SaaS Tenant Hold and Release process

Products

• Support Portal
• Licensing - Manual Provisioning
• Symantec
• Enterprise

Issue/Introduction

This article will show the steps on how to manage the Tenant Hold process on the Broadcom Support Portal. 

Note: The steps outlined in this documentation apply to most Broadcom Software products. For information regarding Tenant Holds (also known as Organization Holds) specifically for "VMware Cloud on AWS" and "VMware Live Recovery" products, refer to Cloud Services Console - Organization Hold and Release Instructions 

Cause

What are “Tenant Holds” used for?

When an order is placed for a product, there are a few reasons that the order, or specific items within the order, may be placed on hold in the Fulfillment Dashboard. 

The most common reasons for these holds include:

• Placement Information: The Product requires specific information on where the Customer wants to place the new product
• Add-On Requirement: The order is for an Add-On product which requires it to be placed into a tenant where there is a “Base” product already available;
• Multiple Tenant Selection: In cases where a Customer has more than one active tenant, the system needs clarification on which specific tenant the new product should be placed under.

Resolution

Steps to Release a Hold on a SaaS Product 

1. The Fulfillment Dashboard allows you to monitor if a product has been placed on “Tenant Hold”. In such instances, the designated Product Administrator—identified as the "Ship To" contact in the contract—will receive an email notification. This email will include a direct link to the Broadcom Support Portal, providing instructions on how to release the hold. 
   
   
   
2. Once logged into the Broadcom Support Portal, the Product Administrator can access the Fulfillment Dashboard.
   Note: Only the Product Administrator will have access to the Fulfillment Dashboard. For guidance on obtaining this access, refer to Request the Product Administrator role
   
   
3. From the Fulfillment Dashboard, select Tenants On Hold 
   
   
   
   
4. Once in the Tenant Hold page, you can see the products that are pending for tenant selection.
   
   
   
   
5. The Product Administrator may proceed with one of the following options:  
   Option A: Create a New Tenant 
   Option B: Move the item to an existing tenant by selecting 'Select Tenant'. To locate the appropriate tenant, utilize the available filters: Select Division, Product Name, and Tenant Id.
   
   Note:
   The "New Tenant" option is only available for products capable of operating as standalone products.
   Add-on products must be placed into existing tenants.
   
   
   
   
6. IMPORTANT - If a new Standalone product is ordered alongside an accompanying Add-On product intended for the same tenant, the Standalone tenant must be released first. Following this, there is a mandatory waiting period of approximately two hours for the new tenant to be provisioned and updated in the Fulfillment Dashboard. Once this process is complete, the Add-On product may be released into the tenant.
   
   
   
   
7. Once the tenant is selected and submitted, the system will automatically capture the user's name and the current date. This data is collected to track modifications and identify the individual responsible for changes for reporting purposes.