myaccount help document - technik.community · 4. while on the dashboard, under the account support...

myAccount Help Document

In addition to the great features you have always enjoyed in myAccount, please review this document for new tools and functionality that we have been introducing to serve you better.

Type:

This refers to whether the role is associated with a company account or a role for access/management of a support contract (managed in myAccount).

UpdATIng yoUr role or co-workers roles:

Authorized (Admin role) customers can make updates to account roles in the account. you can reach out to your company’s Admin to be added to your companies account. Authorized (named callers) customers can make updates to support contract roles in myAccount.

note: The functions in grey were previously BlackBerry enterprise store functions.

Key functions in myAccount1. log into https://www.myblackberry.com/myaccount/ with your BlackBerry or good Admin account.

dashboard Functionalities

The dashboard provides a quick view of your service requests’ and servers’ current statuses. Queries entered into the search

bar will simulataneously search the BlackBerry support knowledge Base and/or product documentation.

search

Queries are entered into the dashboard.

The search page will display results from the BlackBerry support knowledge Base and from product documentation.

1. Using the tabs located at the top of the page, filters can be used to display results within a certain category.

2. Using the tabs on the left-hand side, results can be further filtered within a certain category.

3. when you wish to view a resource, Quick View will display the first page of the resource and will highlight key words from

your search as they appear on the page.

4. clicking on the title of a resource will open that resource in a new window.

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2

3

contact sales

1. log into https://www.myblackberry.com/myaccount/

note: ensure you have the correct account selected in your drop-down menu

2. on your dashboard, scroll down to the Account support section and select contact sales.

2

1.

2.

3. From here, you can fill in a form with your details, and a sales

reprsentative will contact you.

Account User Management



2. on your dashboard, scroll down to the Account support section and select Account User Management.

3. From here, you can add new users, and edit or remove existing users on your account.

srp Management and software downloads



2. on your dashboard, scroll down to the Account support section and select srp Management.

3. Use the secure relay protocol Id and Authentication key to install your software.

1.

2.

3. ..

4. To download your ordered products and services, select Access enterprise software and follow the download prompts.

5. you may also create a new srp by using the create a new srp button.

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3

Manage licenses / license History



2. on your dashboard, scroll down to the Account support section and select licenses.

3. In licenses, you can view the historical list of your licenses that are Bes 12.4 or earlier.

The product name, active period, order number, line item, and quantity is provided in the list.

note: you no longer have the option to export your licenses to excel.

4. while on the dashboard, under the Account support section, you can select good secure eMM suites.

6. while on the dashboard, under the Account support section, you can also select Advanced license Management

5. From here, you can view your good secure eMM suites (licenses that are Bes 12.5 or later) and valued-added service

entitlements. you may also view your account’s overall licensing compliance status.

This offers the ability for a user to manage licenses on the server and complete more advanced technical licenses functions

(i.e. license splitting, managing connected Bess, etc.). Please note that this applies to licenses 12.4 and below only.

licenses for 12.5 and above are automatically assigned.

software Assurance



2. on your dashboard, scroll down to the Account support section and select software Assurance.

If your account has eligible offerings for Bes v12.4 or lower, the following screen will appear for you to complete software

Assurance. once you have claimed your software Assurance, you will not be able to undo it.

for Bes v12.5 and above, the software Assurance process is automated. for more information, refer to the following article:

http://support.blackberry.com/kb/articleDetail?articlenumber=000038341&language=english

open Incidents



2. you can view your service requests at the top of the dashboard or by scrolling down to the Requests section. please

note that all good customers can submit cases as instructed below and view previously created tickets in good Admin as

linked on the dashboard.

select new service Request from the My service requests (A) section, or select create service Request from the requests

section (B) to prompt the following page.

A

B



2. .....

3. click on a category to see what issues are addressed by that option.

As an example, “BlackBerry enterprise server/service” was selected, and the issues that are addressed

by this option can be seen.

when you are satisfied with a category, select next to prompt the following page.

C



2. .....

3. click on a category to see what issues are addressed by that option.

As an example, “BlackBerry enterprise server/service” was selected, and the issues that are addressed

by this option can be seen.

when you are satisfied with a category, select next to prompt the following page.

4. select your issue’s level of urgency from the drop-down menu (d). A description of each level of urgency will

appear under the drop-down menu (e).

D

E

1.

4. select your issue’s level of urgency from the drop-down menu (d). A description of each level of urgency will appear under the drop-down menu (e).

5. provide a brief description of your issue in the Brief description field, and a longer description in the description

field. select next to prompt the following page.

1.

2.

3.

4. select your issue’s level of urgency from the

drop-down menu (d). A description of each level

of urgency will appear under the drop-down

1.

2.

3.

4. select your issue’s level of urgency from the drop-down menu (d). A description of each level of urgency will appear under the drop-down menu (e).

5. provide a brief description of your issue in the Brief description field, and a longer description in the description

field. select next to prompt the following page.

6. recommended solutions displays curated articles from the support knowledge Base and from the product

documentation databases, selected to best resolve the issue you described on the previous page. More articles

can be viewed from the bottom tab.

1.

2.

3.

4. select your issue’

5. pomp

6. databases, selected to best resolve the issue you desc ribed on the previ page.

More articles can be viewed .

7. If the resources provide enough information to resolve your issue, you can cancel your service request at this

stage by selecting cancel. To continue with submission of your service request, select next.

1.

2.

3.

4. select your issue’

5. pomp

6. recotation databases, selected to best resolve the issue you described on the previ page. More articles can be

viewed .

7. If the resources provide enough information to resolve your issue, you can cancel your server request at this

stage by selecting cancel. To continue with submission of your server request, select next.

8. A summary page will appear, listing the category you selected and your support request details. you can edit this

information by selecting the edit tabs. selecting either tab will take you back to the Issue details page.

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8

select submit to your submit your new server request.

register srps



2. on your dashboard, scroll down to the my servers section and select View All to open the server Management page

or

3. scroll down to the servers section and select server management.

2

3

register srps



2. on your dashboard, scroll down to the my servers section and select View All to open the server Management page

or

3. scroll down to the servers section and select server management

4. on the server Management page, select Register a new sRP at the bottom of the screen

5. provide your srp Id and Authentication key and click next

6. provide the server details on the Add server details page and click register

7. you will receive a notification and be redirected to the server status details page on the server Management page,

select Register a new sRP at the bottom of the screen

8. provide your srp Id and Authentication key and click next

9. provide the server details on the Add server details page and click register

10. you will receive a notification and be redirected to the server status details page

11.

5

1. ...

2. ....

3. ....

4. ...

5. provide your srp Id and your Authentication key, then click next.

4

6

1. ...

2. ....

3. ....

4. ...

5. register your srp Id and your Authentication key, then click next.

6. provide your server details on the Add server details page, then select register.

you will receive a notification, and then be redirected to the server status details page.

remove srps

1. Follow steps 1 - 3 from the register srps tutorial.

2. on the server Management page, select the srp you wish to remove by clicking on View status Details.

3. on the server status details page, click Remove sRP iD

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3

4. review the details on the following page and click Remove

Add/remove named callers



2. on your dashboard, scroll down to the support subscription section and select support staff management

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3. This section will allow you to add/remove named callers from the support contract you are currently on (based on

account drop-down), and to review secondary access users.

server downloads



2. on your dashboard, scroll down to the servers section and select downloads to download good or BlackBerry software.

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2

For more information regarding BlackBerry products, services, and support, please visit

www.blackberry.com or speak with your BlackBerry account representative.

©2016 BlackBerry. All rights reserved. BlackBerry® and related trademarks, names and logos are the property of BlackBerry Limited and are registered and/or used in

the U.S. and countries around the world. All other trademarks are the property of their respective owners. This documentation is provided “as is” and without condition,

myaccount help document - technik.community · 4. while on the dashboard, under the account support...

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