Service Central Your gateway to support

Transcription

1 Service Central Your gateway to support Training deck November 2015

2 Topics Why using Service Central? How to login to Service Central - Option 1 - Option 2 How to submit a ticket How to modify a ticket/check the ticket status How to follow up/respond to helpdesk inquiries related to a ticket Query options Technical issues and FAQs 2

3 Why using Service Central? Ability to log a web ticket and/or ability while browsing through the catalog of services. Search & review tickets submitted through the portal (user dashboard); add comments & update existing tickets, re-open closed tickets within 3 working days. Ticket status notification Receive a system generated message when a ticket is created, updated or closed. The closure notification will consist of a complete resolution, link to the ticket on the web, contact information & attachments (if applicable). Self Help Can search for information on the hub to get answers to common questions (policies, procedures, how to do s etc.), without having to contact an agent.

4 How to login to Service Central 4

5 How to login to Service Central Option 1 Service Central is your gateway to the core HPE marketing applications and has different access links for HPE employees and external users (agencies and channel partners) The various marketing applications Just select your respective link from the following list. 5

6 How to login to Service Central Option 1 Service Central & Marketing application support access links Marketing application Service Central entry site Asset Hub Co-Marketing Zone Aprimo QuickSpecs UCM Concentra HPE employee access / Name=Marketing&l2Name=HP+Asset+Hub&l2= Name=Marketing&l2Name=Co- Marketing+Zone&l2=142 Name=Marketing&l2Name=Aprimo&l2=137 Name=Marketing&l2Name=QuickSpecs&l2=154 Name=Marketing&l2Name=UCM+Support&l2=15 3 HPE agency and channel partner access Use the entry site link above and select Marketing from the Service Central top menu; then select Asset Hub* Use the entry site link above and select Marketing from the Service Central top menu; then select Co-Marketing Zone* n/a Use the entry site link above and select Marketing from the Service Central top menu; then select QuickSpecs* Use the entry site link above and select Marketing from the Service Central top menu; then select UCM/Concentra* * Application deeplinks will become available and communicated after Nov 1.

7 How to login to Service Central Option 1 Once you have selected the respective marketing application support URL, you will be asked to login as follows: HPE employees have the choice to login in two ways: 1. Using their HPE ID and NT Password 2. Using a Digital Badge Use the following link: / Agency and channel partner users login using HPE Passport. If you do not yet have an HPE Passport account, click the Create an account 1 button to request one. 1 Use the following link:

8 How to login to Service Central Option 2 Step 1: Select the generic Service Central URL Step 2: Select the Marketing tab on the top menu bar Step 3: Select the application you need support for 2 3

9 How to submit a ticket 9

10 How to submit a ticket Step 1: Login to Service Central by selecting your respective marketing application support access link or the generic Service Central URL *) Step 2: On the application support page, select the Services option that best categorizes your support need. 2 Step 3: Select the option that best describes your issue. 3 The tool will then advance to the next level page. *) When having selected the generic Service Central URL and logged in, please select the Marketing tab on the top menu bar and then the application you need support for.

11 How to submit a ticket 4 Step 4: On the new page, click on the Submit a Case button on the bottom of the page.

12 How to submit a ticket Step 6: Complete the form with all the required information, then click the Submit button. Your ticket will now be assigned to the support team. Notes: Triplet, , Region, Country and Language fields are automatically populated depending on the catalog options chosen so far and on your profile.

13 How to submit a ticket Once the ticket has been submitted, you will receive an notification with a link to the ticket. Please DO NOT respond to this message, it is a No- Reply address. If you have the need to modify the ticket, please open the ticket via the request ID in the notification.

14 How to modify a ticket/check the ticket status To modify a ticket or check the ticket status, login to Service Central. You can do this by either - Selecting the generic Service Central link or by - Selecting your respective marketing application support access link 1. Upon login through the generic Service Central link, all your tickets will be visible within the My Requests section on the Service Central home page. Simply access the relevant case to see the entire ticket history. If you wish update your ticket by adding information or comments, click on the Edit button in the bottom of the page, insert your comments in the Addtl Information/ Comments field and submit.

15 How to modify a ticket/check the ticket status 2. Upon login through your respective marketing application support access link, click on the Service Central button on the top left hand side, and you will see all your tickets within the My Requests section on the Service Central home page. Simply access the relevant case to see the entire ticket history. If you wish update your ticket by adding information or comments, click on the Edit button in the bottom of the page, insert your comments in the Addtl Information/ Comments field and submit.

16 How to follow up/respond on helpdesk inquiries related to a ticket When you receive an notification from the helpdesk, asking to provide further insight, click on the ticket link in the notification to open the respective ticket in Service Central. Click on Edit, then use the Add Information/Comments box for your response and click submit. 2 1

17 Self-help knowledge base Help yourself - check out Service Central s Knowledge Base For immediate self-help, you can instead of placing a query check out the Knowledge Base in Service Central. How do I register for Asset Hub access? What if I already have an HP Passport account? What is the role of an HPE sponsor? How long does it take to get access to Asset Hub once I registered? What default user rights and permissions are assigned to a user upon registration? Will user access expire?

18 Query options for the individual marketing applications 18

19 Asset Hub query options Select the support category that best describes your support need Support category Access Technical Issue Content Management General Request Support sub-categories Access Upgrade Login Issue Password Error HP Passport Issue Enhancement Request Function not Working System is down System is slow Upload or Download Issues Publishing Issues Publishing Requests Upload or Download Requests Other Content Requests Comms Request Feedback Non AH Queries Profile Info Request Report Request Request for Information Training Request Other

20 Aprimo query options Choose the option that best suits your needs Support category Aprimo Support and Enhancements Support sub-categories Access or Permission Issue Enhancement Request Error Message MASS Data Load Missing Data New or Modify Aprimo Report New or Update Business Rule Other System Unavailable or Performance Issue EMEA Business Support How to Questions

21 Co-Marketing Zone query options Choose the option that best suits your needs Support category Access Content Support General Request Technical Issue Support sub-categories Login Issue New Access Request Partner Portal Issue Password Error Profile Changes Search Issue Upload Request Category Tree Changes Template Related Communications Request Feedback Non CMZ Queries Profile Info Request Report Request Request for Information Training Request Other Enhancement Request Function Not Working System Is Down System Is Slow Upload or Download Issues

22 UCM Concentra Support query options (1/2) Choose the option that best suits your needs Support category Create New Modify Existing Documents Support sub-categories CMG Workflow Group Library Sub library Report Other CMG Workflow Group Library Sub library Report Other Archive Document Un-archive Document or Extend Expiry Dates Move Document Other Modification Concentra Issue CDS+ Issue Publisher Issue Other Issue

23 UCM Support Concentra query options (2/2) Choose the option that best suits your needs Support category Users Concentra Issues Other request Support sub-categories Training Certification Add Role or Provide Access Registration Removal Login Issues Upload or Download Issues Errors in Concentra or other Other

24 QuickSpecs query options Choose the option that best suits your needs Support category QuickSpecs Online Product Bulletin Other Support sub-categories Functionality Issue Synchronization, Update or Refresh Issue System is Slow Missing Content Content Issue System is Down QS Enhancement Request Installation New Release Functionality Issue Missing Content Content Issue Update Price List Synchronization, Update or Refresh Issue PB Enhancement Request Request for Info Training request Other

25 Technical issues & FAQs 25

26 Technical issues & FAQs Browser: Service Central works best with IE 10 and above, Google Chrome and Firefox. Service Central Error message: A Service Central error message is observed because of the following reasons: Submitting a ticket using the Service Central application that is in inactive mode for more than 10 min Trying to perform too many actions at the same time Solution : Close the application Perform basic trouble shooting steps like clearing the cache and temporary internet files Access Service Central from a new browser & submit your request If an error message shows up again, click on the Click here to send an link in order to escalate the issue; select the Business function and team. In the comments section describe the steps that you were performing while you encountered the error message. Based on the comments, the Service Central team will suggest troubleshooting steps and if needed they will notify IT.

27 Thank you 27