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Updated:April 23, 2024
Document ID:LIC220965
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
Contents
For External Customer / Partner Use Only: These instructions are provided to help customers / partners perform the action themselves to resolve the issue. If the customer / partner runs into issues in the instructions, please have them open a case with licensing support (https://www.cisco.com/go/scm) to help resolve. Please DO NOT perform these actions yourself if you are an internal Cisco resource outside of the Licensing Support team.
Before you start, ensure that you have:
Active Cisco.com account
User must have access to the order
User needs to have an active Smart Account or Holding Account
Note:An order goes on Smart Account Hold due to the following reasons:
A Pending Smart Account was assigned to the order, or there is no smart account assigned to the order.
To remove the hold, simply assign an active smart account to the order and the hold is going to be released.
Step 2: In the Global Search, search with the Sales Order Number or Web Order Number to which a Smart Account needs to be assigned
Step 3: From the search results, click on the Sales/Web Order Number to view order details
Step 4: Click on "View or change Smart Account Assignments" link present in the banner message displayed at the top of the page
Step 5: Click on Assign Smart Account (if NO Smart Account assigned already) or click on edit or pencil icon (to change the existing assignment)
Step 6: In "Smart Account Assignment" screen, select "End Customer Smart Account" or "Holding Smart Account" tab
Step 7: Select a search parameter (Domain Identifier/Account Name/Email ID) and search for an Active End Customer/Holding Smart Account
Step 8: Select the desired Smart Account from the search results
Step 9: Select an appropriate Virtual Account from the "Virtual Account Name" field and click Assign button
Step 10: Select the checkbox to accept the terms of use and click on Submit button
Step 11: Finally, click on "Yes" to submit the change
Note: Once an Active Smart Account is assigned to the Order, Smart Account Hold would be released automatically
Troubleshooting:
1.I am not able to access the order in CCW. Check if the order is achieved yes, then raise a support case
2.I am not able to find the SA or holding account to which I want to assign the order. Check If the smart account or holding account is active, if not inform customer to activate smart account
3.I have assigned the SA /holding account but still the order shows up in SA hold. If the smart account is active and order is still on SA hold, please raise a support case
If you experience an issue during the assignment of Smart Account, open a case in Support Case Manager (SCM).
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