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

Service Central – Your Gateway to SupportTraining Deck

April, 2015

© 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 (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.

How to login to Service Central

© 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 1

Service Central is your gateway to the core HP marketing applications and has different access links for

Just select your respective link from the following list.

HP employees and external users (agencies and channel partners)

The various marketing applications

© 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 1 Service Central & Marketing application support access links

Marketing application HP employee access HP agency and channel partneraccess

Service Central entrysite

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

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

Asset Hub http://gbshub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=HP+Asset+Hub&l2=138

https://hphub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=HP+Asset+Hub&l2=138

Co-Marketing Zone http://gbshub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=Co-Marketing+Zone&l2=142

https://hphub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=Co-Marketing+Zone&l2=142

Aprimo http://gbshub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=Aprimo&l2=137

n/a

QuickSpecs http://gbshub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=QuickSpecs&l2=154

https://hphub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=QuickSpecs&l2=154

Product Syndication http://gbshub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=Product+Syndication&l2=155

https://hphub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=Product+Syndication&l2=155

UCM Concentra http://gbshub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=UCM+Support&l2=153

https://hphub.corp.hp.com/gbshub/gbshome.aspx?l1=50&l1Name=Marketing&l2Name=UCM+Support&l2=153

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

HP employees have the choice to 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

Agency and channel partner users login using HP Passport. If you do not yet have an HP Passport account, click the Create an account button to request one.

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

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How to login to Service Central – Option 1

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Once you have selected the respective marketing application support URL, you will be asked to login as follows:

© 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 2

Step 1: Select the generic Service Central URL

Step 2: Select the Marketing tab on the top menu bar

Step 3: Select the application you need support for

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How to submit a ticket

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

How to submit a ticket

Step 1: Login to Service Central by selecting your respective marketing application support access link or the generic Service Central URL*)

Step 2: On the application support page, select the Services option that best categorizes your support need.

Step 3: Select the option that best describes your issue.

The tool will then advance to the next level page.

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*) 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 ticket

Step 4: On the new page, click on the Submit a Case button on the bottom of the page.

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

How to submit a ticket

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.

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

How to submit a ticket

Please DO 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 request ID in the notification.

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

© 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 status

To 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 link

1. Upon login through the generic Service Central link, 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.

© 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 status

2. Upon login through your respective marketing application support access link, click on the Service Central button on the top left hand side, and you will see all your tickets 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.

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

Self-help knowledge base

Help 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

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

Asset Hub query optionsSelect the support category that best describes your support need

Support category Support sub-categories

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

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

Aprimo query options

Choose the option that best suits your needs

Support category Support sub-categories

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

© 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 needs

Support category Support sub-categories

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

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

UCM Concentra Support query options (1/2)Choose the option that best suits your needs

Support category Support sub-categories

Create New CMGWorkflowGroupLibrarySub libraryReportOther

Modify Existing CMGWorkflowGroupLibrarySub libraryReportOther

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

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

UCM Support Concentra query options (2/2)

Choose the option that best suits your needs

Support category Support sub-categories

Users Training CertificationAdd Role or Provide AccessRegistration Removal

Concentra Issues Login IssuesUpload or Download IssuesErrors in Concentra or other

Other request Other

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

QuickSpecs query optionsChoose the option that best suits your needs

Support category Support sub-categories

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

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

Product Syndication query optionsChoose the option that best suits your needs

Support category Support sub-categories

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

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

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 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.

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

Thank you