HP Priority Services. Priority Access

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1 HP Priority Services Online Case Management tool Web-based submission and tracking solutions. The HP Support Case Manager (SCM) provides 24/7 access and enables users to submit and manage support cases via the internet. Priority Access IT pro to IT pro Online tools Global When to use Support Case Manager- - You have completed diagnostics and are confident of the diagnosis. Saves time, no need to phone HP directly - Need to attach troubleshooting information such as log files, screen shots, etc. - Need to log a case outside normal working hours, 24 x 7. - Want to quickly review case status, online, without phoning HP.

2 Online Case Management tools- Online Case Management tools Support Case Manager (SCM) is a web-based tool designed for managing HP support cases for HP products. Support Case Manager SCM allows you to- -Submit, review, update and report cases via the internet -Manage cases for a wide variety of hardware and software products and systems -SCM saves time by allowing you to submit or view data quickly, accurately, and at your convenience -You can easily attach files related to the case that will help with troubleshooting, such as error messages, memory dumps, and log files Accessing Case Manager- - To get to SCM use - If you are already a registered user, simply login - You can submit a case using the link to the left

3 First Time users Initial Set up- - To use Support Case Manager for the first time, you need to register with the HP Support Center portal. Registration is free and does not require HP assistance. - Users register, create a custom profile and log into the portal using the HP Passport authentication to receive a personalized view. - HP Passport allows a single sign-on experience across any of HP s web portals that are enabled with HP Passport. - You can edit your profile, change your password, or change your User ID any time. HP Passport- -Users register, create a custom profile and log into the portal using the HP Passport authentication to receive a personalized view. - HP Passport allows a single sign-on experience across any of HP s web portals that are enabled with HP Passport. - You can edit your profile, change your password, or change your User ID any time.

4 Edit Setting link- - The SCM profile settings are used to set your case submit preferences. - SCM Settings is accessed using the Edit SCM settings link in the left navigation - Contact information options: Use data from support agreement: Contact data of individuals listed on a selected contract used for case submit. Use all contacts (longer load time): Contact data of all individuals listed on all linked support contracts. Prefill options: Do not prefill: useful when the contact/equipment data changes constantly. This is the default. Use last entered data: useful when the same data is used every time. Use data from support contract: useful when you have a contract with HP and that person is dedicated to handling cases from HP. NOTE- "Support Case Manager PIN" is not the same as your Priority Access PIN code. Please refer to your Priority Access Welcome letter for you five digit PA PIN(s). The Support Case Manager PIN code is used to route your SCM case to the correct HP support team is "HPGS1". HPGS1

5 Creating a case using SCM- - To begin the case submit process, submit a valid and linked Service Agreement ID SAID, Support Account Reference ID (SAR), or HP Care Pack ID. You can also just submit a product serial number under valid warranty - Another way to begin case submit process is to look up a product using a support service identifier by browsing any of your linked contracts and warranty products and find a particular product. SCM Contract Product list- - If a linked and active SAID or Support Account Reference (SAR)* is submitted, the entitlement s product list will be displayed. - Find the product for the case to be submitted and click the associated submit case button to proceed to the case details page. <----

6 SCM Browse Contracts and Warranties- - If an entitlement ID is not submitted, and instead the Browse your contract & warranty products link is clicked on the SCM main page, a list of all linked SAIDs/SARs, HP Care Packs and Warranties is displayed. - Each entitlement ID can be expanded to display the associated products that are covered. SCM Browse Contracts and Warranties- - Clicking the [+] icon on any linked entitlement will open the list of products covered by the contract. - Product SN will be displayed unless it is a software product or product covered by a multi-vendor contract (in which case NSN is shown). - Click Submit Case button to proceed with the case submit process.

7 SCM Case submit page- - If applicable, the case submit page will display the SAID/SAR for the product serial number submitted or selected. - The product number associated to the serial number will be returned by the SCM system. - Product description is based on SN submitted user is no longer required to select from the problem or platform menus. SCM Case submit page- - If applicable, the case submit page will display the SAID/SAR for the product serial number submitted or selected. - The product number associated to the serial number will be returned by the SCM system. - Product description is based on SN submitted user is no longer required to select from the problem or platform menus. Use the Following diagnostic questions to help you providing the support specialist with a detailed description of the problem: -What were you trying to do when you detected the problem? -What were you expecting to happen? -What happened? What error messages did you encounter? -What specific programs, commands or devices were involved? -When did you first observe the problem? -Have you attempted this activity before? Did the problem occur then? -When was the last time the activity worked? -What has changed since the activity last worked (hardware, software, configuration)? -If the problem does not occur every time, describe the conditions under which it does/does not occur. -What corrective action have you taken and with what result? -What other symptoms have you observed?

8 SCM Case submit confirmation page- - A confirmation page is presented upon successful new case submittal. - Attachments may be added to the case at this point in the process by clicking the available link. - If adding attachments, do not modify the subject line that appears in the form! SCM Case Monitoring- - Entering a Case ID in Check case status returns quick case status data. - View the most recent cases that have been opened, updated or modified. - Access to the new Case Report tool.

9 Features- - A case report can be created by searching on a specific linked SN, SAID, SAR, or HP Care Pack. - Case reports can also be created by selecting and running a report against selected linked entitlements. - Results page will display all associated cases against selected contract and warranty IDs. SCM View Case report filters- - Filter options are available to focus a report s results. - Filtering can be done on case status (show only cases that have a certain status) and timeframe (only show cases submitted in last 30, 60, 90 days). - The number of results per page in the case summary may be defined, too. - Clicking the reset button puts all settings back to default. - Clicking Create Report button generates report.

10 SCM View Case details- - View case details page provides case information based on what was submitted by the user, along with current case status. - Clicking the Update, Add Attachment or Request to Close This Case button allows user to update or modify the case as needed

11 SCM Support- - Go to "Get help from HP" - Select "All HP contact options" from pull-down menu - Click on "Ask a question about using HP Support Center"

12 SCM Support- - Under 1-"Describe your issue or question" - Go to "a. Select an HP Support Center topic", select "Support Case Manager (SCM)" - Enter your question or issue in c. - Be sure to validate your contact information - An HP representative will reply via HP Services are governed by the applicable HP terms and conditions of service provided or indicated to Customer at the time of purchase. Customer may have additional statutory rights according to applicable local laws, and such rights are not in any way affected by the HP terms and conditions of service or the HP Limited Warranty provided with your HP Product. Copyright Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

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