector parameters.
If you have a valid NLS1 or Smart Assist contract, then you can submit a Cisco TAC case to the Smart Net Total Care portal team in order to request the deletion.
How can I view the details of devices that are included in more than one inventory?
Navigate to Inventory > Inventory Duplicates in order to generate a report that lists the details for the devices that are included in more than one inventory.
Can I change the name of a current inventory?
This capability is not supported at this time.
Can I change the display name of my account?
The registered company name that displays in the portal reports cannot be changed, but you can add a name that displays in all of the reports in addition to the registered name. Your customer administrator can select the Customer Display Name tab in Application Settings, and then edit the Display Name field.
Where can I find information about Last Day of Support?
This information is available as an attribute in several reports, but the quickest way to view this information is to navigate to Alerts > Last Day of Support. This report lists all of the devices (in the selected inventories) for which the published Last Date of Support (LDoS) of the device hardware is either within the next two years or past the date.
Where can I find the contract number that is associated with a specific device?
Navigate to Contracts > All Contracts in order to generate a report that shows the comprehensive details for all of the service contracts, devices covered, and also the status of the contracts. Click the contract number in order to view a list that includes all of the devices in the inventory that are covered under that contract.
If you want to view the contract number for a specific device, then navigate to Inventory > Custom Inventory and ensure that the Contract Number attribute is displayed. If it is not, click the three vertical dots in the top-right corner of the frame. This displays the list of available attributes. Ensure that the Contract Number checkbox is checked.
How do I check the support coverage status for a device?
Navigate to Contracts > Covered in order to generate a report that lists the devices, in the selected inventories, that are covered by one or more valid Cisco service contracts. Filter for the serial number (SN) of the device in question. If it is not found, then complete the same process in the Contracts > Not Covered report.
Navigate to Actions > Schedule Task > Contracts Management Report in order to generate a more robust report that includes details for all of the contracts, covered devices, uncovered devices, and more.
Note: The Inventory > Custom Inventory report also contains contract details.
What is the quickest way to find a specific contract number and the associated devices?
Navigate to Contracts > All Contracts in order to generate a report that lists all of the contracts that cover your collected inventory. From this report, you can find the contract in question, and then drill down in order to locate the devices that are covered by that contract.
Navigate to Inventory > Custom Inventory in order to generate a report, and then filter for the SN. Drill down on the SN until you reach the Equipment page, and then select Contracts.
What does it mean to be covered or not covered by support contracts?
Navigate to Contracts > Covered in order to generate a report that lists the devices, in the selected inventories, that are covered by one or more active Cisco service contracts. This can include Signed, Active, or Overdue contracts. Alternatively, the Contracts > Not Covered report lists the devices, in the selected inventories, that are not presently covered under a service contract.
How can the portal help me with service coverage management?
The Service Coverage Management video describes several ways that you can use the portal information in order to improve your service coverage.
This section provides answers to the most frequently asked questions in regards to alerts.
How do I determine whether there are any product alerts for a device?
Navigate to Alerts > Devices with Alerts in order to generate a report that provides an alert count for each alert type, for every device in the selected inventories. You can use this report in order to filter for specific devices by IP address, SN, or other device attributes.
What kind of security information does the portal provide me? How does Smart Net Total Care help keep my network secure?
The portal provides product security incident response team (PSIRT) information, which provides device-level security information. This helps you decide whether your devices have software vulnerabilities that should be addressed.