Welcome to HP Software Support! This redesigned website contains a number of great features specifically designed to adjust to your personalized needs. Please read through the option descriptions below and on the navigation menu to provide you with knowledge on use of the site to maximize your experience. For your reference, we breakdown the look of the page into three major parts: Header, Detail, and Footer.
Header : This area offers quick navigation options for areas of interest. They remain common to all users. - About , Communities , Products, Chat, and E-Mail make up the left part of the Header. The right part of the Header contains Register, Sign in and Help links.
Detail : This area offers personalized details based on user, or rather your, selections to display information that meets your criteria. This personalized content will appear based on your registered entitlements and after your registration or login.
Footer : This area offers links available to all users to navigate to other content in HP. At the top of the footer you will find the selection box for local language content views based on those languages offered for the website.
The Detail Content on the home page contains a Dashboard page. This page houses a number of "portlets". A portlet is an application plugin to interface software components. Examples of portlets provided on the HP Software Support website are My Products, Support News, Manual Library, Software Patch, Knowledge Library, Service Request Dashboard, Change Requests, and Submit a New Service Request. You can change the order of the portlets using standard drag-and-drop functionality. You can delete portlets by clicking on close button. Some portlets may not be removed. Each portlet contains the option to minimize, maximize, or close on the top-right of the portlet ().
The My Products portlet displays list of all the products the user's entitlements returned. Use this portlet to help filter and personalize other portlets like Manual Library, Knowledge Library, and Software Patch.
The Submit a New Service Request allows you to initiate a request for assistance or information from HP Software Support professionals. The completed submission will appear in the Service Request Dashboard.
The Search box on the header allows you to perform queries into the knowledgebase. You can further filter results using the Facet Search feature and leverage Saved Search criteria for easy current or future access to similar results.
You can edit your personal profile information. The more detailed the information, the faster response from HP Software Support professionals after a Service Request submission will be.
The Check Entitlements option provides direct access to entitlement registrations for personalizations of your Dashboards. It also helps with providing products that you may receive service on when submitting a new Service Request.
The Configuration Items option provides access to create, maintain, and remove your installed product configurations for reference during service request submissions.
About : This menu option on provides valuable information on how to use HP Software Support Online. Access to this page - the Getting Started page. Helpful tutorials (videos on the features of the tool) and references (the Customer Support getting started guide). You can find answers to your Frequently asked questions and give Feedback. At HP Software Support, we're always looking for ways to improve your experience when using our tools and working with our people.
Communities : This menu options provides access to the HP Software Support Practitioners Forums for access to HP Software community discussion topics regarding software products.
Products: This menu options provides access to My Software Updates, HP Software Portfolio, Contracts & Licensing. The first, My Software Updates, is your access to product, and software documentation downloads. Next, HP Software Portfolio, will take you to the complete list of HP Software products and view HP Enterprise Services – Professional Services, Support Services and Education Services portfolios and offerings. Finally, Contracts & Licensing, provides access to available and obtained licenses for new or repeated downloads and product activations.
Chat :This menu option allows you to engage a HP Software Support customer care representative who can assist you. Live Chat is available in 10 languages. The initial prompt screen will request information for identification purposes.
Email :You may send an e-mail when the questions require more time to complete. The initial prompt screen may request personal information for identification purposes.
Register : Use this option to create a new account on the HP Software Support website. The login credentials use the HP Passport feature commonly used by HP websites. If you have a pre-existing HP Passport account, please use the Sign in option (described below) to use your personal credentials to login to this website.
Sign in : Use this option when returning to the HP Software Support website.
Help Icon : Use this option for information about the website.
After login, the options under the icon will be Edit Profile, Check Entitlement, Investigate Contract, Configuration Items, Edit Dashboard, Email Notification, and Sign Out. Information about each of these can be found using the navigation on the left-hand side.
The detail content area will vary between the landing page (before login) and the home page (after login). On the landing page, the detail content offers information about HP Software and its products. On the home page the detail pane offers personalized information based on user preferences.
The footer content consistently provides access to links to other important information regarding HP Software. On top of the area you may change the local language for display of the pages for the HP Software Support website.
The Edit Dashboard feature allows you to add portlets not already displaying on your home page.
Select a Service Request Type: Choose an item from the drop down and select the button called Next (See note below).
Categorize Service Request: Select additional information to better identify the nature of your request and select the button called Next.
Description: Enter title and detailed description about the nature of the request, and select the impact and urgency followed by use of the button called Next.
Recommendations: Review similar solutions from the knowledgebase; select the button called Continue otherwise.
Summary: Verify the information provided for accuracy.
Submit: Use the button called Submit Service Request for complete the process.
Note: The screen prompts will vary based on the Request Type selection.
You can select any service request from the list of records on your active Service Request Dashboard portlet to view details, provide updates, or manage attachments.
The Advanced Service Request Search feature, available after maximizing the Service Request Dashboard, provides you with options to help filter results and locate records not displayed on the Service Request Dashboard.
You are able to filter the results by selecting the facets. Below are examples of facets available.
When you select any of the facet, the results adjust based on the facet selection. You can select one or more facets to narrow results displayed.
You can save your query and facet selections using the Save Search feature. Each saved search will add to the list of Saved Search Terms on the dropdown above the search results. To remove entries from the list, pre-select the saved search name and select the Delete Search button.
You can use the Create Configurations Items feature to add records for selection on your Service Request submissions expediting the process. These records provide details of your unique implementation of the HP products you own which will improve the speed-to-resolution process of any service request.
Use the Configuration Item Search provides the ability to locate records quickly using the search criteria you provide to facilitate the maintenance process of configuration items.