service central – your gateway to support - hewlett packardh71069.€¦ · main capabilities that...

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Service Central – Your Gateway to SupportTraining Deck

March, 2015


Topics

• Why using Service Central?

• How to login to Service Central?

• How to raise 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


Why using Service Central?

Ability to log a web ticket and/or ability while browsing through thecatalog 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 notificationwill 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.), withouthaving to contact an agent.

Presenter

Presentation Notes

Main capabilities that Service Central is bringing are related to “ease of use”; it is an online portal which provides access to a catalog of services, self help functionality and various support channels; it gives you the possibility to log a web ticket or to discuss directly to an agent; at any time, you can search and review all tickets that you submitted through the portal; you receive system generated messages when your tickets are created, updated and closed; also, you will find here the answers to most common questions through “Self Help” functionality.

How to login to Service Central?


HP employees can login in two ways:1. Using their HP Email ID and NT Password2. Using a Digital Badge

Use the following link:http://gbshub.corp.hp.com/gbshub/default.aspx

External users can login using HP Passport. If not available already, click the Create an accountbutton in order to start the process of requesting one.

Use the following link:https://hphub.corp.hp.com/gbshub/default.aspx

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How to login to Service Central

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https://gbshub.corp.hp.com/gbshub/default.aspx

https://hphub.corp.hp.com/gbshub/default.aspx

https://hphub.corp.hp.com/gbshub/default.aspx

How to raise a ticket



Step 1: Select the Marketingtab on the top menu bar

Step 2: Select the application you need support for

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Step 3: On the application support page, select the Services option that best categorizes your support need

The third level of query options will show up.

Step 4: Select the option that best describes your issue.

The tool will then advance to the fourth level page.

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Step 5: On the new page, click on the Submit a Case button in the bottom of the page.

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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, E-Mail, Region, Country and Language fields are automatically populated depending on the catalog options chosen so far and on your profile.



Please DO NOT not respond to this message, it is a No-Reply email address.

If you have the need to modify the ticket, please open the ticket via the link on the notification.

Once the ticket has been submitted, you will receive an e-mail notification with a link to the ticket.


How to modifying a ticket/check ticket status

To modify a ticket or if you wish to check the status of a ticket, login to Service Central. Upon login, 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.


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

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Self-help knowledge baseHelp yourself - check out Service Central’s Knowledge Base

For 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?

Query options for the individual marketing applications


Asset Hub query optionsQuery options for Asset Hub – choose the one that best suits your needs

3nd level catalog 4rd level catalog

Access Access UpgradeLogin IssuePassword ErrorHP Passport Issue

Technical Issue Enhancement RequestFunction not WorkingSystem is downSystem is slowUpload or Download Issues

Content Management Publishing IssuesPublishing RequestsUpload or Download RequestsOther Content Requests

General Request Comms RequestFeedbackNon AH QueriesProfile Info RequestReport RequestRequest for InformationTraining RequestOther


Aprimo query optionsChoose the option that best suits your needs


Access Add or Modify AccessAccess or Permission Issue

Administration Support System Unavailable or Performance IssueEnhancement RequestError MessageNew or Update Business RuleMass Data LoadMissing DataNew or Update LOVNew or Modify Aprimo ReportOther


Co-Marketing Zone query optionsChoose the option that best suits your needs


Access Login IssueNew Access Request Partner Portal IssuePassword ErrorProfile Changes

Content Support Search IssueUpload RequestCategory Tree ChangesTemplate Related

General Request Communications RequestFeedbackNon CMZ QueriesProfile Info RequestReport RequestRequest for InformationTraining RequestOther

Technical Issue Enhancement RequestFunction Not WorkingSystem Is DownSystem Is SlowUpload or Download Issues


UCM Support query optionsChoose the option that best suits your needs


Create New CMGWorkflowGroupLibrarySub libraryReportOther

Modify Existing CMGWorkflowGroupLibrarySub libraryReportOther

Documents Archive DocumentUn-archive Document or Extend Expiry DatesMove DocumentOther ModificationConcentra IssueCDS+ IssuePublisher IssueOther Issue


UCM Support query optionsChoose the option that best suits your needs


Users Training CertificationAdd Role or Provide AccessRegistration Removal

Concentra Issues Login IssuesUpload or Download IssuesErrors in Concentra or other

Other request Other


QuickSpecs query optionsChoose the option that best suits your needs


QuickSpecs Online Functionality IssueSynchronization, Update or RefreshIssueSystem is SlowMissing ContentContent IssueSystem is DownQS Enhancement Request

Product Bulletin InstallationNew ReleaseFunctionality IssueMissing ContentContent IssueUpdate Price ListSynchronization, Update or Refresh IssuePB Enhancement Request

Other Request for InfoTraining requestOther


Product Syndication query optionsChoose the option that best suits your needs


Content Request Incorrect ContentBranding Issue

Technical Request System is SlowSystem is DownFunction not WorkingEnhancement Request

Registration Request New Registration RequestExisting Registration QueryNew CAP Subscription RequestExisting CAP Subscription Query

General Request Training RequestComms RequestReport RequestRequest for InformationOther

Technical issues & FAQs


Technical issues & FAQsBrowser: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 email 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.


Thank you