This guide will walk you through changing or modifying the Provisioning Contact Email Address within the Cisco Commerce Workspace (CCW).
ANSWER
The initial Provisioning email is sent to the appropriate provisioning contact listed in the order on the Requested Start Date (RSD). Suppose you have access to Cisco Commerce Workspace (CCW); you can change the provisioning contact 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
- Order line in “Awaiting Provisioning Details” status in CCW.
- Order line in “Closed” status in CCW.
Сценарій 1. Order line in “Awaiting Provisioning Details” status in CCW.
Case 1.1: If you do not have access to edit 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 edit 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 edit the provisioning email. Either provisioning contact or admin can complete the service setup by logging into https://admin.webex.com.
To Edit the Provisioning Contact Email:
- Click on the Edit button at the line level for the Provisioning Contact Email:
- Enter the new Provisioning Contact email > Click Save.
Optionally, you can select the Apply to all lines check box if you would like to cascade the modification to all the lines.
- Клацніть Готово.
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), your subscription will begin billing, and the order line will close in CCW, in accordance with Cisco's policy. You can edit or resend the provisioning email through the CCW Cloud/SaaS subscription page if you need to complete provisioning. 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.
Click on the Edit button at the line level for the Provisioning Contact Email:
Enter the new Provisioning Contact email > Click Save.
2(a) Before the Point of No Return (PONR)
If partners try to update contact after order onboarding but before service is set up, they will see the following popup message.
Provisioning contact or admin can directly log in to https://admin.webex.com to complete provisioning.
Additional details
- Go to Change View > Transaction Manager.
- Partners can also review the updated transaction history from Cloud/SaaS page.
- Go to Change View Transaction Manager.
- Select Provisioning email update and search for the subscription.
- Find the status of an update.
If you face issues and are unable to edit provisioning contact before PONR, then follow one or more of these steps before trying to edit again:
- Try clearing the cache and cookies in your browser.
- Спробуйте інший браузер.
- Спробуйте режим інкогніто.
If you still face issues before the Point of No Return, then you may open a case with screenshots (if applicable) using the below steps:
- Увійдіть на портал https://www.cisco.com/go/csЦентру обслуговування клієнтів .
- Пошук Надання допомоги.
- Клацніть елемент Відкрити інцидент.
- Under Type of Request, select Change Provisioning Contact Email.
