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Service Central– Your Gateway to SupportTraining DeckJuly 2015 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Revision HistoryDateRevision No.EditorRevisions MadeMay 20151.0Claudia LueschDeep linksJuly 20152.0Claudia LueschUpdated (deep)links for HPI andHPE Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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 (userdashboard); add comments & update existing tickets, re-open‘closed’ tickets within 3 working days.Ticket status notification – Receive a system generated messagewhen 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 tocommon questions (policies, procedures, how to do’s etc.), withouthaving to contact an agent. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to loginto Service Central

How to login to Service Central – Option 1Service Central is your gateway to the core HP marketing applications and hasdifferent access links forHP employeesand externalusers(agencies andchannelpartners)Just select your respective link from the following list. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.The variousmarketingapplications

Login to Service Central for HPI – Option 1Service Central & Marketing application support access linksMarketing applicationHP employee accessHP agency and channel partneraccessService Central sset 1 50&l1Name Marketing&l2Name HP Asset Hub&l2 1 50&l1Name Marketing&l2Name HP Asset Hub&l2 138Co-Marketing l1 50&l1Name Marketing&l2Name Co-Marketing Zone&l2 1 50&l1Name Marketing&l2Name CoMarketing Zone&l2 aspx?l1 50&l1Name Marketing&l2Name Aprimo&l2 bshome.aspx?l1 50&l1Name Marketing&l2Name QuickSpecs&l2 1 50&l1Name Marketing&l2Name QuickSpecs&l2 154Product e.aspx?l1 50&l1Name Marketing&l2Name Product Syndication&l2 1 50&l1Name Marketing&l2Name Product Syndication&l2 1 50&l1Name Marketing&l2Na Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.me UCM Support&l2 1 50&l1Name Marketing&l2Name UCM Support&l2 153UCM Concentra

Login to Service Central for HPE – Option 1Service Central & Marketing application support access linksMarketingapplicationHP employee accessHP agency and channel partneraccessService Centralentry spx t x?l1 50&l1Name Marketing&l2Name HP Asset Hub&l2 1 50&l1Name Marketing&l2Name HP Asset Hub&l2 138Co-Marketing px?l1 50&l1Name Marketing&l2Name Co-Marketing Zone&l2 1 50&l1Name Marketing&l2Name Co-Marketing Zone&l2 me.aspx?l1 50&l1Name Marketing&l2Name Aprimo&l2 b/gbshome.aspx?l1 50&l1Name Marketing&l2Name QuickSpecs&l2 1 50&l1Name Marketing&l2Name QuickSpecs&l2 154Product home.aspx?l1 50&l1Name Marketing&l2Name Product Syndication&l2 1 50&l1Name Marketing&l2Name Product Syndication&l2 155UCM me.aspx?l1 50&l1Name Marketing&l2Name UCM Support&l2 x?l1 50&l1Name Marketing&l2Name EG AMS Telesales&l2 1 50&l1Name Marketing&l2Name UCM Support&l2 153EG AMS Telesales Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.n/a

Login to Service Central for HPI – Option 1Once you have selected the respective marketing application support URL, you will beasked to login as follows:HP employees have the choice to login in twoways:1. Using their HP Email ID and NT Password2. Using a Digital BadgeUse the following Agency and channel partner users login usingHP Passport. 1If you do not yet have an HP Passport account, clickthe Create an account 2 button to request one.12Use the following link:https://hphub.corp.hp.com/gbshub/default.aspx Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Login to Service Central for HPE – Option 1Once you have selected the respective marketing application support URL, you will beasked to login as follows:HP employees have the choice to login in two ways:1. Using their HP Email ID and NT Password2. Using a Digital BadgeUse the following aspx /Agency and channel partner users login using HPPassport.If you do not yet have an HP Passport account, click theCreate an account 1 button to request one. 21Use the following 2 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to login to Service Central – Option 2Step 1: Select the generic Service Central URLStep 2: Select the Marketing tab on the top menu barStep 3: Select the application you need support for12 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to submit a ticket

How to submit a ticketStep 1: Login to Service Central byselecting your respective marketingapplication support access link or thegeneric Service Central URL*)Step 2: On the application supportpage, select the Services option thatbest categorizes your support need.23Step 3: Select the option that bestdescribes your issue.The tool will then advance to the nextlevel page.*) When having selected the generic Service Central URL and logged in, please select the Marketing tabon the top menu bar and then the application you need support for. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to submit a ticket4Step 4: On the new page, click on the Submit a Case button on the bottomof the page. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to submit a ticketStep 6: Complete the form with all therequired information, then click theSubmit button. Your ticket will now beassigned to the support team.Notes:Triplet, E-Mail, Region, Country andLanguage fields are automaticallypopulated depending on the catalogoptions chosen so far and on yourprofile. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to submit a ticketOnce the ticket has beensubmitted, you willreceive an e-mailnotification with a link tothe ticket.Please DO NOT respond to thismessage, it is a No-Reply emailaddress.If you have the need to modify theticket, please open the ticket viathe request ID in the notification. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to modify a ticket/check the ticket statusTo 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 link1. Upon login through the generic Service Central link, all your tickets will be visible within theMy Requests section on the Service Central home page. Simply access the relevant case to seethe entire ticket history. If you wish update your ticket by adding information or comments, clickon the Edit button in the bottom of the page, insert your comments in the Addtl Information/Comments field and submit. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to modify a ticket/check the ticket status2. Upon login through your respective marketing application support access link, click on theService Central button on the top left hand side, and you will see all your tickets within the MyRequests section on the Service Central home page. Simply access the relevant case to see theentire ticket history. If you wish update your ticket by adding information or comments, click onthe Edit button in the bottom of the page, insert your comments in the Addtl Information/Comments field and submit. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

How to follow up/respond on helpdesk inquiriesrelated to a ticketWhen 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.21 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Self-help knowledge baseHelp 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 uponregistration? Will user access expire? Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Query options for the individualmarketing applications

Asset Hub query optionsSelect the support category that best describes your support needSupport categorySupport sub-categoriesAccessAccess UpgradeLogin 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 Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Aprimo query optionsChoose the option that best suits your needsSupport categorySupport sub-categoriesAprimo Support and EnhancementsAccess or Permission IssueEnhancement RequestError MessageMASS Data LoadMissing DataNew or Modify Aprimo ReportNew or Update Business RuleOtherSystem Unavailable or PerformanceIssueEMEA Business SupportHow to Questions Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Co-Marketing Zone query optionsChoose the option that best suits your needsSupport categorySupport sub-categoriesAccessLogin IssueNew Access RequestPartner Portal IssuePassword ErrorProfile ChangesContent SupportSearch IssueUpload RequestCategory Tree ChangesTemplate RelatedGeneral RequestCommunications RequestFeedbackNon CMZ QueriesProfile Info RequestReport RequestRequest for InformationTraining RequestOtherTechnical IssueEnhancement RequestFunction Not WorkingSystem Is DownSystem Is SlowUpload or Download Issues Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.