PLA Tenant Provisioning Selection Self-Service Process

Products

• Cloud Secure Web Gateway - Cloud SWG
• Email Security.cloud
• Endpoint Security
• Clarity PPM SaaS
• Data Loss Prevention
• CASB Gateway

Issue/Introduction

The following article outlines the self-service process PLA Subscription Managers now have available to them (as of Nov 7th, 2022) which impacts the following SaaS products: Email Security Service, Web Security Service, Symantec Endpoint Security, Clarity SaaS, Data Loss Prevention, CASB.

Resolution

Once a PLA SaaS product is subscribed to via the Support Portal / PLA Entitlements tab, the Product Administrator provided in the subscription request will receive an email to action the SaaS tenant selection request. If there was no Product Administrator specified on the SaaS product, the PLA Subscription Manager will be notified. 

• IMPORTANT: If the Product Administrator does not action the request within 30 days, the link will expire, and Customer Care will need to be contacted for further assistance. 

 
How to respond to an ON_HOLD Support-Led request

The email sent to the Product Administrator will contain brief summary of the ON_HOLD request and a direct link to the product portal to take action on the request. 

The link will take the Product Administrator to the Provisioning Portal "Account Selection" screen where they'll be first prompted to login using their Broadcom Support Portal account.

If they do not have an account, please follow the below steps to create a new account.

Account Registration

If the Product Administrator does not have an account in the system, they will be redirected to an account registration page to create a Broadcom account. 

Account Login

If the Product Administrator is present in the system and trying to sign in for the first time the below screen will appear.

After successful sign in, the Product Administrator will be taken to the Account Selection screen.

Account Selection Process

The Product Administrator can select the target Account and click the Resume button. The user will be asked to confirm placing the subscription into the appropriate Account.

IMPORTANT: On the same page, you shall also get the option "Provision in new tenant" if you wish to create a new tenant. 

Clicking Yes will resume the provisioning process.

 

A final confirmation screen will display showing an overall summary of the tenant selection action confirming the end of process. 

 

Additional Information

If the Product Administrator is not able to respond to the email ON_HOLD request within 48 hours, then Customer Care will get notified for the ON_HOLD request through a newly created support case.