Presentation on theme: "HP Asset Hub Support through Service Central"— Presentation transcript:
1 HP Asset Hub Support through Service Central Training DeckJanuary, 2015
2 Advantages in using Service Central for Asset Hub requests Log a web ticket and select your most suitable service option.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).
4 How to login to Service Central Option 1: Through the Asset Hub Resource CenterGo to the Asset Hub Resource CenterYou will find all the Service Central related information within the Help section
5 How to login to Service Central Option 2: Direct loginHP employees can login in two ways:Using their HP ID and NT PasswordUsing a Digital BadgeUse the following link:External customers can login using HP Passport .If not available already, click the Create an account button in order to start the process of requesting one.Use the following link:aspx1212
6 How do I raise a ticket for Asset Hub using Service Central?
7 How to raise a ticket Step 1: Mouse-over Marketing section Step 2: Select HP Asset Hub.12
8 How to raise a ticketStep 3: On the new page, mouse- over the service that best suits your needs.The third level of query options will show up.Step 4: Click on the option that best describes your issue.Example: If you want to ask for access upgrade, mouse-over Access , then click on Access UpgradeThe tool will advance to the Access Upgrade page.Step 5:On the new page, click on the Submit a Case button.1212
9 How to raise a ticket Submit a Case - Ticket web form Step 6: Fill in the form with all the required information, then click the Submit button. Your ticket is now opened and assigned to the right team.Notes:Triplet, , Region, Country and Language fields are automatically populated depending on the catalog options chosen so far and on your profile.
10 How to raise a ticket Submit a Case - Ticket web form Step 6: Once the ticket has been submitted, you will receive an notification with a link to the ticket.Please DO NOT use this message for sending further comments or responses. And do not share accounts.If you have the need for follow-ups, please open the ticket directly in Service Central.
11 Following up on / responding to a ticket Checking the status of a ticket For follow-ups, comments, responses on/to a ticket, or if you want to check the status of a ticket, please access the main page of Service Central; all your tickets are visible within theMy Requests section. Select the respective ticket, and you will see the entire ticket history.Click here!
12 Following up on / responding to a ticket When you receive a ticket back with a question from the helpdesk, please use the Addl Information/Comments box for your response and re-submit the ticket.
13 How to raise a ticketQuery options for Asset Hub – choose the one that best suits your needs2nd level catalog3rd level catalogAccessAccess Upgrade Login IssuePassword ErrorHP Passport IssueTechnical IssueEnhancement RequestFunction not WorkingSystem is downSystem is slowUpload or Download IssuesContent ManagementPublishing IssuesPublishing RequestsUpload or Download RequestsOther Content RequestsGeneral RequestComms RequestFeedbackNon AH QueriesProfile Info RequestReport RequestRequest for InformationTraining RequestOther
14 Self-help knowledge base Help yourself - check out Service Central’s Knowledge BaseFor immediate self-help, you can – instead of placing a query – check out the KnowledgeBase 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 HP 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?
16 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 minTrying to perform too many actions at the same timeSolution :Close the applicationPerform basic trouble shooting steps like clearing the cache and temporary internet filesAccess Service Central from a new browser & submit your requestIf 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.