Customer Search Step by Step

Business Objects
http://ebi.ges.symantec.com/businessobjects/enterprise115/desktoplaunch/InfoView/logon/logon.do

Oracle
https://prg.ges.symantec.com/OA_HTML/AppsLocalLogin.jsp?requestUrl=APPSHOMEPAGE&cancelUrl=https%3A%2F%2Fprg.ges.sym antec.com%3A443%2Foa_servlets%2Foracle.apps.fnd.sso.AppsLogin

RAG100 End User Customer Number Search IB206 VIP Support by Rep Install Report Customer (View) Address Search

RAG100 ERP Lookup

1) From the home screen, expand +My folders, and click on Inbox:

2) Select the RNL100 End User Customer Number Search report in the Inbox.

3) To run the report, use all CAPS, with the % as a wild card. For Example: to run a report for the list of ERPs for Child Care Resource Center, enter CHILD%CARE%RES% and hit Enter, or click Run

4) To export into Excel: Click on the Document button, select Save to

My Computer, then select Excel. Click Open in the pop-up window.

5) Now in Excel, we have a sort-able list, leaving only a list of unique customer numbers, and customer number by location:
End User Customer Number Search

Run Date: 12/04/07 12:48 PM

Customer Name Like: CHILD%CARE%RES%

End User Customer Numbers 1015736 175726

End User Customer Number 1015736 175726 175726

End User Customer

End User City VAN NUYS CHARLOTTE VAN NUYS

End User State CA NC CA

End User Country United States United States United States

CHILD CARE RESOURCE CENTER CHILD CARE RESOURCES CENTER CHILD CARE RESOURCES CENTER

The ERPs can now be easily copied/pasted into a Business Objects report field.

IB206A Install Base Report

1) Click on Inbox, and select OK when asked to navigate from page

2) Select the IB206A-VIP Support by Rep report in the inbox.

3) In the End User Cust Number field, enter all customer numbers, separated by a semi-colon with no spaces. (for larger customers, no more than 10-15 ERPs at a time)

4) In the Enter IB Product Family field, change the SBE to a *. The SBE will run the report for Backup Exec only. The * will pull all product families. Hit Enter, or press Run

5) To export into Excel: Click on the Document button, select Save to My Computer, then select Excel. Click Open in the pop-up window.

6) The spreadsheet is now ready for use, sort-able by end date, license type, etc. These can be very useful to plan account calls, or to research issues that will arise.

Column Headers
Contract Number Support contract# created at the time of original or support renewal order Agreement Number Prior buying program agreement # IB Instance Status Status of license in the Install Base IB End User Cust Number aka ERP Number IB Instance Number aka Reference Number Unique identifier within the install base IB Sales Order Number Sales Order number for the Original purchase of the license IB Item (SKU) SKU for item as it was ordered or converted. Can be deleted to avoid confusion. Support Start Date and Support End Date These are the support dates of the latest support order Can be future dates (ex 20-Feb-09 19-Feb-10)

Customer (View) in Oracle

If the info you are looking for doesnt come up, try searching by customer address. In Oracle, click on Customer (View)

 From the spreadsheet, or customer request, use the address to search. Street address and city will help pinpoint the address wanted. Using all CAPS and the % as the wildcard:

 The address search will return an ERP list that can be pasted into the IB206A report. Note the different naming conventions that can be found:

Additional Info:
There should never be more than one of a unique Instance Number, Column J on a report. If there are any duplicates, remove them from the report. The report will only pull items in SYM Shipped, SYM Unmatched and SYM Matched status. SYM Shipped is a legitimate license that is renewable, assuming the dates are in alignment with policy (within 30 days pre- or post-expiration of support). SYM Unmatched is a non-renewable status, the result of a support renewal with no POP.
Commonly the source of issues regarding incorrect support dates, licensing entitlement, or missing support that Technical Support can not locate.

SYM Matched status are licenses that have been fixed and transitioned from SYM Unmatched. These can be deleted from the report.