Smart Net Total Care Portal User Guide First Published: August 01, 2015 Last Updated: November 04, 2016 Table of Contents Table of Contents ........................................................................................................................................................ 1 Preface ....................................................................................................................................................................... 5 Audience................................................................................................................................................................................. 5 Related Reference .................................................................................................................................................................. 6 Cisco Support Community for Smart Net Total Care ........................................................................................................... 6 How-To Video Repository ................................................................................................................................................... 6 Roles and Access ........................................................................................................................................................ 6 Delegated Administrator (DA) ................................................................................................................................................. 6 Smart Net Total Care User Roles ............................................................................................................................................ 6 Customer Administrator ...................................................................................................................................................... 7 Customer User.................................................................................................................................................................... 7 Cisco Branded Reseller (CBR) Administrator ....................................................................................................................... 7 Cisco Branded Reseller (CBR) User .................................................................................................................................... 8 Getting Started ............................................................................................................................................................ 8 Self-Service Onboarding – Getting Access to Smart Net Total Care Portal ............................................................................. 8 Pre-requisites for Self-Service Onboarding ........................................................................................................................ 8 Self-Service Onboarding Process ....................................................................................................................................... 9 Creating Your Initial Inventory................................................................................................................................................ 10 Basic Portal Navigation.......................................................................................................................................................... 11 Components of the Portal ................................................................................................................................................. 12 Settings and Customizations ...................................................................................................................................... 13 Customer .............................................................................................................................................................................. 13 Inventory and Segment ......................................................................................................................................................... 14 Steps to Customize........................................................................................................................................................... 14 Application Settings .............................................................................................................................................................. 14 1
Transcript
Smart Net Total Care Portal User Guide First Published: August 01, 2015 Last Updated: November 04, 2016
Table of Contents Table of Contents ........................................................................................................................................................ 1
Related Reference .................................................................................................................................................................. 6
Cisco Support Community for Smart Net Total Care ........................................................................................................... 6
How-To Video Repository ................................................................................................................................................... 6
Roles and Access ........................................................................................................................................................ 6
Smart Net Total Care User Roles ............................................................................................................................................ 6
Customer User .................................................................................................................................................................... 7
Cisco Branded Reseller (CBR) User .................................................................................................................................... 8
Getting Started ............................................................................................................................................................ 8
Self-Service Onboarding – Getting Access to Smart Net Total Care Portal ............................................................................. 8
Pre-requisites for Self-Service Onboarding ........................................................................................................................ 8
Self-Service Onboarding Process ....................................................................................................................................... 9
Creating Your Initial Inventory ................................................................................................................................................ 10
Components of the Portal ................................................................................................................................................. 12
Settings and Customizations ...................................................................................................................................... 13
Inventory and Segment ......................................................................................................................................................... 14
Steps to Customize ........................................................................................................................................................... 14
Smart Net Total Care Portal User Guide Table of Contents
General ............................................................................................................................................................................. 14
Company Notifications ...................................................................................................................................................... 14
My Notifications ................................................................................................................................................................ 14
My Reports ........................................................................................................................................................................... 15
Account Information and Contract Status .......................................................................................................................... 16
Active Alerts ..................................................................................................................................................................... 19
Last Day of Support .......................................................................................................................................................... 20
All Contracts ..................................................................................................................................................................... 20
Support Coverage ............................................................................................................................................................. 20
Equipment with Expiring Coverage in 30 Days .................................................................................................................. 21
Equipment with Overdue Coverage ................................................................................................................................... 21
Equipment Type ................................................................................................................................................................ 22
Smart Net Total Care ............................................................................................................................................................ 22
Equipment Type ................................................................................................................................................................ 22
Support Coverage ............................................................................................................................................................. 22
Active Alerts ..................................................................................................................................................................... 22
Community ....................................................................................................................................................................... 23
Active Alerts ..................................................................................................................................................................... 24
All Collectors .................................................................................................................................................................... 25
Service Coverage ............................................................................................................................................................. 27
All Alerts ........................................................................................................................................................................... 28
All Field Notices ................................................................................................................................................................ 29
All Hardware Alerts ........................................................................................................................................................... 30
All PSIRTs ......................................................................................................................................................................... 30
All Software Alerts ............................................................................................................................................................ 31
Devices with Alerts ........................................................................................................................................................... 32
Last Day of Support .......................................................................................................................................................... 32
All Contracts ..................................................................................................................................................................... 38
Not Covered ..................................................................................................................................................................... 39
My Support Cases for Past 90 Days ................................................................................................................................. 41
All Equipment .................................................................................................................................................................... 42
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Smart Net Total Care Portal User Guide Table of Contents
Inventory by Product ......................................................................................................................................................... 42
Inventory by Sites ............................................................................................................................................................. 43
All Hosts ........................................................................................................................................................................... 43
Not Collected .................................................................................................................................................................... 45
Third Party ........................................................................................................................................................................ 45
Not Recognized ................................................................................................................................................................ 45
Not Field Replaceable ....................................................................................................................................................... 45
Obtaining Documentation and Submitting a Service Request ....................................................................................... 47
Legal Information ....................................................................................................................................................... 47
Preface Cisco Smart Net Total Care™ is a part of Cisco’s Smart Services portfolio that combines Cisco’s industry-leading and award- winning, foundational technical services with an extra level of actionable business intelligence delivered to you through the Software as a Service (SaaS) model. Through the Smart Net Total Care web-based portal and accompanying reports, you are provided all the information you need to manage your Cisco inventory. The integrated smart capabilities provide current information about your installed base, contracts, and security alerts to enhance the efficiency of your support workflows. Smart Net Total Care provides:
■ Faster problem resolution: Resolve problems faster by identifying issues quickly and streamlining your incident management processes to improve IT service levels. Smart capabilities, including proactive alerts, automated diagnostics, and up-to-date contract coverage and product information, help minimize downtime and promote business continuity.
■ Risk mitigation: Reduce risk by having access to Cisco technical experts (Cisco Technical Assistance Center) and smart tools that improve visibility into the state of your IT infrastructure 24 hours a day, 365 days a year. Installed base visibility in the Smart Net Total Care portal helps ensure that critical Cisco products are covered by the proper service contracts. The portal also makes it easy to proactively plan and budget for refresh of your Cisco products that are nearing end-of-life (EoL) or end-of-support (EoS).
■ Operational efficiency: Increase operational efficiency through proactive management tools and automated processes that make network administrators and managers more productive. Automated inventory and contract management minimizes the effort required to maintain an up-to-date view of your network, highlighting changes while providing budget and planning foresight.
Audience This document is intended for users (hereafter referred to as “You”) of the Smart Net Total Care Portal (hereafter referred to as the Portal).
The instructions in this guide are based on the premise that device data from your network is uploaded to Smart Net Total Care, at least once, through one of the supported methods.
You can access this User Guide through the Useful Links page in the Portal.
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Smart Net Total Care Portal User Guide Roles and Access
Related Reference To learn more about Smart Net Total Care, you can visit the support community or view the video repository.
Cisco Support Community for Smart Net Total Care https://supportforums.cisco.com/community/4891/smart-net-total-care.
In this community, you will find help, resources, and support on smart capabilities such as portal, reports and collections regarding the software version 3.x.
How-To Video Repository http://www.cisco.com/E-Learning/bulk/subscribed/SNTC_vods_EN/index.html
To view a video:
1. Go to the Repository.
2. Select <Preferred Language> > Installed Base Reporting.
3. Select the video you want to view.
You can develop a greater understanding of some of the concepts and processes described in this guide through video tutorials available in this repository.
In this user guide, links to videos, directly related to the topics covered, are provided under How-To Videos.
Roles and Access
Delegated Administrator (DA) Delegated Administrators are super Admins and each entitled company must have one or more DAs. Delegated Administrators are responsible for registering and managing access to additional users and administrators in the organization. The DA must be an employee of the organization.
The DA can register, grant access to, or revoke access from Smart Net Total Care administrators and users through the Cisco Access Management Tool. DAs can also use this tool to modify existing permission for the various Smart Net Total Care roles. Only a DA can create/ register Smart Net Total Care user roles.
For more information on adding or deleting users through the Cisco Access Management Tool, watch this video.
How-To Video ■ User-Company Association
Smart Net Total Care User Roles A user role in the Portal is a role an individual has been granted. Each role is built into the system and comes with certain rights and limitations that affect what the user can see and do in the Portal. Depending on the organization one or more people can perform one or more of the following roles. The roles are:
Smart Net Total Care Portal User Guide Roles and Access
■ Customer User
■ Cisco Branded Reseller (CBR) User
■ Cisco Branded Reseller (CBR) Administrator
Note 1: CBR Administrators and CBR users may not be Delegated Administrators for their customer’s entitled company.
Note 2: Persons holding more than one role will see data that is a mix of all the data they have access to.
Customer Administrator Customer Administrators must be an employee of the entitled company they are registered with. A customer administrator can do the following:
■ View the reports.
■ Create and maintain portal privileges for other users, administrators, CBR administrators, and CBR users registered with the company.
■ Register collectors.
■ Perform file imports.
■ Manage alerts.
■ Manage service coverage.
■ Grant or restrict user’s access to create segments.
■ Provide Letter of Authorization to Cisco Branded Resellers.
■ Assess network architecture for IPv6 and other protocols.
Customer User Customer users must be the employees of the entitled company they are registered with. If provided access by their Customer Administrator, customer users can do the following:
■ View the reports of the company they are associated with.
■ Access specific segments and inventories for which they have access privilege.
■ Access information related to the installed base, alerts, device configuration, alert management, and service coverage.
Cisco Branded Reseller (CBR) Administrator DAs and Customer Administrators can provide access rights and privileges to CBR Administrators, associated with their company, to perform certain administrative tasks on their behalf.
If provided the rights, a CBR Administrator can:
■ Register other members as CBR Administrators or CBR Users.
■ Register collectors.
■ Perform file imports.
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Smart Net Total Care Portal User Guide Getting Started
■ Manage alerts.
■ Manage service coverage.
■ Manage user access
■ Access select information about contracts resold by other partners if there is a Letter of Authorization (LOA).
Cisco Branded Reseller (CBR) User CBR users can, if provided access by the customer administrator of the entitled company, do the following:
■ View reports of the entitled company.
■ Access select information about contracts resold by other partners if there is a Letter of Authorization.
How-To Video ■ Roles and Access
Getting Started The Smart Net Total Care Portal uses device information and analyze it against security and support data from Cisco’s knowledge base. This provides you with actionable information to resolve problems faster, improve operational efficiency, and better manage support risks.
Self-Service Onboarding – Getting Access to Smart Net Total Care Portal If you are a Cisco SMART entitled user (customer and partner), you can self-register to get access to the SNTC 3.x portal.
The Self-Service Onboarding process validates your entitlement to access data by verifying the provided contract and serial number.
The first person in the organization to go through the self-service onboarding process becomes the Delegated Administrator. The onboarding process provides guidelines to choose a DA. Ideally, the DA should be someone who is already managing user access and accounts in the organization. Network administrators are a good fit for this role.
If your organization already has DAs, they will be notified of new user self-service requests so that they can authorize their access to the Smart Net Total Care portal. Note: It may take up to 24 hours for new registration information to be activated.
Pre-requisites for Self-Service Onboarding ■ You must have a valid Cisco Account Profile.
■ One or more smart-entitled contracts must be associated with your profile. Examples of smart-entitled contracts include SMARTnet which is now Smart Net Total Care, SP Base, TelePresence, Essential Operate, and Solution Support.
■ Your profile must include a valid business email address. Personal email domains such as @yahoo, @gmail, @hotmail and so on are not acceptable.
Smart Net Total Care Portal User Guide Getting Started Self-Service Onboarding Process
Complete the following tasks to complete the Self-Service Onboarding:
1. Open Smart Net Total Care > Registration.
2. Under Go Proactive, click Register. The Cisco Login page opens.
3. Login with a valid Cisco User ID and Password. The Self-Service Registration Overview Page opens. This page provides steps to register and roles and responsibilities of the Delegated Administrator.
4. Click Become a Delegated Administrator. The Delegated Administrator Request Form opens.
Note: If you do not want to become the Delegated Administrator, stop the registration process and identify the right person in your organization to assume this role. If you request to be a Delegated Administrator and your organization already has another Delegated Administrator, your request is forwarded to that person for approval.
5. In the Delegated Administrator Request Form:
a. Type the smart-entitled contract number.
b. Type the serial number of a device covered under the contract.
c. Click Submit. This button is not active if the serial number of the device or the contract number is invalid.
After you submit the form, a verification email is sent to the email id you specified.
Smart Net Total Care Portal User Guide Getting Started
6. Click the verification link in the email. You get a “Your Request is submitted” notice. If you do not find the verification email in your Inbox, check the Spam folder.
After you submit your request successfully, it takes up to 24 hours to validate and process it. When the processing is complete, you receive the following emails:
■ Accept Delegated Administrator Terms & Conditions: The first email contains a link to the Cisco Services Access Management tool. You can review and accept the terms and conditions for becoming a Delegated Administrator for your organization using this tool. Log in to the tool and click Review Legal Agreement.
■ Access to Smart Net Total Care Portal: The second email contains a link to the Smart Net Total Care Portal. It confirms your access and role. By default all Delegated Administrators are assigned a customer administrator role in the portal. The customer administrator role authorizes you to perform file upload and other administration activities within the portal.
You can login to the portal using your CCO user ID and password.
Creating Your Initial Inventory An Inventory is a set of devices that have been uploaded into the Smart Net Total Care system through one or all of the supported methods. The methods you can use to get your Cisco installed base information into the Smart Net Total Care Portal are as follows:
■ Using the Cisco Common Service Platform Collector (CSP-C).
■ Using a third party collector.
■ Doing a CSV file import.
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Smart Net Total Care Portal User Guide Getting Started
If you are a new self-service customer administrator and no inventory has been created yet, you will be taken to the Get Started Page when you login. This page contains step by step guidance to help you import your inventory through a CSV file import or automate device collection through a collector.
If you are a new user and you see “No records found” when you log in, contact your customer administrator and ask them to create the initial inventory.
If you are associated with accounts of multiple customer (multi-role user) in the Portal and the reports show “No Records Found” when you log in, the organization's device data has probably not been uploaded. Contact the Customer Administrator(s) of that Customer to upload the inventory.
Note: If no IP address is received for a device during Inventory upload, its IP Address field in the reports is "--".
How-To Video ■ Creating your Initial Inventory
Basic Portal Navigation Smart Net Total Care leverages the Smart Services Connection platform that provides intuitive and easy to use reports. These reports can be filtered, viewed in different formats, and customized in the way you want to view data.
Smart Net Total Care Portal User Guide Getting Started
The following screenshot depicts the Smart Net Total Care Portal, as it will typically appear when you access it, provided it has been populated at least once with your organization’s device data.
Components of the Portal Refer to the preceding image to view the major components of the Portal
■ Left Navigation Pane (LNP): This portion of the page contains links to the reports, dashboards, and settings.
■ Logged-in User: The name of the user currently logged-in appears here.
■ Select Language: Click on this icon for Localized reports and portal. Currently the portal screens are localized in French, Spanish, Canadian French, and Simplified Chinese.
Left Navigation Pane (LNP)
Smart Services Connection Banner Information
View as Billboard
Select Language View as Table
Applied Filters
View as Bar Chart
Select Column
View as Pie Chart
Personalize views
Logout
Logged-in user
Filter Text
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Smart Net Total Care Portal User Guide Settings and Customizations
Note: Some reports or help for the reports may not be available in the selected language.
■ Information: Click this icon to see how-to videos, download a copy of this guide, and to get more information about Smart Net Total Care.
■ View as Table: Click this icon to view the content of the report or dashlet in a tabular format.
■ View as Bar Chart: Click this icon to view the content of the report or dashlet as a bar chart.
■ View as Pie Chart: Click this icon to view the content of the report or dashlet as a pie chart.
■ View as Billboard: Click this icon to view the most important data flashed as billboard. Click on the billboard to get back to the previous view.
■ Log Out: Click this icon to sign-out from the Portal.
■ Personalize Views: Click on the small triangle next to the column name to set/sort the data in that column.
Note: You can drag and drop the columns to another preferred position or select “Pin Left”/ “Pin Right” to move the column to extreme left/right.
■ Filter Text: Type a value in this text box and press Enter. The data in the column is filtered to show results matching the criteria specified. You can add filter values to one or more columns.
■ Applied Filters: Click on this icon to view the filters applied to the columns (if any) in the report.
■ Select Column: Click on this icon to view the whole list of columns available for the report. Click on the column name to hide or show it in the report.
Note: From 3.4 release onwards, your report preferences are retained automatically to your profile. Modifications such as selected columns, order of column placements, and column size are retained across sessions, until you change them. Filters and sort sequences, however, are retained only for the particular session.
How-To Video Navigation and Dashboards
Settings and Customizations Use the Smart Net Total Care selector panel at the top of the Left Navigation Pane (LNP) to customize or select the data that displays in the reports. You can customize or select based on customers, inventories, and segments.
At the top of the LNP, the name of the Cisco Smart Service being used is displayed. In this case, Smart Net Total Care.
Customer Right below the service name, you will notice the customer name and the Inventory and Segment. This is the name of the entitled customer whose device data is visible in the reports.
Most customers will see only one choice in the Customer tab—the name of their organization. Customers comprising more than one business organization will see multiple choices for each organization that they are entitled to access. Partners or multi-role users, authorized to view their customer’s data, may also see multiple customers listed.
Smart Net Total Care Portal User Guide Settings and Customizations
Inventory and Segment The Inventories and Segments available for the selected Customers (Entitled Companies) appear under Inventory and Segment. The content depends on the user access settings assigned to you.
An inventory is the device data uploaded from one collection source. An inventory can be further partitioned into Segments.
Steps to Customize 1. Click the pencil icon. The Data Filters window opens.
2. Click Customer. Choose a customer name. You will only see the data from the selected customer(s) in the reports.
3. Click Inventory and Segment.
4. Choose the desired inventories and segments. You will see the data only from the selected inventories and segments in the reports.
Note: If you choose more than one inventory or segment, the reports include data from all.
Application Settings
General This tab provides the list of business services and customers that you can access and your role for each customer.
Company Notifications If you have an administrator role, use this tab to manage distribution lists for messages you want to send to the users.
My Notifications Use this tab to manage how often you want to receive alerts and system messages from the portal.
Report Preferences Within this tab, you can select the type of data that you want to view in your reports:
■ Latest View: Choose this view to see reports with only the latest data uploaded by the supported collectors or CSV files. This is the default view for new users.
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Smart Net Total Care Portal User Guide Settings and Customizations
■ Comprehensive View: Choose this view to see reports with complete data from all collections.
The selected option/preference impacts all visible data, across LNPs- online dashboards, offline/scheduled reports, online smart reports and widgets.
Note: The Scheduled reports will reflect the preference set at the time the report is generated.
How-To Video ■ Flexible Inventory Reporting
My Reports My Reports page contains:
■ All reports generated by users through the Export function. The reports names are the same as those listed in the LNP. You can generate these reports by clicking Export in the reports.
■ Scheduled reports, generated by the system, using the Scheduled Task function. By default, these report names include the user name and a unique numeric identifier. You can change the report name when scheduling the reports.
The saved reports can be in PDF, XLSX, or CSV format as specified while generating the report. The reports are, typically, retained for 72 hours from the time they are generated.
You can download the reports to your local device by clicking the format link (XLSX, PDF etc.) in the Download column.
Note: Depending on the amount of data to be processed, reports might take several minutes to hours before they are available for downloading.
Useful Links This page contains links to resources for:
■ Training
■ Support
■ Smart Net Total Care Community access
■ Managing Contracts
■ Troubleshooting Smart Net Total Care
■ Managing accounts
■ Initiating Return Material Authorization (RMA) Process
Schedule Task You can use the workflow provided to schedule the automatic generation of selected reports as a specified time or on a continuous basis. After the reports are generated they are available under My Reports. By default, these report names include the user name and a unique numeric identifier. You can change the report name when scheduling the reports.
Dashboards Smart Net Total Care Dashboards provide a consolidated view of the most important data. You can use the dashboards to get an overview of the status of the contracts, inventories, devices, and alerts within the chosen customer’s installed base.
The Portal has the following dashboards:
■ Admin
■ Alert Management
■ Contract Management
■ Inventory Management
■ Smart Net Total Care
To view reports and alerts most relevant to you, you can create personalized dashboards and save them in the Portal. These dashboards are retained over subsequent sessions. See section Creating Customized Dashboards for details.
Admin The Admin Dashboard is used by the administrators to manage users and device data collections.
The data and reports that users see within the Portal is determined by their roles. Administrators can apply “role-based access control” to limit users’ access based on what they need to know. For example, one group of users can be given access to data for a specific network segment, while access to another group of users can be limited to only specific reports.
The Admin Dashboard contains four dashlets.
Account Information and Contract Status The Account Information and Contract Status dashlet displays the contract information for accounts with support contracts active for a particular installation.
Segment Management Note: This dashlet is only available to the administrators.
The Segment Management dashlet displays the segments within an inventory and related information. Segments are used to divide data presented in the Portal based on hostname, IP address, or SysName. This segmentation is performed by the administrators who later grant users access to individual segments. Users may or may not have access to all segments depending on what the Administrator defines.
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Smart Net Total Care Portal User Guide Dashboards
Through this dashlet you can,
■ Create data segments based on multiple criteria, including Boolean conditions.
■ View a list of devices included in a created segment.
■ Grant users access to data for a segment.
■ View, modify, copy, or delete existing segments.
To Create a New Segment: 1. Click Actions > Create a New Segment. The Create a New Segment window opens.
2. In the Name field, type a unique segment name, with no special characters or spaces. You can use numbers.
3. Choose a condition value: Hostname, IP Address, and so on.
4. Choose a Boolean operator: contains, begins with, and so on.
5. Type a matching condition. You can use wildcards.
6. Click the plus (+) icon.
7. Repeat steps 1-6 to set another condition, if required.
8. Review the device list and grant user access, if needed. If you want to perform this action after creating the segments, alternate methods are provided in the following sections.
9. Click Create. A new segment is created.
To View a List of Devices in a Segment: 1. Right-click on an existing segment name and choose View/Modify.
2. Click See Device List.
To Grant Users Access to Data in a Segment: 1. Right-click an existing segment name and choose View/Modify.
2. Click Select User. You can select all users or individual users.
3. Click Add to grant access to the selected users. Users and other customer administrators receive an email notification when they are granted access to a segment or their access is revoked.
4. Click Apply to save your changes.
To View or Modify an Existing Segment: 1. Right-click an existing segment name and choose View/Modify.
2. Modify the existing settings, as required.
3. Click Apply to save your changes.
To Make a Copy of an Existing Segment: 1. Right-click an existing segment and choose Copy to a New Segment.
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Smart Net Total Care Portal User Guide Dashboards
2. Type a new and unique name for this segment.
3. Modify the existing settings, as required.
4. Click Create.
Segments created by CBR Admins are visible to the Customer Admin in the Segment Management dashlet only. From this dashlet, Customer Admins can assign CBR Users to a segment created by a CBR Admin. However, they cannot assign Customer Users to segments created by a CBR Admin.
Note: The segments created and managed in this report only impact how data is presented and accessed in the Smart Net Total Care reports. This segmentation does not impact the networks themselves, at the customer site.
How-To Video ■ Network Segment Management
Uploads The Uploads dashlet displays a record of the last collections made, for an entitled company, through:
■ The CSP Collector
■ CSV File imports
■ Collector file uploads from supported 3rd party collectors
You can use this dashlet to monitor the frequency at which you refresh your network data in the Portal.
Users This dashlet lists the users who can access the data for the given account.
As a customer administrator, you can use this dashlet to:
■ Grant or revoke user access to particular features of the Portal.
■ See a log of changes made to a user's account.
■ Revalidate the Letter of Authorization (LOA) for CBR Users and CBR Admins.
Note: Changes made to a user's access settings will take effect the next time the user logs into the system.
To See the Users You Can Manage: Note: This task can be performed only by the customer administrator
1. Click the 3 vertical dot icon ( ) and un-hide the Manageable column (if it is previously hidden).
If the Can Manage value against a user is “Yes,” you can manage the user.
To Manage Access for a User: Note: This task can be performed only by the customer administrator
2. Right-click to open the menu of options. Choose Manage Access.
3. Grant the user access to Accessibility and Capabilities, as provided in the dialog box.
Accessibility refers to features that the user can see and capabilities are whether the user can perform actions within a given report.
4. Click Confirm to save your changes.
To Update the Letter of Authorization for a CBR User: Customer administrators can perform this action for CBR users and CBR administrators.
1. Click the radio button to select the user.
2. Click Actions > Revalidate Letter of Authorization (LOA) Access. A table listing users whose LOA Privilege is expiring within the next 30 days, opens.
3. Click Revalidate to continue the LOA Privilege for the user.
To See Profile Update History: 1. Click the radio button to select a user.
2. Click Actions > Profile Update History. A log of actions taken by Admins for the selected user opens. You can review the actions taken by other customer administrators in this log.
Note: You can also see this log by clicking Profile Update History in the Actions > Manage Access dialog box.
How-To Video ■ Manage User Access
Alert Management Smart Net Total Care provides information about customer devices impacted by Cisco’s published product alerts and security advisories.
Alert management workflows enable you to assign status messages to received alerts. The status options for active alerts are “Ignore,” “Action Taken,” or “Action Required.” You can filter alerts based on these status messages so that you view only the most relevant alerts.
The Alert Management Dashboard contains two dashlets.
Note: For a table view of alerts, click the link next to Alert Type category.
Active Alerts Note: In default chart view, the name is “Active Alerts by Type”
The Active Alerts dashlet shows the total alert count for each alert type for selected inventories. Active alerts are the alerts that you have not acknowledged.
You can use this report to:
■ See an overall summary of outstanding alerts by category.
■ See the devices impacted by an alert category. Click the appropriate section in the pie chart.
Purpose of this Report This dashlet helps network administrators and technicians to quickly focus on the most relevant alerts, thereby increasing operational efficiency and improving risk management.
How-To Videos ■ Alert Prioritization
■ Alert Administration
Last Day of Support The Last Day of Support (LDoS) dashlet lists the number and details of devices (in the selected inventories) for which the published LDoS for the device hardware:
■ Is within 12 months.
■ Is over 12 months but within 24 months.
■ Has passed.
How-To Video ■ Coverage Gaps
Contract Management The Contract Management dashboard shows the status of the Cisco service contracts and the associated devices. It contains four dashlets.
All Contracts The All Contracts dashlet provides comprehensive detail of service contracts for devices discovered and validated by the network discovery. This information is also available in Library > Contracts. In the Library, the report opens in the table format by default.
For more information, see the All Contracts section.
Support Coverage The Support Coverage dashlet shows the number of devices, grouped according to their contract status. The pie chart provides consolidated information extracted from the more detailed reports in the Contracts library.
Note: This dashlet replaces the Equipment Coverage dashlet.
For covered devices, the following statuses are shown:
■ Covered (Signed): Number of devices for which the coverage is set to begin on a future date.
■ Covered (Active): Number of devices currently covered under a service contract. This number indicates all the unique devices with at least one active contract.
■ Covered (Overdue): Number of devices for which contract has expired. The contract for these devices can be renewed within 30 days of the expiry date. Post that, the contract is treated as new.
■ Covered (Expiring in 90 days): Number of devices for which contract will expire within 90 days.
■ Covered (Coverage status not visible): The number of devices of which you are not authorized to view the contract status. This scenario occurs if the devices are covered by partner contracts.
For not covered devices, the following statuses are shown:
■ Not covered: Number of devices not covered by Cisco contract.
■ Not covered (Acknowledged): Number of devices not covered by Cisco contracts but the reason for non-coverage is provided.
If a device is covered by multiple contracts having different status, the device appears under both statuses. For example, if a device has a contract that is active and another that is overdue, the device is counted under both Covered (Active) and Covered (Overdue) statuses.
If a certain type of contract status is not available in the inventory, it is not reflect in the pie chart. For example, if there are no devices with signed contracts, the Covered (Signed) status does not show up.
Purpose of this Report This dashlet provides network administrators and contract administrators a high-level view of the contract coverage for their inventory. This helps them manage contracts more efficiently thereby increasing operational efficiency and improving risk management.
Note: The number of covered devices in this dashlet may be different to the number displayed in the Contracts library report and the Inventory Summary report. This is because the covered count in this dashlet represents the number of devices per inventory that are covered by at least one valid Cisco contract. The Contracts library reports and Inventory Summary reports, however, list the number of valid contracts per device. A device might be covered under multiple contracts and therefore can appear multiple times in the report. The count next to the report name represents the row count of the report.
Equipment with Expiring Coverage in 30 Days The Equipment with Expiring Coverage in 30 Days dashlet lists the devices for which the Cisco service contract expires within 30 days. You can click on the Hostname URL for more information.
Equipment with Overdue Coverage The Equipment with Overdue Coverage dashlet lists the devices for which coverage is overdue.
Inventory Management This dashboard comprises of data collected from your devices and matched with Cisco’s manufacturing and commerce records. It contains two dashlets.
The dashlets in this dashboard provide network administrators and technicians a greater visibility of the devices in their network. This helps them increase operational efficiency and improve risk management.
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Equipment Type The Equipment Type dashlet provides a summary of all devices in your network segregated into categories such as power supplies and chassis. Click each category to drill down, through several levels of categorization, for individual device details.
How-To Videos ■ Inventory Summary
■ See Inventory Devices
■ Custom Reports
■ Collection Details
■ See Upload History
Inventory Source The Inventory Source dashlet displays for each device, in the selected inventories, the source from which they are uploaded – collectors (CSPC and 3rd party), CSV file import, or collector file upload.
How-To Videos ■ Inventory Summary
■ See Inventory Devices
■ Custom Reports
■ Collection Details
■ See Upload History
Smart Net Total Care This is the default dashboard that opens when you visit the Smart Net Total Care Portal for the first time. This dashboard contains four dashlets:
Smart Net Total Care Portal User Guide Library Community
The Community dashlet displays recent announcements from the Smart Net Total Care team and links to popular discussion topics in the online forum.
Creating Customized Dashboards To view reports that are most important to you, you can create customized dashboards. These dashboards are saved in the Portal and can be accessed from the LNP. To create your own dashboard, follow these steps:
1. Click the ‘+’ symbol next to the label DASHBOARDS in the LNP. A blank pane “New Dashboard” opens.
2. In the New Dashboard pane, click Dashboard settings > Layout Template. All the available layouts for the dashboard appear.
3. Click the radio button next to a layout to select it.
4. Click Add Dashlets. A list of all Library reports opens.
5. Choose the report you want to include in the dashboard. Continue till you have added all reports that you wish to see.
6. Click Save As to save the dashboard. You can provide a new name for the dashboard while saving it.
7. To rename the dashboard, click Rename.
8. To delete the dashboard, click Delete.
Library All Smart Net Total Care reports are grouped under the following categories in the Library:
■ Administration
■ Alerts
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■ Architecture Assessment
■ Contracts
■ Incidents
■ Inventory
■ Inventory Insight
Administration If you are an administrator, the reports in this catalog will enable you to track service contract coverage, identify and monitor new devices, sort out most relevant alerts. Reliable and regular reporting helps you proactively access concerns and minimize risks. These reports also help in resource planning and budget allocation.
Contracts Properties The Contracts Properties Report enables you to choose whether a contract should be included in the Aggregated Report. The report also displays the name and comments of people who made the changes.
To Include a Contract in the Aggregated Report: 1. Click the checkboxes to select the contracts you want to include.
3. Click the checkbox- In Scope for Aggregated Report.
4. Type your name in the Name field.
5. Type a comment in the Comment field. This step is optional.
6. Click OK to confirm.
To View the Audit History: 1. Click the checkboxes to select the contracts for which you want to view the Audit History.
2. Click Actions > View Audit History.
Upload Processing The Upload Processing report shows the status of the inventories completed, or inventories for which the data analysis is in progress. Sources of inventory upload include: Collection from CSPC and third-party collectors, CSV file import, and collector file upload.
Active Alerts Note: This report is only visible to the administrators and authorized users.
The Active Alerts report enables administrators to view alerts and provide/manage alert access to users. Administrators can use this report to:
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■ Set an alert status to “Ignore” and explain the reason with comments or notes. This can be set for all affected devices or for a particular device.
■ Type a note to call someone's attention to an alert.
■ View alert details by clicking the link in More Info column.
■ View the Status and Notes for each alert.
Purpose of this Report This report enables network administrators and technicians to improve operational efficiency and risk management by focusing on the alerts that are most important to them.
To Change the Alert Status of all Devices Impacted by a Particular Alert: 1. Click the checkboxes for each row you want to modify.
2. Click Actions > Change Alert Status. A new window opens.
3. To change the status of an alert from Active to Ignore, select Ignore. The alert will no longer appear in the Active Alerts report. To revert to Active status, use the All Alerts report.
4. Type a note in the Notes field. This is optional.
5. Type a comment in the Comment field. This is optional.
6. Click OK to confirm.
Note: Changing the status for an Alert affects all your inventories.
To View a List of Devices Affected by an Alert Type: 1. Click the number link in the Affected Devices column. You can also manage Alert Status for individual devices through
this.
To See the Alert Status and Notes: 1. Un-hide the Status and Notes columns if not visible by default.
How-To Videos ■ Identify Relevant Alerts
■ Alert Administration
All Collectors The All Collectors Report lists collectors registered for the selected company.
Data gathered from these collectors is included in the data reported by the Portal. Additional methods of data upload include: CSV file import and collector file upload.
File Import Note: Only administrators and authorized users can perform a file import.
If you maintain your device data manually in spreadsheets, you can upload the formatted data into the Smart Net Total Care portal. The data is then analyzed and enriched with Cisco support information. This feature enables you to upload device inventory data from a file rather than from an onsite collector.
You can use the File Import feature as the only means for uploading data (if you do not want to install a collector) or in conjunction with the collector.
You can generate the device data file in either of the following two ways:
■ Use the template file provided and type the device information into the file,
■ Use a collector to generate the device file and then use File Import to upload the device data. In this case, you use the collector to gather the device data, but then upload the data manually.
When you use file upload along with a collector, you supplement the collector’s inventory. It enables you to add devices that are in your network but cannot be collected by the collector. These devices could be behind a firewall or spare devices not powered-on or not connected to the network.
To Prepare a CSV File for Upload Using a Template: 1. Select “CSV File Import” as the import type.
2. Download the sample CSV file by clicking the link.
3. Type the information for the parameters. Remember to delete row 2 and column I.
4. Save the file as a .csv file
Note: You can only have only one inventory selected while accessing the file import capability.
To Prepare a Collector File for Upload: 1. Retrieve the inventory file from the collector. Do not modify this file.
2. Save the file to your local hard drive.
To Upload the CSV or Collector File: 1. Select the appropriate import type i.e. CSV file import or collector file import.
2. Select an existing inventory or click Create a New Inventory.
3. If you chose to create a new inventory, type a name in the field provided
4. Choose the type of file you are uploading, either a Collector-generated file, or a CSV file using the template.
5. Click Choose File to locate the file on your local desktop.
6. Click Import to upload.
The Serial Number and the Product ID must be recognized by Cisco as valid-- that is, they must correspond to data in the Cisco database associated with your “entitled” company. If the values are not recognized as valid values, the item will be displayed as such in the Inventory Insight reports.
Note: You can add devices to the CSV file for subsequent uploads and they will be added to those you previously uploaded. To check the status of an imported file, click Upload Processing, in the Administration Library.
For detailed information on File Upload, visit the Smart Net Total Care Support Community.
Smart Net Total Care Portal User Guide Library How-To Video
■ File Import Capability
Service Coverage The Service Coverage Report enables you to set and view the reason (s) why devices are not covered by service. You can use this report to:
■ Document coverage decisions.
■ Provide actionable information for renewals.
Purpose of this Report Contract administrators can use this report to focus their attention on renewal actions for devices that need coverage versus those they have already reviewed and have chosen to ignore. This enables them to increase operational efficiency and improve risk management.
Before preparing for service contract renewal, view the report and follow this course of action:
1. Review the devices not covered by Equipment Type.
2. Record the reason why service coverage is not required on some items.
3. Filter on the devices marked Review Needed.
4. Export the data to PDF, CSV, or XLSX formats.
5. Share the data with the network administrators in the planning meeting.
To Set a Reason for Not Covering a Device: 1. Select the checkbox for the desired devices.
2. Click Actions > Specify Not Covered Reason.
3. Choose the reason.
4. Type a comment in the Comments field. This is optional.
5. Click OK to confirm. A system generated confirmation message appears.
6. Read the message and close the dialog box.
To View the History of Reasons Set for a Device: 1. Select the checkbox for the desired devices.
2. Click Actions > View Not Covered Reason History. A list of reasons and comments available for the selected devices appears.
Note: The reasons chosen and comments provided in this report also appear in the Not Covered report, under Library > Contracts.
Segment Exclusions The Segment Exclusions report lists all the devices, in an inventory, that have not been grouped into any segment. This is especially helpful if you are using segments to group your devices.
Administrators can use the Actions menu in the Segment Management dashlet of the Admin Dashboard to create/edit segments, set-up rules, and place the un-segmented devices into specific segments.
Purpose of this Report This report helps administrators determine the devices that are not grouped into any segment yet.
Alerts The reports under this catalog are related to alerts provided by the Portal. You can preempt network disruption by identifying and proactively acting on alerts that impact the devices in your network.
■ Hardware alerts inform you about end-of-life issues with devices in your network.
■ Software alerts inform you about end-of-life issues with software versions you are using.
■ Security alerts inform you about security vulnerabilities associated with specific devices in your network.
■ Hardware field notices inform you about other significant issues (apart from security vulnerability issues) with a hardware device. A Hardware Field Notice often requires customer action such as RMA.
■ Software field notices inform you of other significant issues (apart from security vulnerability issues) with a software version you are using. A Software Field Notice often requires customer action.
Purpose of These Reports These reports help network administrators and technicians to quickly focus on the alerts and field notices most important to them, thereby improving operational efficiency and risk management.
How-To Videos ■ Alert Prioritization
■ Alert Administration
All Alerts The All Alerts report lists product alerts for the selected inventories, categorized by type. You can use this report to:
■ Change the status of an alert from “Ignore” to “Active”.
■ Review alerts based on the number of affected devices.
To See Alerts that Affect the Maximum Devices: 1. Click the column heading: Affected Devices so that the arrow-head points down. This sorts the information in
descending order.
To See the Alert Description, as Published by Cisco: 1. Under the More Info column, click the URL for the desired alert row.
Smart Net Total Care Portal User Guide Library To See the Alert Status and Notes
1. Un-hide the columns: Status and Notes if not visible by default.
To Change the Alert Status from Ignore to Active: Note: This task can only be performed by administrators and users with alert management permissions.
1. Select the checkbox for each alert you want to change.
2. Click Actions > Change Alert Status. Active status is selected by default.
3. Type a note in the Notes field. This is optional.
The Actions menu in this report cannot be used to change the status from Active to Ignore. If you have access to the Administrator reports, go to Library> Administration> Active Alerts and change the status from Active to Ignore. Otherwise, contact the customer administrator in your organization.
Note: If you have taken action on all of the affected devices for a given alert, the status is “Acknowledge”.
All Field Notices The All Field Notices report lists hardware field notices, categorized by type, for the selected inventories. You can use this report to:
■ Change the status of a Field Notice from “Ignore” to “Active”.
■ Review field notices based on:
— Number of affected devices.
— Vulnerability assessment of Field Notices.
To see Field Notices that Affect the Maximum Devices: 1. Click the column heading: Affected Devices so that the arrow-head points down. This sorts the information in
descending order.
To See the Field Notice Description, as Published by Cisco: 1. Under the More Info column, click the URL in the desired row.
To See the Field Notice Status and Notes: 1. Un-hide the Status and Notes columns if not visible by default.
To Change the Field Notice Status from Ignore to Active: Note: This task can only be performed by administrators and users with alert management permissions.
1. Select the checkbox for each Field Notice you want to change.
2. Click Actions > Change Alert Status. Active is selected by default.
3. Type a note in the Notes field. This is optional.
Note: If you have taken action on all of the affected devices for a given Field Notice, the status is Acknowledge.
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The Actions menu in this report cannot be used to change the Status from Active to Ignore. If you have access to the Administrator reports, go to Library > Administration> Active Alerts and change status from Active to Ignore. Otherwise, contact the Smart Net Total Care administrator in your organization.
All Hardware Alerts The All Hardware Alerts report lists hardware alerts, categorized by type, for the selected inventories. You can use this report to:
■ Change the status of an alert from “Ignore” to “Active”.
■ Review alerts based on:
— Number of affected devices.
— Last Date of Support, if published, for device hardware.
To see Alerts that Affect the Maximum Devices: 1. Click the column heading: Affected Devices so that the arrow-head points down. This sorts the information in
descending order.
To See the Alert Description, as Published by Cisco: 1. Under the More Info column, click the URL in the desired row.
To See the Alert Status and Notes: 1. Un-hide the columns: Status and Notes if not visible by default.
To Change the Alert Status from Ignore to Active: Note: This task can only be performed by administrators and users with alert management permissions.
1. Select the checkbox for each alert you want to change.
2. Click Actions > Change Alert Status. Active is selected by default.
Note: If you have taken action on all of the affected devices for a given alert, the status is Acknowledge.
3. Type a note in the Notes field. This is optional.
The Actions menu in this report cannot be used to change the Status from Active to Ignore. If you have access to the Administrator reports, go to Library > Administration> Active Alerts and change status from Active to Ignore. Otherwise, contact the Smart Net Total Care administrator in your organization.
All PSIRTs Note: Only High and Critical PSIRT advisories are displayed in this report.
The All PSIRTs report lists Product Security Incident Response Team advisories (known as PSIRTs), categorized by type, for the selected inventories. PSIRTs are available only for the devices running the following operating systems:
■ IOS
■ IOS XE
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■ ASA
■ IOS XR
■ NX-OS
You can use this report to:
■ Change the status of a PSIRT from “Ignore” to “Active”.
■ Review alerts based on:
— Number of affected devices.
— Vulnerability assessment of PSIRTs.
■ View Security Impact Rating (SIR) based on Common Vulnerability Scoring System (CVSS) score.
To see the PSIRTs that Affect the Maximum Devices: 1. Click the column heading: Affected Devices so that the arrow-head points down. This sorts the information in
descending order.
To See the PSIRT Description, as Published by Cisco: 1. Under the More Info column, click the URL in the desired row.
To See the PSIRT Status and Notes: 1. Un-hide the columns: Status and Notes if not visible by default.
To Change the PSIRT Status from Ignore to Active: Note: This task can only be performed by administrators and users with alert management permissions.
1. Select the checkbox for each PSIRT you want to change.
2. Click Actions > Change Alert Status. Active is selected by default.
Note: If you have taken action on all of the affected devices for a given alert, the status is Acknowledge.
3. Type a note in the Notes field. This is optional.
Note: If you have taken action on all of the affected devices for a given alert, the status is Acknowledge.
The Actions menu in this report cannot be used to change the Status from Active to Ignore. If you have access to the Administrator reports, go to Library > Administration> Active Alerts and change status from Active to Ignore. Otherwise, contact the Smart Net Total Care administrator in your organization.
All Software Alerts The All Software Alerts report lists software alerts, categorized by type, for the selected inventories. You can use this report to:
■ Change the status of an alert from “Ignore” to “Active”.
■ Review alerts based on:
— Number of affected devices.
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— Last Date of Support, if published, for device software.
To see Alerts that Affect the Maximum Devices: 1. Click the column heading: Affected Devices so that the arrow-head points down. This sorts the information in
descending order.
To See the Alert Description, as Published by Cisco: 1. Under the More Info column, click the URL in the desired row.
To See the Alert Status and Notes: 1. Un-hide the Status and Notes columns if not visible by default.
To Change the Alert Status from Ignore to Active: Note: This task can only be performed by administrators and users with alert management permissions.
1. Select the checkbox for each field notice you want to change.
2. Click Actions > Change Alert Status. Active is selected by default.
3. Type a note in the Notes field. This is optional.
Note: If you have taken action on all of the affected devices for a given alert, the status is Acknowledge.
The Actions menu in this report cannot be used to change the Status from Active to Ignore. If you have access to the Administrator reports, go to Library > Administration> Active Alerts and change status from Active to Ignore. Otherwise, contact the Smart Net Total Care administrator in your organization.
Devices with Alerts The Devices with Alerts report provides an alert count for each alert type, for every device in the selected inventories.
To See Unique Alerts for a Device: 1. Click the number link under each alert type column.
Last Day of Support The Last Day of Support report lists all devices (in the selected inventories) where the published Last Date of Support (LDoS) for the device hardware is within the next two years or past the date.
Purpose of this Report This report enables network administrators and contract administrators to plan proactively for current or upcoming changes in device availability. This increases operational efficiency and improves risk management.
To Change the Date Range in the Last Date of Support Column: 1. Click the search field under the column heading: Last Date of Support and use the date search function to enter a
date range.
To See the LDoS Record for a Specific Device: 1. Click the search field under the column heading: Serial Number and type the device serial number.
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2. Press Enter. If no records appear, the LDoS of the device hardware is not within the next two years.
To See the LDoS Alert: 1. Click the corresponding link in the Alert Definition column.
To See the Contract Details for a Device: 1. Scroll the report horizontally till the Contract No. column is visible.
2. Click the URL corresponding to the desired device. If the Contract No. value is Other or Partner Branded Contracts, you are not authorized to access the details.
How-To Video ■ Coverage Gaps
Product Alerts Delta The Product Alerts Delta report shows new or modified alerts (of each type) for a particular inventory during a given time period.
■ New Alerts show how many alerts were added between the start and end date.
■ Modified Alerts show how many alerts were changed between the start and end date.
■ Total Alerts as on <End_Date> shows the total number of alerts (of each type) available in the database on the selected end date. This includes the new alerts, the modified alerts, and the unmodified old alerts.
To Change the Date Range: 1. Choose a start date for the desired time period from the Start Date pop-up calendar.
2. Choose the end date for the desired time period from the End Date pop-up calendar. This date must be later than the start date.
3. Click OK to confirm.
To See a List of Devices for Each Category: 1. Click the numbers under the New Alerts or Modified Alerts column.
To Set Time Frame: The default time period for this report is 90 days. To change this default time period:
1. Click the gear icon.
2. Choose Set Timeframe.
Architecture Assessment Architecture Assessment reports display the architecture assessment of devices in a selected inventory.
Purpose of these Reports The device assessment reports:
■ Enable you to create effective network architecture strategy and solution based architecture.
■ Helps you identify the devices that need to be upgraded or refreshed and prepare a plan to address the changes required.
Cloud Intelligent Network The Cloud Intelligent Network (CIN) assessment report displays the devices in an inventory and their CIN assessment status. Cisco Cloud Intelligent Network is a foundation to help connect the world of many clouds. It is a platform that integrates compute both within the data center and between clouds, ultimately delivering the cloud experience to the end user.
This report helps you identify the devices in your network that can support Cisco Cloud Intelligent Network. The report displays the following information:
■ The total number of devices in your environment.
■ Number and percentage of devices in your environment that support CIN.
■ Number and percentage of devices in your environment that cannot support CIN.
■ Number and percentage of devices that can support CIN by upgrading the software or the hardware.
The table view of the report includes the following new columns:
■ CIN Assessment Status: Whether or not the device can support CIN.
■ Place in Network: The place in the network where the device is located.
■ Upgrade Reason: Why an upgrade is being recommended.
■ Recommended Image Version: In case software upgrade is required.
■ Recommended Hardware: In case hardware upgrade is required.
■ CIN Features of Recommended Hardware: CIN features required in the recommended hardware.
To See the Cloud Intelligent Network Assessment Status of a Device:
1. Click the Table view to see details about individual devices in the inventory.
The CIN Assessment Status column displays the status of the device. The assessment status can be:
— UNSUPPORTED: This device cannot be upgraded to support CIN. It must be replaced.
— CAPABLE: This device can support CIN.
— HARDWARE INCAPABLE: This device requires a hardware upgrade to support CIN.
— SOFTWARE INCAPABLE: This device requires a software upgrade to support CIN.
To Regenerate the Cloud Intelligent Network Assessment Report: 1. Click Actions > Regenerate to regenerate the report based on the latest inventory.
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Smart Net Total Care Portal User Guide Library EnergyWise
The EnergyWise assessment report displays the devices in an inventory, their EnergyWise assessment status, and recommendations. The Cisco Energy Management Suite includes software and services that help you measure and manage the energy use of all the connected devices across your distributed office and data center environments.
This report helps you identify the devices in your network that can support the Cisco Energy Management Suite Software. The EnergyWise assessment report displays the following information:
■ The total number of devices in your environment.
■ Number and percentage of devices in your environment that support EnergyWise.
■ Number and percentage of devices in your environment that cannot support EnergyWise.
■ Number and percentage of devices that can support EnergyWise by upgrading the software or the hardware.
The table view of the report includes the following new columns:
■ EnergyWise Assessment Report: Whether or not the device can support EnergyWise.
■ Recommended OS Version: In case a software upgrade is required.
To See the EnergyWise Assessment Status of a Device: 1. Click the Table view to see details about individual devices in the inventory.
The EnergyWise Assessment Status column displays the status of the device. The assessment status can be:
— UNSUPPORTED: This device cannot be upgraded to support EnergyWise. It must be replaced.
— CAPABLE: This device can support EnergyWise.
— HARDWARE INCAPABLE: This device requires a hardware upgrade to support EnergyWise.
— SOFTWARE INCAPABLE: This device requires a software upgrade to support EnergyWise. Suggestion for operating system version is provided in the Recommended OS Version column.
To Regenerate the EnergyWise Assessment Report: 1. Click Actions > Regenerate to regenerate the report based on the latest inventory.
IPv6 The IPv6 assessment report displays the devices in an inventory and their IPv6 assessment status. The table view shows details about individual devices in the inventory and the summary report displays the:
■ Number and percentage of devices in your environment that are IPv6 capable.
■ Number and percentage of devices in your environment that are not IPv6 capable.
■ Number and percentage of devices that can become IPv6 capable by upgrading the software or hardware.
■ Number and percentage of devices for which further analysis may be required. These devices are the ones for which important information like serial Number or OS version could not be retrieved.
Note: IPv6 assessments will not be generated for devices uploaded manually using .CSV file.
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To See the IPv6 Assessment Status of a Device: 1. Click the Table view to see details about individual devices in the inventory. The IPv6 Assessment column displays the
IPv6 status of the device.
The IPv6 Assessment column displays the IPv6 status of the device. The assessment status can be:
— CAPABLE: This device can support IPv6.
— FURTHER ANALYSIS: Information like serial Number or OS version could not be retrieved for this device.
— NOT CAPABLE: This device requires a hardware replacement to support IPv6.
— REQUIRES UPGRADE: This device requires either software or hardware upgrade to support IPv6.
To Regenerate the IPv6 Assessment Report: 1. Click Actions > Regenerate to regenerate the report based on the latest inventory.
How-To Video ■ IPv6 Assessment Report
MediaNet The MediaNet assessment report displays the devices in an inventory and their MediaNet assessment status. This report helps you identify the devices in your network that can support an intelligent network optimized for rich media applications. Cisco MediaNet is the Cisco recommended architecture for video and collaboration deployments.
The MediaNet assessment report displays the following information:
■ The total number of devices in your environment.
■ Number and percentage of devices in your environment that support MediaNet.
■ Number and percentage of devices in your environment that cannot support MediaNet.
■ Number and percentage of devices that can support MediaNet by upgrading the software or the hardware.
The table view of the report includes the following new columns:
■ MediaNet Assessment Report: Whether or not the device can support MediaNet.
■ Place in Network: The place in the network where the device is located.
■ Focus Area: The area that the device focuses on. For e.g. capacity, visibility, etc.
■ Recommended Hardware: In case hardware upgrade is required.
■ Recommended Software: In case software upgrade is required.
■ Recommended Feature Configuration: Updates in preference settings to improve performance.
To See the MediaNet Assessment Status of a Device: 1. Click the Table view to see details about individual devices in the inventory.
The MediaNet Assessment Status column displays the status of the device. The assessment status can be:
— FURTHER ANALYSIS: Information like serial Number or OS version could not be retrieved for this device.
— FEATURE INCAPABLE: This device does not have certain features required to support MediaNet.
— HARDWARE INCAPABLE: This device requires a hardware upgrade to support MediaNet.
— SOFTWARE INCAPABLE: This device requires a software upgrade to support MediaNet.
To Regenerate the MediaNet Assessment Report: 1. Click Actions > Regenerate to regenerate the report based on the latest inventory.
TrustSec The TrustSec assessment report displays the devices in an inventory and their TrustSec assessment status. Cisco TrustSec uses software-defined segmentation to reduce the risk of malware propagation, simplify security operations, and assist in meeting compliance goals. This report helps you identify the devices in your network that can support Cisco TrustSec.
The report displays the following information:
■ The total number of devices in your environment.
■ Number and percentage of devices in your environment that support TrustSec.
■ Number and percentage of devices in your environment that cannot support TrustSec.
■ Number and percentage of devices that can support TrustSec by upgrading the software or the hardware.
The table view of the report includes the following new columns:
■ TrustSec Assessment Status: Whether or not the device can support TrustSec.
■ Recommended Image Version: In case software upgrade is required.
■ Recommended Hardware: In case hardware upgrade is required.
■ TrustSec Features: Available TrustSec features.
To See the TrustSec Assessment Status of a Device: 1. Click the Table view to see details about individual devices in the inventory.
The TrustSec Assessment Status column displays the status of the device. The assessment status can be:
— UNSUPPORTED: This device cannot be upgraded to support TrustSec. It must be replaced.
— CAPABLE: This device can support TrustSec.
— HARDWARE INCAPABLE: This device requires a hardware upgrade to support TrustSec.
— SOFTWARE INCAPABLE: This device requires a software upgrade to support TrustSec.
To Regenerate the TrustSec Assessment Report: 1. Click Actions > Regenerate to regenerate the report based on the latest inventory.
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Contracts The reports in this library display information about the service contracts your company has with Cisco.
All Contracts The All Contracts report shows comprehensive details of all service contracts, devices under the contracts, and also the status of the contracts. Through this reports you can:
■ Identify coverage gaps and associated risks in the network.
■ View upcoming expirations.
■ View contract details.
■ See the devices associated with each contract.
Purpose of this Report Contract administrators can use this report to get a comprehensive view of their network from a support perspective. This helps in improving operational efficiency and risk management.
How-To Videos ■ Contract Details
■ Access Service Coverage Information
■ Coverage Gaps
■ Expiring Coverage
■ Access Service Contracts
Expiring Contracts The Expiring Contracts report lists the devices, in the selected inventories, for which the service coverage will expire within 12 months. Through this report you can:
■ Identify coverage gaps and associated risks in the network
■ View upcoming expirations
■ View contract details
■ See the devices associated with each contract
Purpose of this Report Contract administrators can use this report to get a comprehensive view of their network from a service coverage perspective. This enables operational efficiency and improved risk management.
Covered The Covered report lists devices, in the selected inventories, which are covered by one or more valid Cisco service contracts. You can use this report to:
■ See the devices and their associated contracts.
■ See last date of support (LDoS), if published, for a device.
■ View contract details.
Purpose of this Report Contract administrators can use this report to view the contracts associated with the various devices in their network. This enables operational efficiency and improved risk management.
How-To Videos ■ Contract Details
■ Access Service Coverage Information
■ Coverage Gaps
■ Expiring Coverage
■ Access Service Contracts
Not Covered The Not Covered report lists the devices, in the selected inventories, which are not presently covered under a service contract.
Purpose of this Report Contract administrators can use this report to view the devices in their network that may need service coverage. This enables operational efficiency and improved risk management.
Expiring Device Coverages The Expiring Device Coverage report lists devices whose coverage end date is nearing. By default, the devices are sorted by coverage end date. You can use this report to:
■ Get a list of devices for which the service contract is about to end.
■ View contract details.
Purpose of this Report This report enables contract administrators to renew device coverage in a timely manner. This helps in increased operational efficiency and improved risk management.
To Sort Devices by Equipment Type or Coverage Status: 1. Click the chart icon.
How-To Videos ■ Contract Details
■ Access Service Coverage Information
■ Coverage Gaps
■ Expiring Coverage
■ Access Service Contracts
Contract Duplicates The Contract Duplicates report lists devices, in the selected inventories, that are covered by more than one service contract.
To sort devices by Equipment Type or Coverage Status: 1. Click the chart icon.
Note: If the Contract No. value is Other or Partner Branded Contracts, you are not authorized to access the details.
How-To Videos ■ Contract Details
■ Access Service Coverage Information
■ Coverage Gaps
■ Expiring Coverage
■ Access Service Contracts
Incidents Your interaction instances with the Cisco Technical Assistance Center (TAC) are available under the Incidents report.
Smart Net Total Care Portal User Guide Library My Support Cases for Past 90 Days
The My Support Cases report lists service requests that you (the logged in user) have raised with Cisco TAC Support in the last 90 days, for the selected inventories and customer.
Purpose of this Report This report provides visibility to all open TAC cases in one report. This helps network administrators and network technicians manage risks more efficiently.
Inventory The reports in this library provide a comprehensive view of your Cisco installed base, including device and configuration details such as serial numbers, PIDs, OS versions, installed memory and firmware, IP addresses, hostnames, and so on. They enable you to:
■ Identify Cisco products that are reaching end-of-life, end-of-sale, or end-of-support.
■ View what has been moved, added or changed in your network.
■ Ensure your Cisco hardware is running current and supported software versions.
■ Plan upgrades for devices that are no longer supported.
Purpose of These Reports These reports enable network administrators and technicians to view the details of all the equipment in their network and the product coverage status. This helps them increase operational efficiency and improve risk management.
How-To Videos ■ Inventory Summary
■ See Inventory Devices
■ Inventory Collection Delta
Summary The Summary report provides the total number of chassis, modules, power supplies, fans and other devices in the inventory based on different categories like contract coverage, and Last Date of Support (LDoS) records.
Definitions ■ Devices in Inventory (all sources) - All equipment in the inventory system.
■ Devices Collected - Devices obtained through a collector, such as CSPC, in the inventory system.
■ Devices Imported - Devices that were manually entered, through CSV upload, in the inventory system.
■ Devices Recognized - Devices recognized by the system because their serial number is present in the Cisco manufacturing databases.
■ Devices Covered - Recognized devices under a service contract.
■ Devices Not Covered - Recognized devices not under a service contract.
■ Past LDoS - Devices for which the Last Date of Support is overdue.
■ LDoS within 12 Months - Devices for which the Last Date of Support is within the next 12 months.
■ LDoS over 12 months and within 24 Months: Devices for which the Last Date of Support is between 13 to 24 months from the current day.
To View Details of the Equipment 1. Click the number link under the desired category and equipment type.
All Equipment The All Equipment report lists all the equipment with the equipment type (chassis/cards etc.) for the selected inventories. You can use this report to:
■ See a summary of devices discovered by collection or file import.
Note: "Not Categorized" refers to null value in the column. "Others" refers to a combination of all the values that do not fall under the top 16% of data.
■ Create customized inventory reports from specified data.
To View Device Details: 1. Click the desired link under Hostname.
To Create Support Cases: 1. Click the checkbox next to the device for which you want to create a support case.
2. Click Actions > Create Support Cases.
Inventory Duplicates The Inventory Duplicates report lists the details of devices that are included in more than one inventory.
To View Device Details: 1. Click the desired link under Hostname.
Inventory by Product The Inventory by Product report provides an inventory report, sorted and grouped by Product ID. You can use this report to:
■ See a summary of deployed devices sorted by Product ID.
■ Identify the number of products and their coverage status, based on their Product ID.
■ View the Last Date of Support (LDoS) for the devices. The LDoS is displayed only if the LDoS is past the current (system) date.
To View Device Details: 1. Click the number link under Covered and Not Covered.
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Smart Net Total Care Portal User Guide Library To View Cisco Specified Alert Notices:
1. Click the desired URL under Alert Definition URL.
Inventory Collection Delta The Inventory Collection Delta report displays the changes that have occurred in your network devices between a set time duration. This information is useful if you have set your report preference as “Comprehensive view” in Application Settings. You can use this report to:
■ See the number of devices added, deleted, or changed between the first upload (Network Snapshot 1) and the second (Network Snapshot 2)
■ Further categorize the changes by equipment type.
■ View details of selected devices.
Note: You must select a single inventory to use this report.
The report profile identifies the date and time of the upload for each snapshot, the collector the inventory was uploaded from, and the total number of devices uploaded and imported in each inventory.
To See Details of Changed Devices: 1. Click the numbered link for any of the device totals.
How-To Video ■ Inventory Collection Delta
Inventory by Sites The Inventory by Sites report shows the installation location details for the devices in the inventory. The report shows the unique installed-at site ID, the address, and the customer for each identified site.
You can use this report to see the number of devices, at each site, that are covered or not covered by Cisco service contract.
All Hosts The All Hosts report lists all the hosts in the inventory. You can use this report to:
■ View all the chassis in the inventory.
■ View chassis or cards that have independent host names.
■ Identify the operating system type and versions on the devices.
Note: A master chassis may refer to slave chassis, each with their own identity.
To View Device Details: 1. Click the desired link under Hostname.
To View Device Configuration for a Host: 1. Click the desired link under Hostname. The details page opens.
2. To view the configuration details, click Running Configuration or Startup Configuration links. The configuration details appear in a new window.
Custom Inventory The Custom Inventory report lists all the equipment and their details for the selected inventories. The report also displays the contract information, and the Last Date of Support (if published) for the devices in the inventory.
To View Device Details: 1. Click the desired link under Hostname.
Inventory Insight The reports in the Inventory Insight library provide additional information about the devices identified by the service.
Purpose of These Reports These reports provide network administrators and technicians an up-to-date view of their network. This helps them maintain business continuity, increase operational efficiency, and improve risk management.
Summary The Summary report lists information about the collector through which the selected inventory is uploaded. It displays, among other details, the Appliance ID, the most recent upload time, and an overview of the collection.
Definitions ■ IP addresses in the Managed Device List: Total IP addresses in the managed device list.
■ IP addresses Not Collected: Total IP addresses in the managed device list that the collector could not reach. The potential reasons could be bad credentials, devices were offline, or devices were not responding.
■ Reported: Equipment in the collection that is included in the Smart Net Total Care Installed Base Management and Contract Management reports.
— Chassis: Chassis successfully identified and processed.
— Module: Modules successfully identified and processed.
— Power Supply: Power Supplies successfully identified and processed.
— Fan: Fans successfully identified and processed.
— Other: All other type of equipment successfully identified and processed.
— Not Field Replaceable: Equipment that cannot be replaced without sending it back to Cisco. To see the device details, click the number link.
— Not Recognized: Equipment not found in Cisco records and therefore not recognized as Cisco equipment. To see the device details, click the number link.
■ Not Reported: Equipment in the collection not rendered in the Smart Net Total Care Installed Base Management and Contract Management reports because of processing error or data discrepancies in one of the Cisco databases. Follow the remedial action provided (if any).
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Smart Net Total Care Portal User Guide Library
— 3rd Party: Equipment was identified as non-Cisco, 3rd party equipment. To see the device details, click the number link.
— Duplicate: Duplicate equipment in the Inventory. To see the device details, click the number link.
— Others: Equipment that could not be fully categorized, based on the collected information, by the current Smart Net Total Care software system. To see the device details, click the number link.
Not Collected The Not Collected report lists all devices which were included in the managed device list, but did not respond to the collector. You can use this report to view Cisco devices that are processed (enriched with Cisco data) but not a part of the current collection. The report also provides:
■ The reason why the device was not collected. The most common reason is incorrect credentials in the Managed Device List. Check the Managed Device List for errors.
■ Suggested Action that you can take
How-To Video ■ Update Managed Device List
Third Party The Third Party report lists all collected devices identified as non-Cisco devices. This report gives you a complete picture of your installed base, by including third-party devices, even though they cannot be enriched by Cisco support information.
Duplicates The Duplicates report lists the devices that appear more than once in the collected data. The report also provides the possible reason for duplicate entries.
Not Recognized The Not Recognized report lists Cisco devices, in the selected inventories, which could not be validated as a Cisco device or the system could not determine the device type. This report helps you identify the Cisco devices that can be potentially processed by the collection and enriched with Cisco data.
The report also provides the reason why certain devices were not identified.
Not Field Replaceable The Not Field Replaceable report lists components within devices, in the selected inventories, that are no longer serviced or replaced by the Field team.
Non-field replaceable devices are not covered by a service contract, therefore spare parts cannot be procured for them.
Others The Others report lists devices that appear because of a problem with the data analysis. These devices are not accounted for by the other Inventory reports. The report also provides the possible reasons for the problems.
You can use this report to identify the devices that can be potentially enriched with Cisco support information in the Portal.
Cisco Threat Awareness Service Cisco Threat Awareness Service (CTAS) enhances threat visibility by making broad, foundational security information available 24-hours-a-day. A joint TS and AS initiative that is accessed through the Smart Net Total Care portal, Threat Awareness service helps you quickly identify compromised systems. Through its analysis of network traffic both from within and outside the corporate network, this service provides actionable intelligence that enables the timely detection of malicious activities. This easy to deploy and use service is an ideal, cost effective threat awareness solution for small and mid-sized customers. For more information, visit the Cisco Threat Awareness Service website.
Smart Net Total Care Portal User Guide Obtaining Documentation and Submitting a Service Request
Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, using the Cisco Bug Search Tool, submitting a service request, and gathering additional information, see What’s New in Cisco Product Documentation at: http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.
Subscribe to What’s New in Cisco Product Documentation, which lists all new and revised Cisco technical documentation, as an RSS feed and deliver content directly to your desktop using a reader application. The RSS feeds are a free service.
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THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
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IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.
All printed copies and duplicate soft copies are considered un-Controlled copies and the original on-line version should be referred to for latest version.
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco website at www.cisco.com/go/offices.
Smart Net Total Care Portal User Guide Cisco Trademark
Cisco Trademark Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)
