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The initial Provisioning email is sent to the appropriate provisioning contact listed in the order on the Requested Start Date (RSD). There is a process to resend the Provisioning Email to a Provisioning contact who can't locate the initial email. Suppose you have access to resend the email from Cisco Commerce Workspace (CCW). In that case, you can resend the email from CCW for subscription line(s) on your order, even beyond the RSD, until an organization is onboarded in Control Hub.

Basic Troubleshooting Steps

If the provisioning contact has not received an email, please check the Spam filters or folder.

Make sure to have your IT Admin allow these email addresses so messages don’t go to spam/junk folders:

• Sender: webex_comm@webex.com

1. Order line in “Awaiting Provisioning Details” status in CCW.
2. Order line in “Closed” status in CCW.

Case 1.1: If you do not have access to resend the email from CCW

Reach out to the contact who placed the order in CCW and have them follow the steps below.

Case 1.2: If you have access to resend within CCW

You can change the provisioning contact until the Point of No Return (PONR). 

           PONR = Organization onboarded in Control Hub (order mapped to the organization)

Once the organization is onboarded, you cannot resend the provisioning email. Provisioning contact or admin can complete the service setup by logging into https://admin.webex.com.

1. Click Resend on the Order line, next to Provisioning Contact Email.

2. Click Yes.

 

 

Scenario 2: The Order line is in “Closed” status in CCW

If you fail to complete the provisioning process within policy-defined days of receiving the email (7 days for A-Flex and A-Flex-3, 30 days for the rest of the collab offers), the order line will close in CCW, in accordance with Cisco's policy. If needed, you can edit or resend the provisioning email through the CCW Cloud/SaaS subscription page. These orders can be identified by the message indicating that the provisioning is still pending.

Suppose Partners or Distributors want to update provisioning contact for un-provisioned but closed orders. In that case, they can click on the hyperlink “Click here” above, and it redirects them to Cloud/SaaS Subscriptions page.

The Point of No Return is the same as in Scenario 1.
 

PONR = Organization onboarded in Control Hub (order mapped to the organization
Click on the Resend button.
 

The email was resent successfully to users.

If you face issues and are unable to resend the provisioning email before PONR, then follow one or more of these steps before trying to resend again:

• Try clearing the cache and cookies in your browser.
• Try a different browser.
• Try incognito mode.

If you still face issues before PONR, then you may open a case with screenshots (if applicable) using the steps:

1. Log in to Customer Service Hub Portal https://www.cisco.com/go/cs.
2. Search Provisioning Assistance.
3. Click the Open a Case.
4. Under Type of Request, select Resend Provisioning Email.