Helpdesk

Terminologies:

Happy Path vs Non-Happy Path: 

• Happy Path = tenant has subscription combination that is supported by Cumulus
• Non-Happy Path = any combination of subscriptions that is not supported by Cumulus

        Examples of non-supported subscriptions: multi-sub and 3 year paid upfront SKUs.

MIDAS Ops = As the teams now work together and both Sales Ops and MIDAS team will sometimes be doing the same tasks, I will refer to the agent as MIDAS Ops when explaining tasks.

Prerequisites:

Confirm these have been successfully completed by Sales agent when getting a ticket:

1. Cumulus Org must be created and provided on ticket
2. Cumulus Profile information completed
3. MCA should be accepted
4. Tenant linked in Cumulus
5. Provided with quantity, licenses, commitment and billing term to their request.

These tasks are completed by the MIDAS Ops:

1. Verify if the org is part of a Split Tenant. Follow that link
   1. Search cumulus for the .onmircosoft.com ID and verify there isn’t two accounts
      
2. Validate the Partner isn’t on the Legacy Partner Program. Follow that KB link.
3. If they are transfer Azure licenses, GDAP must be signed
4. If the GDAP is signed, license management is disabled

Procedure (Part 1):

1.      Disable the O365 Cumulus Sync
   1.  Find the “Microsoft Tenant ID”. This can be found in the Partner Centre on the              account page:     
      
      
   2. 
   3. Go to admin2 -o365syncjobs (https://cumulus.sherweb.com/admin2/o365syncjobs)
   4. Add the Microsoft ID that you found in step 1a to the Microsoft tenant ID field   
   5. Under “Reason” add the following: #TicketNumber – SubscriptionSyncSkippedTenant
   6. Select Disable
   7. Once done, it should appear in the list.
       *Note: If it doesn’t appear in the list search the tenant ID to see if there was a stop sync already in place. If it doesn’t appear in the search try again, if it fails to appear again reach out to the DEV team.
      1. 
2. Submit the transfer request in the Partner Center by following the outlined steps in Microsoft’s Documentation: How to create transfer request
    
3. Once done, provide a screenshot of the submitted request to the Sales Rep on the ticket
   1. Note: notifications from the Partner Center doesn’t always work, the Sales Rep should notify you once the transfer is complete.
   2. Inform the rep to not do anything in Cumulus until the transfer is complete
      
      
4. Add the screenshot of the Partner Center Subscription Page, Azure Subscription Page, and Reserve Instance Page as a note in the ticket.

Procedure (Part 2):

        5. Once the transfer is accepted, Sales Ops validates the subscriptions in the Partner Center.           Make sure all licenses that was provided by the rep were transferred.

                    a-     For "happy-path" - transfers, proceed to the next step.

                    b-     For "non-happy path" transfers. – proceed to this guide (non-happy path guide)

                            After the non-happy path guide has been completed and then return here.

        6. Import the transferred option to Cumulus

                    a-     Launch the transfer tool in Admin2:

                            https://cumulus.sherweb.com/admin2/tools/transfer-in

                    b-    Download the CSV template if you haven’t recently                            

                    c-    Grab the Cumulus GUID

                        - Go to End Customer’s Cumulus Account and inspect the page

            - Find the GUID, the search tool is helpful in this moment

             d-    Open the CSV template you download in 6b. Leave the title column as is and replace                     the IDs with the Cumulus Organization ID you copied down

                            - Note: If multiple organizations were transferred (maximum 5 orgs at a                                     time until further notice)

            e-    Save the CSV

    7- Using the Import Admin Tool (6b.) Select “Choose File” and then upload the CSV document you created

        a-    Once done, Click “Import”

                    The "Import" button will remain grey and have a spinning gear until the import has                         completed processing.                         

                        IMPORTANT: Remain on the admin2 page until import shows as completed (do                        not change page or tabs) or else you will get a time-out error. 

                    When this happens, click Import again.

        b-    Once the import completes, you will receive one of the following 3 messages:

                        Success:

                                - Verify the renewal date

                                - Make sure 7-day cancellation is not activated

                                - Confirm the prices are correct

                                - Check to see if auto-renewal should be on or off.

                        Partial Success

                                - The error can be found by clicking 'See results' as it would open a txt file.                                         This typically indicate that the license is not available in Cumulus and that                                     it must be created and added to the mapping file. In this case, please                                             check with the team if a custom subscription needs to be added                                                      temporarily by Billing.

                        Fail:

                                - You get to troubleshoot what might have happened

                                - Rough error guide can be found here: ______________

8-    If it was a success, you can re-enable the sync

        a-    Go to admin2 - o365syncjobs

        b-    Locate your tenant using the tenant id and click 'reactivate'

          The tenant should no longer appear in the list. If it does, try to reactivate it again but if the           issue persists you must open a SWAT request for them to investigate.