cscc - error guide

Error Guide 1 Updated 6/25/2009

Most Common Validation Errors

External Guide

Cisco Service ContractCenter

Cisco Service ContractCenter


Table of Contents

INTRODUCTION ........................................................................................................................................ 4 CONTRACT OWNERSHIP ....................................................................................................................... 6

BILL TO....................................................................................................................................................... 6 SCCON1009 – Error Code..................................................................................................................... 6

SOURCE CONTRACT / TARGET CONTRACT .................................................................................................. 7 SCCON1001 – Error Code..................................................................................................................... 7 SCCON1004– Error Code...................................................................................................................... 7

TAKEOVERS ................................................................................................................................................ 8 XXCSS_QOT_TAKEOVER_LINE_ERR – Error Code .......................................................................... 8 XXCSS_QOT_DISC_ERR_TO – Error Code ......................................................................................... 8

SCTAK1001 – ERROR CODE ...................................................................................................................... 9 INSTALLED-AT SITE + SHIP TO............................................................................................................ 9

INSTALLED-AT SITE .................................................................................................................................... 9 XXCSS_QOT_INST_SITE_REQD: Missing Site .................................................................................... 9

SERVICE AVAILABILITY MATRIX .............................................................................................................. 10 SCASL1001 – Error Code .................................................................................................................... 10 SCASL1003 – Error Code .................................................................................................................... 10 SCASL1004 – Error Code .................................................................................................................... 11

COUNTRY / MNQ...................................................................................................................................... 11 SCMUN5001 – Error Code .................................................................................................................. 11

SERVICE CONTRACT DATA CONTROL (SCDC) ERRORS............................................................................ 12 XXCSS_SCDC_IS_AF_I – Error Code ................................................................................................ 12 XXCSS_SCDC_IS_I – Error Code ....................................................................................................... 12

CONTRACT DATE VALIDATIONS ...................................................................................................... 12 BEGIN DATE.............................................................................................................................................. 12

SCDAT1005 – Error Code ................................................................................................................... 13 SCDAT1006 – Error Code ................................................................................................................... 14 SCDAT1007 – Error Code ................................................................................................................... 15 SCDAT1008 – Error Code ................................................................................................................... 16 SCDAT5011 – Error Code ................................................................................................................... 16 SCDAT5012 – Error Code ................................................................................................................... 17 SCDAT5013 – Error Code ................................................................................................................... 18 SCDAT5014 – Error Code ................................................................................................................... 18 SCDAT5015 – Error Code ................................................................................................................... 19 SCDAT5016 – Error Code ................................................................................................................... 20 SCDAT9002 – Error Code ................................................................................................................... 21 SCDAT9015 – Error Code ................................................................................................................... 21

END DATE ................................................................................................................................................. 22 SCDAT5009 – Error Code ................................................................................................................... 22 SCDAT5010 – Error Code ................................................................................................................... 22 SCDAT5021 – Error Code ................................................................................................................... 23 SCDAT9010 – Error Code ................................................................................................................... 23 SCDAT9013 – Error Code ................................................................................................................... 24 SCDAT9014 – Error Code ................................................................................................................... 24 SCDAT9021 – Error Code ................................................................................................................... 25 SCSRV5004 – Error Code .................................................................................................................... 25 XXCSS_QOT_ENDD_PAST – Error Code .......................................................................................... 26

CO-TERM DATE ........................................................................................................................................ 26


SCDAT9021, SCDAT5011: Minimum Duration................................................................................... 26 SCDAT5006 – Error Code ................................................................................................................... 27 SCDAT9023 – Error Code ................................................................................................................... 27

PRICING RELATED VALIDATIONS ................................................................................................... 28 PRICE PROTECTION ................................................................................................................................... 28 PRICING..................................................................................................................................................... 28

SCDAT1010 – Error Code ................................................................................................................... 28 PRODUCT INFO / ENTITLEMENT VALIDATIONS.......................................................................... 29

PRODUCT #................................................................................................................................................ 29 MISC ......................................................................................................................................................... 29

SCMIS1001 – Error Code .................................................................................................................... 29 SCSER1004 – Error Code .................................................................................................................... 30 SCSER1008 – Error Code .................................................................................................................... 30

QUANTITY................................................................................................................................................. 31 SERIAL # ................................................................................................................................................... 31

XXCSS_SCDC_...: Serial Number........................................................................................................ 31 XXCSS_QOT_SER_NOT_FOUND: Serial Number Not Found........................................................... 32 XXCSS_QOT_SER_NO_ACCESS: No Access to Serial Number ......................................................... 32

SERVICE LEVEL......................................................................................................................................... 33 SCCUS1001 – Error Code ................................................................................................................... 33 SCCUS5001 – Error Code ................................................................................................................... 33 SCASL1002 – Error Code .................................................................................................................... 34 SCMIS1001: Service Products Are Not Mapped.................................................................................. 35 SCSRV5001: SUSA Software Service Levels ........................................................................................ 35 XXCSS_QOT_ENDD_PAST: Service Level and End Date .................................................................. 36 SCSPM1001 – Error Code ................................................................................................................... 36 SCSPM9001 – Error Code ................................................................................................................... 37 SCSRV1003 – Error Code .................................................................................................................... 37 SCSRV1004 – Error Code .................................................................................................................... 38 SCSRV1015 – Error Code .................................................................................................................... 38 SCSRV1016 – Error Code .................................................................................................................... 39 SCSRV1019 – Error Code .................................................................................................................... 40 SCSER1011 – Error Code .................................................................................................................... 41

SCSER5002.............................................................................................................................................. 41 SCSRV1012 – Error Code .................................................................................................................... 42 SCSRV1017 – Error Code .................................................................................................................... 43 SCSRV5001 – Error Code .................................................................................................................... 43 SCSRV5005 – Error Code .................................................................................................................... 44 SCSRV5006 – Error Code .................................................................................................................... 45 SCSER5003 – Error Code .................................................................................................................... 45


Introduction The CSCC Error Guide is a resource to help Cisco Service Contract Center users understand and resolve error messages. This Error Guide has been abridged to include the most frequently occurring errors. While some errors can be resolved directly by the user and are not listed in this Error Guide, other situations may require Cisco personnel for further assistance. Please read through the directions below for a description of the Error Guide sections, and how to utilize the information in this document. Note: This document details the most commonly occurring errors. If you do not find the error you are looking for in this guide, please refer to the Full Error Guide. Using the Error Guide After navigating to the Error Details in CSCC, you will find an error severity icon next to each line error. If you click on the error severity icon, the Error Details Correction pop-up window opens showing a description of the error and proposed fix. If the details listed do not provide enough information to resolve the error, click the ‘Error Guide’ hyperlink in the Additional Resources Related Links section to open the Error Guide. The table of contents page in this Error Guide can direct you to the page with further explanation on the error. Each error code includes the description and cause of the error from the Error Details Pop-up page. Further sections explain the reason for the validation, descriptions of data conditions that cause the error, recommended resolution options, and a related error code if applicable. General error resolution options Every validation gives basic suggested instructions in the Error Detail Pop-up screen and more extensive instructions in the Error Guide on how to resolve the error. As a last resort, users always have the option to resolve an error line by deleting it from the quote and adding the line again or opening a support case for Cisco personnel to further investigate it. For additional training on Error Management Best Practices, please click the following link: Best Practices for Error Management Tip Sheet When can Cisco personnel help in error resolution? Depending on the error, Cisco personnel might be able to resolve the error in ways other than those suggested in the Error Instructions or the Error Guide:

• A product, site or Bill To address with an invalid status could be updated in Cisco’s systems by Cisco personnel to a valid status by overriding the error.

• Depending on the error, Cisco personnel might be able to place the line in an Internally Validated status. Such a line would be orderable if no further edits are made to it.

• Errors which indicate a system error or corrupted data should be brought to the attention of Cisco personnel for escalation.

Cisco will not be able to provide any special assistance for errors such as “Missing Install Site.” Users will simply have to edit the Install Site. If there are problems with editing the install site, users are welcome to turn to Cisco personnel for assistance. Error severities The Error Guide does not list the severity of the validations since this can change over time depending on the validation. In general, a validation with the severity of “Error” needs to be resolved before any further validations can be performed. Once the “Error” severity validations are complete, the system performs a set of “Warning” and “Informational” validations. At this point

http://www.cisco.com/E-Learning/pa/gfo-cscc-training/CSCC_Error_Guide_Partner/CSCC_Error_Guide_Partner.pdf

http://www.cisco.com/E-Learning/pa/gfo-cscc-training/Full_Validations_for_CSCC/Validations.pdf

http://www.cisco.com/E-Learning/pa/gfo-cscc-training/Full_Validations_for_CSCC/Validations.pdf


the user has all the errors for that line as well as a rough price. Clearing these Warning level errors will make the line valid. Error Guide sections

The “Error Description” section is the exact text which is displayed in the Error Details Pop-up screen.

The “Cause” section is to explain the reason why Cisco performs this particular check

and how the error is created. This section gives further descriptions of the types of data conditions that would cause the error.

The “Steps for Resolution” section describes the preferred resolution options for the user.

The “Related Error Code” section contains the related error code when there are different

error codes for Partners and Cisco Personnel.

Error Guide


Contract Ownership Bill To

SCCON1009 – Error Code

Error Information Steps for Resolution

1. If this is a Takeover quote, go to the Quote Summary Details screen, select Take Over from the Action drop-down menu, and execute the required legal agreement to process the takeover.

2. Otherwise, clear this error by changing the Bill To ID on the quote to match the Bill To ID of the source contract, deleting the line from this quote, and/or quoting this line on a different quote.

3. If this is not possible, open a Support case for assistance.

Additional Information

Description: The Global Ultimate ID on the source contract is different from the Global Ultimate ID on this quote. Cause: This error occurs when you are adding products to a quote using an existing source contract number. It indicates that the Global Ultimate (GU) ID on the source contract does not match the GU ID on the quote. A GU is the data point used in Cisco’s records to associate all branches of a corporation to a common, overarching entity. Each GU has a unique ID number used to identify it in Cisco’s databases. The system checks to see if the GU ID on the source contract matches the GU ID on the quote, which indicates that you have rightful access to the contract and can therefore quote a renewal. (The only way to quote a renewal on a contact under another partner’s GU ID is to process a Takeover.) Because the GU ID is associated with the Bill To ID on the quote, your options for resolving this error involve either processing a Takeover or modifying the Bill To ID.

For detailed information on takeovers, see the CSCC Takeovers Job Aid. You can change the Bill To ID on a quote if your organization has multiple Bill To IDs. To do so, go to the Quote Summary Details screen and edit the Bill To ID field using the selector. To delete a line from a quote, use the 'Delete Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. To add a line, use the 'Add Line' function from the Line Items and Pricing screen. See the CSCC User Guide for details.

http://www.cisco.com/E-Learning/pa/gfo-cscc-training/CSCC_Takeovers_Job_Aid_Partner/CSCC_Takeovers_Job_Aid_Partner.pdf

http://www.cisco.com/E-Learning/pa/gfo-cscc-training/CSCC_User_Guide_Partner/CSCC_User_Guide_Partner.pdf

Error Guide


Source Contract / Target Contract

SCCON1001 – Error Code


1. Verify the target contract 2. The target contract number needs to

be changed if incorrect 3. Use the ‘Edit Line’ pop-up window to

edit the target contract number 4. Validate again to remove the error 5. If error is not resolved, contact Cisco

Staff for assistance Related Error Codes

Description: The Target Contract number is not found. Cause: This error indicates that the contract number does not exist in the database.

N/A

SCCON1004– Error Code


1. Verify that you have chosen the correct service level and entered the correct target contract number on the quote. (A target contract of NEW will resolve this error.)

2. If either is incorrect, correct the entry and revalidate the quote.

3. If you are certain of your entries and the problem persists, open a Support case for assistance.


Description: The service level chosen does not match the service level on the target contract entered. Cause: Because a Cisco service contract can only cover one service level, the service level you are quoting must match the service level of the target contract.

To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details.


Error Guide


Takeovers

XXCSS_QOT_TAKEOVER_LINE_ERR – Error Code


1. If this is a Takeover quote, go to the Quote Summary Details screen, select Take Over from the Action drop-down menu, and execute the required legal agreement to process the takeover.

2. Otherwise, clear this error by changing the Bill To ID on either the quote or the source contract, by deleting this line from the quote, or by adding this line to a different quote.

3. If none of these options are possible, open a Supprot case for assistance.


Description: The Global Ultimate ID on the source contract is different from the Global Ultimate ID on this quote. Cause: This error occurs when you are adding products to a quote by serial number. It indicates that the Global Ultimate (GU) ID on the source contract under which the serial number is currently covered does not match the GU ID on the quote. A GU is the data point used in Cisco’s records to associate all branches of a corporation to a common, overarching entity. Each GU has a unique ID number used to identify it in Cisco’s databases. The system checks to see if the GU ID on the source contract matches the GU ID on the quote, which indicates that you have rightful access to the contract and can therefore quote a renewal. (The only way to quote a renewal on a contact under another partner’s GU ID is to process a Takeover.) Because the GU ID is associated with the Bill To ID on the quote, your options for resolving this error involve either processing a Takeover or modifying the Bill To ID.

You can change the Bill To ID on a quote if your organization has multiple Bill To IDs. To do so, go to the Quote Summary Details screen and edit the Bill To ID field. To delete a line from a quote, use the 'Delete Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. To add a line, use the 'Add Line' function from the Line Items and Pricing screen. See the CSCC User Guide for details. Related Error: XXCSS_QOT_DISC_ERR_TO

XXCSS_QOT_DISC_ERR_TO – Error Code


1. Contact your Channel Renewal Sales Manager (CRSM) or Channel Service Account Manager (CSAM) for assistance.

Related Error Codes

Description: This Takeover line must have discounts applied by an internal Cisco representative. Cause: Discounts on Takeover lines must be applied by an internal Cisco representative.

XXCSS_QOT_TAKEOVER_LINE_ERR


Error Guide


SCTAK1001 – Error Code


1. Either remove the line from the quote or open a Support case for assistance.


Description: The service level chosen is not eligible for Takeover quoting. Additional Information: Some service levels are not eligible for Takeover quoting. (See the Takeovers Eligibility Table in the CSCC User Guide.) Due to this situation, some service levels may result in errors if a takeover is attempted.

To delete a line from a quote, use the 'Delete Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details.

Installed-At Site + Ship To Installed-At Site

XXCSS_QOT_INST_SITE_REQD: Missing Site

Error Information Steps for Resolution 1. Verify that you have entered the

correct Install Site. 2. If not, correct your entry by creating or

searching for a new site ID, and revalidate the quote.

3. If you have entered the correct Install Site, or if you have corrected your entry and the problem persists, open a Support case for assistance.


Description: This line requires valid Install Site information. The Install Site provided is either UNKNOWN or invalid. Cause: The Install Site that was entered or pulled from the existing contract is either UNKNOWN or was not found in the CSCC database. (Note that some older contracts can contain invalid or incomplete Install Site information.)

See the CSCC User Guide section, Using Advanced Search for instructions on searching for Install Sites. For instructions on creating a new Install Site, see the User Guide section, Creating a New Address.





Error Guide


Service Availability Matrix

SCASL1001 – Error Code


1. Verify the Service Level 2. Select alternative service levels that

are available at the install site location 3. Validate again to remove the error 4. If error is not resolved, contact Cisco

Staff for assistance To verify Service Availability navigate to: http://tools.cisco.com/apidc/sam/search.do

Related Error Codes

Description: This Service Level is not available at the install site location. Cause: The service level is not available in the desired install site location.

N/A



1. Verify that the service level is correct. 2. If not, choose a different service level

or use the Preferred Value provided, then revalidate the quote.

3. If this is not possible or does not resolve the issue, open a Support case for assistance.


Description: The service level chosen is not available for this product. Cause: This error indicates that the requested service is not available for the product.

Before contacting Support, you can use the Cisco Service Availability Matrix (SAM) to confirm that the service level desired is not available for the product being quoted. The SAM tool is available at the following URL: http://tools.cisco.com/apidc/sam/search.do

http://tools.cisco.com/apidc/sam/search.do


Error Guide




1. Verify that the service level for the major line is correct.

2. If not, choose a different service level and revalidate the quote.

3. Verify that the service levels for the minor lines are correct and consistent with the major line.

4. If not, choose different service levels, then revalidate the quote.

5. If these options are not possible or do not resolve the issue, open a Support case for assistance.


Description: The service level chosen is not available for one or more lines in this configuration. Cause: One or more of the minor lines under a major line have invalid service levels.

To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. (See the CSCC Support User Guide for details.) Before contacting Support, you can use the Cisco Service Availability Matrix (SAM) to confirm that the service level desired is not available for the product being quoted. The SAM tool is available at the following URL: http://tools.cisco.com/apidc/sam/search.do

Country / MNQ

SCMUN5001 – Error Code

Error Information Steps for Resolution 1. The Bill To and Install Site information

for this line must be reviewed by an internal Cisco representative before the quote can be validated and ordered.

2. Contact Support for assistance.

Related Error Codes

Description: This line requires internal Cisco review and approval before the quote can be ordered. Cause: There are restrictions on multinational quotes for some service levels. This error indicates that the service level selected is not sold in the destination country. Only Cisco Branded Resale (CBR) service programs are always permitted for multi-national quoting.

N/A

http://wwwin.cisco.com/training/e-learning/prod/cms/content/gfo-cscc-training/Internal_CSCC_User_Guide/CSCC_Support_User_Guide.pdf


Error Guide


Service Contract Data Control (SCDC) Errors

XXCSS_SCDC_IS_AF_I – Error Code


1. Using the Edit Line functionality within the Action drop down, apply an alternative Site ID.

2. If you cannot apply an alternative Site ID, create the address using the Address Management tool.

3. If you cannot apply an alternative Site ID or create the address, contact Support for assistance.

Related Error Codes

Description: Unknown Target Install Site ID. Cause: Invalid Installed At Site. Valid Install Sites are required for critical service business processes. Determines if the install site associated with the IB instance is a “dummy” or “unknown” site. Install sites are maintained in ERP Ship-to Site. Unknown Target Install Site. Target Install Site may be populated with invalid install site when install site in not populated

N/A

XXCSS_SCDC_IS_I – Error Code


1. Using the Edit Line functionality within the Action drop down, apply an alternative Site ID.

2. If you cannot apply an alternative Site ID, create the address using the Address Management tool.

3. If you cannot apply an alternative Site ID or create the address, contact Support for assistance.

Related Error Codes

Description: The Target Install Site is in an invalid status. Cause: Installed At Site: The Install Site Active In ERP Validation will determine if the install site associated with the IB instance is active in ERP and NOT on Hold. The Target Install Site is in an invalid status. The Status of the Target Install Site is inactive or on hold.

N/A

Contract Date Validations Begin Date

Error Guide


SCDAT1005 – Error Code

Error Information Steps for Resolution Please open a support case if you need a waiver. Otherwise please remove this line to continue. To remove the line: 1. You will need to remove the product

from the quote/order. 2. Use the ‘Delete Line’ option to remove

the line. 3. Validate again to remove the error. 4. If error is not resolved, contact Cisco

Staff for assistance.

Related Error Codes

Description: Service cannot be renewed because the last day to renew service for product has past. Cause: Cisco's End of Life policy specifies when Cisco will stop supporting a product, the last date to purchase service on an uncovered product and the last date existing service on the product can be renewed. This validation is to check that the Last Date of Renewal has not been exceeded. The product's Last Date of Renewal is before the renewals begin date. The Last Date of Renewal is typically 9 months before its Last Date of Support.

N/A

Error Guide


SCDAT1006 – Error Code Error Information Steps for Resolution

1. If the Error Status for this error is

"Internally Overridden," no further action is needed and this error will not prevent the quote from becoming valid and orderable.

2. If the error has any other status, the line must be removed because new service is not available for this product.


Description: The Begin Date entered for this line is past the last date to add new service. A quote for new service on this product cannot be completed without Cisco approval. Cause: Cisco's End of Life policy specifies when Cisco will stop supporting a product, the last date to purchase service on an uncovered (new) product and the last date existing service on the product can be renewed. This validation is to check that service is not being added to the product after its Last Date of Attach, which is typically 12 months after the last date the product was sold. It is also possible that the equipment was previously covered but it is so far enough past the previous coverage end date that the system does not recognize the quote as a renewal.

To delete a line from a quote, use the 'Delete Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details. In the rare case of a late renewal (that is, a situation where the previous coverage end date is long past and the system does not recognize the quote as a renewal) it may be necessary to back date the begin date to provide continuous service. If you feel this is the case, contact Support for assistance. Related Error: SCDAT5014


Error Guide



Error Information Steps for Resolution Please open a support case if you need a waiver. Otherwise please remove this line to continue. To remove the line: 1. You will need to remove the parent

product and associated child products from the quote/order.

2. To remove the line, use the ‘Delete Line’ functionality.

3. Validate again to remove the error. 4. If error is not resolved, contact Cisco


Related Error Codes

Description: Service cannot be renewed because the last day to renew service for the Parent product has past. Cause: Cisco's End of Life policy specifies when Cisco will stop supporting a product, the last date to purchase service on an uncovered product and the last date existing service on the product can be renewed. This validation is to check that the renewal service for the parent product is not being ordered after the product’s Last Date of Renewal. Service for the minor line product cannot be renewed if the parent product is past its Last Date of Renewal. The product's Last Date of Renewal is before the renewals begin date. The Last Date of Renewal is typically 9 months before its Last Date of Support.

SCDAT5015

Error Guide



Error Information Steps for Resolution Please open a support case if you need a waiver. Otherwise please remove this line to continue. To remove the line: 1. You will need to remove the major line

product and associated minor line products from the quote/order.

2. To remove the line, use the ‘Delete Line’ functionality.

3. In the case of a late renewal, it maybe necessary to back date the begin date in order to provide continuous service. Cisco personnel can Internally Validate the line so that such a line can be backdated.



Related Error Codes

Description: New service is not available because last day to add new service has past. Cause: Cisco's End of Life policy specifies when Cisco will stop supporting a product, the last date to purchase service on an uncovered product and the last date existing service on the product can be renewed. This validation is to check that the Last Date of Attach, which is typically 12 months after the last date the product was sold, for the parent product of a configuration not been exceeded. If the Last Date of Attach for the parent product is before the requested service begin date, no service can be added to the configuration.It is also possible that the equipment was previously covered but it is so far past the old end date that the system does not recognize it as a renewal.

SCDAT5016


Error Information Steps for Resolution 1. No action is needed.

Related Error Codes

Description: No action is needed and this error will not prevent the quote from becoming valid and orderable. This error is displayed because the service coverage is less than the standard minimum duration for the service level (usually one year).

SCDAT9021

Error Guide



Error Information Steps for Resolution 1. If possible, use the Preferred Value

provided. 2. If not, check the service level. 3. If it is a non-premium service level,

enter a Coverage Begin Date that is today's date + 1, or later.

4. If it is a premium service level, enter a Begin Date that accounts for a lead time of up to 30 days.

5. If this is not possible or does not resolve the issue, open a case with Support.


Description: For new service, the Coverage Begin Date must be today's date, at the earliest. For premium service levels, the Begin Date must account for up to 30 days lead time. Cause: For new service the begin date needs to be in the future. If the quote is ordered today the earliest service could be provided is tomorrow. For some premium service such as 2- and 4- hour delivery service levels, Cisco depots need time to stock the product to be prepared for immediate delivery. These service levels may require as much as 30 days lead time before service can begin. It is also possible that the equipment was previously covered but it is so far enough past the previous coverage end date that the system does not recognize the quote as a renewal.

To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details. Related Error: In the rare case of a late renewal (that is, a situation where the previous coverage end date is long past and the system does not recognize the quote as a renewal) it may be necessary to back date the begin date to provide continuous service. If you feel this is the case, contact Support for assistance. Related Error: SCDAT9002


Error Guide



Error Information Steps for Resolution 1. The line must be removed from the

quote because service renewal is not available for this product.

2. In rare cases, Cisco grants exceptions to its end-of-life policy. To pursue this option, open a case with Support.


Description: This product has reached its last date to renew service. A quote for renewal of service on this product cannot be completed. Cause: Cisco's End of Life policy specifies when Cisco will stop supporting a product, the last date to purchase service on an uncovered product and the last date existing service on the product can be renewed. The product's Last Date of Renewal is before the renewals begin date. The Last Date of Renewal is typically 12 months before its Last Date of Support.

To delete a line from a quote, use the 'Delete Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details. Related Error: SCDAT1005


Error Information Steps for Resolution 1. If the Error Status for this error is




Description: The major-line product has reached end-of-new-service-attach and the last day to add new service has passed. A quote for service on this product cannot be completed without Cisco approval. Cause: Cisco's End of Life policy specifies when Cisco will stop supporting a product, the last date to purchase service on an uncovered product and the last date existing service on the product can be renewed. This validation is to check that service is not being added to the product after its Last Date to Attach, which is typically 12 months after the last date the product was sold. It is also possible that the equipment was previously covered but it is so far enough past the previous coverage end date that the system does not recognize the quote as a renewal.




Error Guide



Error Information Steps for Resolution 1. The line must be removed from the

quote because service renewal is not available for this product.


Description: The major-line product for this minor line has reached its last date to renew service. A quote for renewal of service on this product cannot be completed. Cause: Cisco's End of Life policy specifies when Cisco will stop supporting a product, the last date to purchase service on an uncovered product and the last date existing service on the product can be renewed. Service for the minor line product cannot be renewed if the parent product is past its Last Date of Renewal. The product's Last Date of Renewal is before the renewals begin date. The Last Date of Renewal is typically 9 months before its Last Date of Support.

To delete a line from a quote, use the 'Delete Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details.


Error Guide



Error Information Steps for Resolution 1. If the Error Status for this error is




Description: The major-line product for this minor line has reached end-of-new-service-attach and the last day to add new service has passed. A quote for service on this product cannot be completed without Cisco approval. Cause: Cisco's End of Life policy specifies when Cisco will stop supporting a product, the last date to purchase service on an uncovered product and the last date existing service on the product can be renewed. This validation is to check that the Last Date of Attach, which is typically 12 months after the last date the product was sold, for the parent product line is before the requested service start date. No service can be added to the configuration. It is also possible that the equipment was previously covered but it is so far past the old end date that the system does not recognize it as a renewal.



Error Guide




provided. 2. If not, check the service level. 3. If it is a non-premium service level,

enter a Coverage Begin Date that is today's date + 1, or later.

4. If it is a Premium service level, enter a Begin Date that accounts for a lead time of up to 30 days from the date you intend to order the quote.



Description: The Coverage Begin Date for new service must be today's date, at the earliest. For premium service levels, the Begin Date for new service must account for up to 30 days lead time. Cause: For new service the begin date needs to be in the future. If the quote is ordered today the earliest service could be provided is tomorrow. For some premium service 2 and 4 hours delivery types), our warehouses need time to stock the product to be prepared for immediate delivery. These service levels may require as much as 30 days lead time before service can begin. The validation messages that the begin date needs to be set further in the future in order to provide adequate lead time. It is also possible that the equipment was previously covered but it is so far past the old end date that the system does not recognize it as a renewal.

To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details. Related Error: SCDAT5012


Error Information Steps for Resolution 1. You need to verify the begin date. 2. The begin date will need to be equal

to or greater than the existing service begin date.

3. You can edit the Begin Date from the ‘Edit Line’ pop-up window.



Related Error Codes

Description: The begin date for an upgrade cannot be before the the existing begin date of the contract. Cause: When the service level is changed on a covered product, the begin date cannot be before the existing service begin date.

N/A


Error Guide


End Date


Error Information Steps for Resolution 1. Check the Source Service End Date

and ensure that the Coverage End Date is equal to or less than that date. (If the Source Service End Date column is not shown, you can add it using Filters > Column & Row Display.)

2. If necessary, modify the Coverage End Date so that it is equal to or less than the Source Service End Date.

3. If error is not resolved, open a Support case for assistance.


Description: When quoting a Service Level change (upgrade or downgrade), you cannot reduce the coverage period. Therefore, the Coverage End Date must be equal to or later than the End Date on the source contract.




provided. 2. If not, modify the End Date so that it

brings the coverage period within the maximum allowed.

3. If this is not possible or does not resolve the issue, open a case with Support

Related Error Codes

Description: The Coverage End Date entered results in a coverage period that exceeds the maximum coverage period allowed for this service level.




Error Guide



Error Information Steps for Resolution 1. You need to verify the end date. 2. End date needs to be changed to

meet the standard minimum requirements (usually one year).



Related Error Codes

Description: The end date for this service does not meet the standard minimum duration. Cause: The standard minimum duration has to be met when ordering SIS98 service for Category A products.

SCDAT9010


Error Information Steps for Resolution 1. You need to verify the end date. 2. The end date needs to be changed to

meet the standard minimum requirements (usually one year).

3. You can edit the End Date from the ‘Edit Line’ pop-up window.



Related Error Codes

Description: The end date for this service does not meet the standard minimum duration. Cause: The standard minimum duration has to be met when ordering SIS98 service for Category A products.

SCDAT5021

Error Guide



Error Information Steps for Resolution 1. You need to verify the end date. 2. The end date will need to be changed

to a date equal to or past the original end date.

3. You can edit the End Date from the ‘Edit Line’ pop-up window.



Related Error Codes

Description: The end date for this Service Level change can't be less than the original end date of service. Cause: This error indicates that in conjunction with a service level change, the new end date is earlier than the original end date.

SCDAT5009


Error Information Steps for Resolution 1. You need to verify the end date. 2. The end date should be shortened to

not exceed the maximum duration. 3. You can edit the End Date from the

‘Edit Line’ pop-up window. 4. Validate again to remove the error. 5. If error is not resolved, contact Cisco


Related Error Codes

Description: Service duration cannot be more than maximum duration for that service level. Cause: This error indicates that the maximum duration for this service level has been exceeded.

SCDAT5010

Error Guide




provided. 2. If not, modify the End Date so that it

extends the coverage period beyond the minimum allowed.


Related Error Codes

Description: The Coverage End Date entered results in a coverage period that is less than the minimum coverage period allowed for this service level. Cause: This error indicates that the minimum duration for this service level has not been reached and that the end date does not coincide with the existing contract's co-term date the one exception for the minimum duration rule.


SCSRV5004 – Error Code

Error Information Steps for Resolution 1. If possible, modify Coverage End

Dates so that the secondary coverage period does not extend beyond the primary coverage period.

2. Otherwise, open a Support case for assistance.


Description: This product does not have primary coverage for the full term of the secondary coverage period entered. Cause: Some service coverage programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under the primary service level for the same duration. This error indicates that the system can't find the primary coverage for the entire duration of the requested secondary coverage. The system firsts checks to see if the primary service level is being ordered on the same quote. Next it checks for primary coverage on existing contracts. The system matches the dates to see that the primary coverage period covers the same date range as the secondary services requested.

To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details. You may also need to verify that proper primary coverage for this product is also on the quote or is already on an existing contract. If not, you may need to add primary coverage that is compatible with this secondary coverage line. (For list of the primary/secondary service level combinations available, see the CSCC User Guide section "Add Secondary Coverage to Existing Coverage".) Related Error: SCSRV1019


http://www.cisco.com/E-Learning/pa/gfo-cscc-training/CSCC_User_Guide_Partner/CSCC_User_Guide_Partner.pdfhttp:/wwwin.cisco.com/training/e-learning/prod/cms/content/gfo-cscc-training/Internal_CSCC_User_Guide/CSCC_Support_User_Guide.pdf


Error Guide


XXCSS_QOT_ENDD_PAST – Error Code

Error Information Steps for Resolution 1. Modify the End Date so that it is in the

future and extends the coverage period beyond the minimum allowed (usually one year).



Description: The Coverage End Date entered is in the past.


Co-Term Date

SCDAT9021, SCDAT5011: Minimum Duration


1. The validation button now checks invalid lines to see if the end date is now co-termed. Once the line is valid the validation or ordering the quote will not check the contract co-term date again.

2. Users can change the contract co-term date if the quote is valid and it will not affect the quote. When you validate only invalid lines are validated - once the line is valid the check will no longer occur.


Description: If the user has a minimum duration error and then changes the contract co-term date, the validations do not catch this change and the minimum duration error remains. A minimum duration error is received if a co-term date on a quote is set incorrectly. Cause: Cisco policy is to provide product service with a minimum duration of 12 months. Cisco Service Contract Center validations abide by this policy, but allow exceptions when a user is aligning their coverage end date to the contract’s co-term date. For example, if you want to add a new product for coverage on a service contract and all other services on that contract are due for renewal in less than 12 months, then instead of renewing the newly added product 12 months from today, you can co-term the product to the same date as all the other products on the contract. This will help you synchronize all your renewals on that contract to one date. You may receive one of the following four errors due to an incorrect date format: SCDAT9021, SCDAT5011.

SCDAT9021 SCDAT5011


Error Guide



Error Information Steps for Resolution 1. Verify the end date. 2. The end date should be extended to

the minimum duration. 3. Validate again to remove the error. 4. If error is not resolved, contact Cisco


Related Error Codes

Description: The Co-Term date cannot be applied because the requested service duration is less than the standard duration. Cause: This error indicates that the minimum duration for this service level has not been reached. This is a mandatory service situation which allows no co-term date exception for new service.

SCDAT9023


Error Information Steps for Resolution 1. You need to verify the end date. 2. The end date should be extended to

the minimum duration. 3. You can edit the End Date from the

‘Edit Line’ pop-up window. 4. Validate again to remove the error. 5. If error is not resolved, contact Cisco


Related Error Codes

Description: The Co-Term date cannot be applied because the requested service duration is less than the standard duration. Cause: This error indicates that the minimum duration for this service level has not been reached. This is a mandatory service situation which allows no co-term date exception for new service.

SCDAT5006

Error Guide


Pricing Related Validations Price Protection

Pricing


Error Information Steps for Resolution 1. Remove the product from the

quote/order. 2. Use the ‘Edit Line’ or ‘Delete Line’

functionality to edit or remove the line. 3. Validate again to remove the error. 4. If error is not resolved, contact Cisco


Related Error Codes

Description: Service for product is not renewable. Cause: Validate that service is renewable for SIS98 (Cat A only). Renewal for SIS98 service is requested for a product that does not have a price category of A.

N/A

Error Guide


Product Info / Entitlement Validations Product #

Misc

SCMIS1001 – Error Code

Error Information Steps for Resolution 1. Validate the item you entered. 2. For the first situation, remove item

from quote or reconfigure item in Contract Management and refresh quote before proceeding.

3. For the second situation, please open a support case if all the data on the line appears to be correct and this is not a very old product.

Related Error Codes

Description: This item cannot be covered because 1) it can only be covered when it is under a chassis (as a minor line), not as a standalone item, or 2) this item may not be correctly set up. Cause: This validation typically messages that the product is not serviceable. It may be because validations could not be fully completed. This may be because the product is long past its Last Date of Support and all linkage to various Service levels has been removed. It may be because the item is only serviceable if it is in a chassis. It may be because of inconsistencies in our product records. In rare circumstances this error indicates that validations could not be completed because of data corruption or system issues. If the item is already under service, look at the Last Date of Support column of the contract to see if this item is no longer supported.

N/A

Error Guide


SCSER1004 – Error Code

Error Information Steps for Resolution 1. Search for the serial number using

Search CSCC and find the existing contract under which this serial number is covered.

2. If you are attempting to extend coverage for this product, you can do so from the existing contract.

3. If you are attempting to change the service level for this product, enter a Coverage Begin Date that is the existing contract End Date + 1, or later.


Description: This product is already covered by a service contract for the dates specified. Cause: The serial number for this product is already covered for the coverage period entered. This would typically happen if the item were on two quotes for the same period and one of the quotes was ordered.

For information on searching for serial numbers using Search CSCC, see the CSCC User Guide section, Conducting Basic Search. To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. To delete a line from a quote, use the 'Delete Line' function. See the CSCC User Guide for details.


Error Information Steps for Resolution 1. The data may be corrupted. 2. Delete the line or open the contract

and change the Do Not Renew setting for the line.



Related Error Codes

Description: Product is set to "Do Not Renew" on contract. Cause: The contract has a feature whereby users can mark lines to not be renewed. When a product is marked as Do Not Renew it will not be added to the quote when adding by contract number. But adding it via Serial Number or in an upload file will add it to the quote. This error indicates that this line is marked as Do Not Renew on the contract.

N/A





Error Guide


Quantity

Serial #

XXCSS_SCDC_...: Serial Number


1. Delete the incorrect item and add the item again using the correct serial number.


Description: Cisco Service Contract Center does not accept unformatted or null serial numbers. The user will receive an error with red hard stop errors and will need to remove it from the quote. Cause: Null or incorrectly formatted serial numbers causes errors and prevents the user from ordering service for that item unless an override is requested. When the correct serial number is added, the original shipment information will be used and the item can be ordered. However, since the serial number was changed, the system will recognize the system as new coverage and not as a renewal.

Serial numbers may contain leading characters that come before the number (e.g. SS – 12345). These leading characters should always be included as part of a serial number (e.g. SS). Also, users may receive the XXCSS_QOT_SER_NOT_FOUND error if serial numbers from old products are used or if the product is no longer covered under a Cisco service. If the serial number is from old products, the user should open a case with Support to have the item added to their records. For more information on error XXCSS_QOT_SER_NOT_FOUND, please see reference XXCSS_SCDC in the Full Error Guide.

http://www.cisco.com/E-Learning/pa/bulk/scc2/Error_Guide_Full.pdf

http://www.cisco.com/E-Learning/pa/bulk/scc2/Error_Guide_Full.pdf

Error Guide


XXCSS_QOT_SER_NOT_FOUND: Serial Number Not Found

Error Information Steps for Resolution 1. If you entered the serial number

manually or by cut-and-paste, ensure that it was entered correctly.

2. If not, delete the current line and add a new line using the correct serial number.

3. If the system pulled the serial number from an existing contract (as occurs when you Extend Service Coverage on a contract), or if you have verified the serial number and contract access and the problem persists, open a Support case for assistance.


Description: The serial number entered was not found in the Cisco database and may be invalid. CSCC does not support adding serialized products to our records via a quote using the standard CSCC processes.

To delete a line from a quote, use the 'Delete Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. To add a line, use the 'Add Line' function from the Line Items and Pricing screen. See the CSCC User Guide for details.

XXCSS_QOT_SER_NO_ACCESS: No Access to Serial Number

Error Information Steps for Resolution 1. If the serial number was entered

manually or by cut-and-paste, ensure that it was entered correctly.

2. If the system pulled the serial number from an existing contract, you can register for the contract within CSCC. (See the CSCC User Guide section "Register Contracts" for details).

3. If you cannot register for the contract and have verified the serial number, and the problem persists, contact Support for assistance.


Description: The serial number entered could not be found on a contract associated with your user ID. Cause: This error occurs when your user ID is not associated with the source contract for the covered product you have added. You can register contracts owned by your organization within CSCC, which associates them to your user ID. (See the CSCC User Guide section "Register Contracts" for details).

You may need to delete the line from the quote. To do so, use the 'Delete Line' function from the Action drop-down on the Line Items and Pricing or Error Details screen.




Error Guide


Service Level

SCCUS1001 – Error Code

Error Information Steps for Resolution 1. Verify that the service level is correct.

If not, choose a different service level and revalidate the quote.

2. If your organization has multiple Bill To IDs, verify that the Bill To ID is correct. If not, change the Bill To ID and revalidate the quote.

3. If these options are not possible, open a Support case for assistance.


Description: Your organization is not eligible to quote this service level, based on the information in your Customer Profile. Cause: The Cisco service programs you are authorized to sell are entered and maintained in your Customer Profile. This validation indicates that the service level on the quote is not listed in the Customer Profile associated with the Bill To ID on the quote.

You can modify the service level for the entire quote by editing the Preferences section on the Quote Summary Details screen, or for the line by selecting the line, choosing ‘Edit Line’ from the Action drop-down, and choosing a different service level in the Preferences section of the pop-up window. Related Error: SCCUS5001

SCCUS5001 – Error Code

Error Information Steps for Resolution 1. Please check and edit the service

level. 2. Open a support case to have this

service level added to the customer profile if it looks correct.

3. After changing the service level, validate again to remove the error.

4. If error is not resolved, contact Cisco Staff for assistance.

Related Error Codes

Description: The specified Service Level is not in the Customer Profile of eligible service levels for this Bill To ID. Cause: Service programs which are appropriate for the customer are set up in a customer profile. This error indicates that the selected service level is not in the customer profile for this Bill To address.

SCASL1002 and SCCUS1001

Error Guide




1. Verify that the service level is correct. 2. If not, choose a different service level

and revalidate the quote. 3. If your organization has multiple Bill

To IDs, verify that the Bill To ID is correct.

4. If not, change the Bill To ID and revalidate the quote.

5. If these options are not possible or do not resolve the issue, open a Support case for assistance.


Description: Your organization is not eligible to quote this service level, based on the information in your Customer Profile. Cause: The service level on the line is not in the customer profile for this Bill To address. Service programs which are appropriate for the customer are set up in a customer profile. The service level on this line is not listed as an eligible service level in the Customer Profile for this Bill To ID.

To modify the service level on a line, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. You can change the Bill To ID on a quote if your organization has multiple Bill To IDs. To do so, go to the Quote Summary Details screen and edit the Bill To ID field. See the CSCC User Guide for details. Related Error: SCCUS5001


Error Guide


SCMIS1001: Service Products Are Not Mapped


1. Validate the item you entered. 2. For the first situation, remove item

from quote or reconfigure item in Contract Management and refresh quote before proceeding.

3. For the second situation, please open a support case if all the data on the line appears to be correct and this is not a very old product.


Description: This item cannot be covered because 1) it can only be covered when it is under a chassis (as a minor line), not as a standalone item, or 2) this item may not be correctly set up. Cause: This validation typically messages that the product is not serviceable. It may be because validations could not be fully completed. This may be because the product is long past its Last Date of Support and all linkage to various Service levels has been removed. It may be because the item is only serviceable if it is in a chassis. It may be because of inconsistencies in our product records. In rare circumstances this error indicates that validations could not be completed because of data corruption or system issues. If the item is already under service, look at the Last Date of Support column of the contract to see if this item is no longer supported.

N/A

SCSRV5001: SUSA Software Service Levels


1. Open a case with Customer Service to request the card (minor line item) to be added to the quote or contract as a major line item with the SUSA service applied to it.


Description: The SUSA Subscription software service level is not mapped to a chassis. Therefore, errors are occurring when it is applied to a card in the chassis. Cause: The SUSA software update is a subscription service to periodic worm and virus patches to support an Intrusion Protection Service card. Since a card is generally viewed as a minor line in Cisco Service Contract Center and a SUSA update which is not mapped to a chassis is viewed as a major line, when a user attempts to apply this service, an error will occur.

SCSRV5001

Error Guide


XXCSS_QOT_ENDD_PAST: Service Level and End Date


1. When this error occurs, it may be due to an incorrect service level, despite the error text.

2. If you receive this error, navigate to the Line Items & Pricing screen to edit the service levels and end dates.

3. Upon validation, these errors should be removed.


Description: An incorrect service level is entered, but the error message states that the service level is missing and the system has removed the incorrect service level from the line item. Cause: A quote is created and an incorrect service level is applied to an added line item. Upon line creation, the incorrect service level and related end date are dropped and these fields are left blank. The user receives the error messages: ‘Service level missing’ and ‘End date cannot be before the begin date’. The user does not recognize the service level was entered incorrectly because the error states that the service level was missing and that the line was dropped. In this situation, the user would try to re-enter the same service level not realizing that the initial service level entered was incorrect. Similarly, the end date is not incorrect, but is instead missing since the service level was never accepted.

XXCSS_QOT_ENDD_PAST

SCSPM1001 – Error Code


provided or choose a different Service Level.

2. If this is a minor product in the configuration, you may need to change the Service Level for the parent product or quote this minor line separately.

3. You can also consult with your Cisco sales representative to determine which Service Levels are available for which products.

4. If the problem persists, open a Support case for assistance.

Related Error Codes

Description: The service level chosen is not valid for this product.



Error Guide


SCSPM9001 – Error Code


provided or choose a different service level.

2. If this is a child product in the configuration, you may need to change the service level for the parent product or quote this minor line separately.

3. You can also consult with your Cisco sales representative to determine which service levels are available for which products.



Description: The service level chosen is not valid for this product. Cause: This error indicates that the service level entered is not available for this product. The service level from the Preferences section of the Quote Summary Details screen is suggested as a Preferred Value.



Error Information Steps for Resolution 1. Verify that you have chosen the

desired Service Level. 2. If you have, contact Cisco Support

and request an approval for this error. 3. If the Service Level is incorrect,

choose the desired value and revalidate the quote.


Description: The service level chosen is a downgrade from the previous level of service, which requires Cisco approval. Cause: Service programs have defined preferred service level changes. Changes between service levels not predefined require review by Cisco staff. This error indicates that the service level change is not a predefined preferred service level change.




Error Guide



Error Information Steps for Resolution 1. Please verify the Service Level. 2. Alternative service levels can be

selected or the user can contact Cisco for review of the chosen service level change.



Related Error Codes

Description: This service level is not a compatible change for this program. Cause: Service programs have defined preferred service level changes. Changes between service levels not predefined require review by Cisco staff. This error indicates that the service level change is not a predefined preferred service level change.

SCSRV5006


Error Information Steps for Resolution 1. Please choose only one primary

Service Level for the configuration. 2. Validate again to remove the error. 3. If error is not resolved, contact Cisco


Related Error Codes

Description: Multiple Primary Service Levels are not supported for configuration. Cause: In general parent lines and child lines should have the same primary service level or at most one primary hardware service level and one primary software service level. This error indicates that multiple service levels have been requested for the parent and child lines.

N/A

Error Guide



Error Information Steps for Resolution 1. Review all instances of this serial

number on the quote. 2. Choose the one that has the Primary

Service Level desired. 3. Either apply a valid Secondary

Service Level to the other or delete it. (See the CSCC User Guide section "Adding Secondary Coverage to Existing Coverage" for details).

4. To review all instances of this serial number, use the Filters function and specify this serial number only.

5. If error is not resolved, contact Cisco Staff for assistance.


Description: Multiple Primary Service Levels have been chosen for this product on this quote. A product can only appear on a quote more than once if one line has primary coverage and the other line has compatible secondary coverage. Cause: A product can’t have more than one primary coverage. A product can appear on a quote more than once if one line has primary coverage and the other lines have compatible secondary coverages. The error could also arise if more than one primary service is requested on the quote. If this is the cause of the error, remove all but one primary service.

To easily review all instances of the serial number, you can use the filters on the Error Details screen to display one or more serial numbers only. To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details.


Error Guide


SCSRV1019 – Error Code Error Information Steps for Resolution

1. If possible, modify Coverage End

Dates so that the secondary coverage period does not extend beyond the primary coverage period.

2. Otherwise, open a Support case for assistance.


Description: This product does not have primary coverage for the full term of the secondary coverage period entered. Cause: Some service coverage programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under the primary service level for the same duration. This validation messages that the system can't find the primary coverage for the entire duration of the requested secondary coverage. The system firsts checks to see if the primary service level is being ordered on the same quote. Next it checks for primary coverage on existing contracts. The system matches the dates to see that the primary coverage period covers the timeframe of the secondary services requested.

To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details. Related Error: SCSRV5004


Error Guide



Error Information Steps for Resolution 1. Open a support case if you need a

waiver. Otherwise, verify the service level.

2. You want to verify that proper primary coverage is being ordered or is already on a contract.

3. Add primary coverage if needed or delete the requested secondary coverage line.

4. Contact Cisco Support if you think this error is not correct.

Related Error Codes

Description: Secondary Service is not available without Primary Service coverage. Cause: Some service programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under the primary service level. This error indicates that the system can't find the primary coverage for a line requesting secondary coverage.

SCSER5002



correct service level. 2. If not, correct your entry and

revalidate the quote. 3. If the correct service level was

chosen, ensure that the product is added to the quote with the required Primary service level. (See the CSCC User Guide section "Adding Secondary Coverage to Existing Coverage" for details).



Description: Secondary Service is not available without Primary Service coverage. Cause: Some service programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under the primary service level. This error indicates that the system cannot find the primary coverage for a line on which you are requesting secondary coverage. The system firsts checks to see if the primary service level is being ordered on the same quote. Next it checks for primary coverage on existing contracts. The system matches the dates to see that the primary coverage period covers the same date range as the secondary services requested. If all of these checks fail, this error is displayed.

To modify a line on a quote, use the 'Edit Line' function from the Action drop-down menu on the Line Items and Pricing or Error Details screen. See the CSCC User Guide for details. Related Error: SCSER1011


Error Guide



Error Information Steps for Resolution 1. Please verify the Service Level. 2. The secondary or primary service

level will need to be changed to a compatible pair.



Related Error Codes

Description: The secondary Service Level is not compatible with the primary Service Level found. Cause: Some service coverage programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under a compatible primary service level. This error indicates that the primary service level which the system found is not compatible with the requested secondary coverage. Some service coverage programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under a compatible primary service level. This error indicates that the primary service level which the system found is not compatible with the requested secondary coverage.

SCSRV5005

Error Guide



Error Information Steps for Resolution 1. Please verify the Service Level. 2. Verify that proper primary coverage is

being ordered or is already on a contract.

3. Add primary coverage if needed or delete the requested secondary coverage line.

4. Contact Cisco Support if you think this error is not correct.

Related Error Codes

Description: Secondary Service is not available on the minor line without Primary Service coverage. Cause: Some service coverage programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under the primary service level. This error indicates that the system can't find the primary coverage for a line requesting secondary coverage. The system firsts checks to see if the primary service level is being ordered on the same quote. Next it checks for primary coverage on existing contracts. The system matches the dates to see that the primary coverage period covers the same date range as the secondary services requested.

N/A


Error Information Steps for Resolution 1. Open a support case if you need a

waiver. Otherwise, remove this line to continue.

2. Generally, only Cisco staff can remove child/minor lines. However, in this exception case, use the AutoFix option to remove this child/minor line.



Related Error Codes

Description: Secondary service cannot be validated against the primary service provided. Cause: Some service coverage programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under the primary service level. This error indicates that the requested secondary service level is not valid for the product. Secondary service is optional and can be ordered on the parent or the child lines.

N/A

Error Guide



Error Information Steps for Resolution 1. Verify the Service Level. 2. The secondary or primary service

level will need to be changed to a compatible pair.



Related Error Codes

Description: The secondary Service Level is not compatible with the primary Service Level found. Cause: Some service coverage programs offer a primary coverage as well as optional secondary coverage with additional features. These optional secondary services can't be purchased without being covered under a compatible primary service level. This error indicates that the primary service level which the system found is not compatible with the requested secondary coverage. The system firsts checks to see if the primary service level is being ordered on the same quote. Next it checks for primary coverage on existing contracts. The primary service level which the system found is not compatible with the requested secondary coverage.

N/A

Error Guide




desired service level. 2. If you have, contact Cisco Support

and determine whether an exception to Cisco Service Program Compatibility Rules can be granted.

3. If the service level is incorrect, choose the desired value and revalidate the quote.


Description: The service level change does not comply with Cisco Service Program Compatibility Rules. Cause: Service programs have defined preferred service level changes. Changes between service levels not predefined require review by Cisco staff.

To modify the service level for the entire quote, edit the Preferences section on the Quote Summary Details screen. To modify the service level for one line, select the line on the Line Items and Pricing screen, choose ‘Edit Line’ from the Action drop-down, and choose a different service level in the Preferences section of the pop-up window. See the CSCC User Guide for details. Related Error: SCSRV1004


Error Information Steps for Resolution 1. No action is required. 2. Contact Cisco Support if this is not the

correct record.

Related Error Codes

Description: Due to a data condition, a record has been chosen for you. Cause: A data condition caused our system to return the selected record. Various data conditions could cause such an error.

N/A



cscc - error guide

Documents