Electronic Service Request
Frequently Asked Questions
New Electronic Service Request System
Service Request Handling
New Electronic Service Request System
What are the benefits of the new system?
Some of the key benefits of the new electronic service request system include:
- Consistent experience and functionality through the integration with Novell Customer Center
- Ability to export lists of service requests and SR update logs
- More filtering options for finding SRs
- All service request for all of your companies are easily accessible
- Improved interface:
|Legacy system||New system|
Is the old system still available?
Yes. The legacy system will still be available for a limited time at http://support.novell.com/eservice/.
Service Request Handling
Where do I find my Service Requests?
Legacy system: All of the service requests which you create can be viewed by selecting the Check My Service Requests icon. To see all service requests created by all contacts at your company, select the Check My Company's Service Requests. This will display all service requests for your current company. To learn how to change your current company, read the FAQ titled: "How do I view Service Requests for the company that is NOT my current company?" Service requests are listed 10 at a time, defaulting to the most recently created first. To view more, select the scroll arrow button in the upper right hand corner of the list. The service requests can be sorted by clicking the ascending/descending arrows on each of the columns.
New system: All of your service requests are visible as soon as you log in to the new self service site. The My SRs tab is selected by default which displays all of the service requests which you have created, regardless of the account they are associated with. The All SRs tab displays all of the service requests for all of the companies you are associated with. If you wish to see only SRs that are associated with a certain company, you can use the filter options above the list, or sort the Account column by clicking the column heading. SRs are listed 10 at a time, defaulting to the latest updated first. To view more service requests, you can scroll through the pages by clicking the arrow in the bottom right section of the list, or click the link to show all items.
Where can I check how many Service Requests I have left?
Legacy system: On the Self Service home page, click Check My Accounts, then click the account name, then click the agreement number. Here you will see a list of entitlements associated to your agreement. The SRs Remaining column shows the number of service requests you have left for that entitlement. This information is updated nightly.
New system: When you are in the process of creating a new service request, the entitlement pick-list will show a summary of the type of entitlement (phone or web), the number of remaining service requests, and the access hours for that entitlement (12x5 or 24x7). The number of remaining service requests is updated nightly.
Can I attach a file to my Service Request?
Yes, after creating the service request, you have the ability to add a file attachment. It is recommended that you submit any config.txt or log files after creating a service request to help speed up the resolution process. Please note there is a file size limit of 15MB. Anything larger than that will need to be uploaded to the FTP site. For more information, visit the FTP Process page.
Can I see/update Service Requests created by someone else at my work?
Yes. You can view and update all service requests created by other contacts at your company.
Legacy system: Click the Check My Company's Service Requests button to view the list of SRs for your current company. Click the SR# hyperlink to open up the details of the SR and add an update.
New system: Click the All SRs tab to view the list of SRs for all of your companies. Double click the SR to open up the details of the SR and add an update under the Update Log tab.
How do I change the ownership of one of my Service Requests to a colleague?
The process to change ownership of a service request must be handled by a Novell engineer or CSR. You or the new owner may submit a web update to the service request asking for the contact to be changed. Once the engineer or CSR has changed the ownership, the new owner will be able to view the service request under their Check My Service Requests or My SRs screen. (Note: All contacts of a company have read and update rights to all SRs for that company.)
How do I send an email regarding my Service Request to my Engineer?
The preferred method is to create a web update to your service request and your engineer will be alerted of your update. However, if you wish to send an email to the engineer instead, you need to address the email to email@example.com or firstname.lastname@example.org (EMEA only). The subject line should read: Service Request # [insert number here]. The email will be added to the service request as an update.
How do I reply to an automated e-mail regarding my service request?
The options for replying to an automated e-mail and information regarding the terms and conditions can be found here.
How do I get an invoice for my Service Request? (CNE only)
Invoices are stored as attachments to the service request.
Legacy system: Click the Check My Service Requests button. Click the SR# hyperlink and locate the invoice.pdf file in the Attachments section of the Service Request Detail screen. Click the Attachment Name hyperlink. The invoice will open in the Adobe Viewer application and can then be printed. You will also receive your invoice via email.
New system: Click the My SRs tab. Double click the line for your service request and then click on the Attachments tab. Click the Attachment Name hyperlink. The invoice will open in the Adobe Viewer application and can then be printed. You will also receive your invoice via email.
What if I have multiple Accounts?
On the service request creation screen, the entitlement field is populated based on what account is selected in the field above. If you have multiple account associations (i.e., Beta customers, CNEs, etc.), please verify the correct account is selected in the account field. Selecting the correct field values will ensure that the correct entitlement is decremented for your service request and that your service request gets routed properly.
How do I view Service Requests for the company that is NOT my current company?
Legacy system: To change your current company, go to the My Accounts page and select the Edit icon next to the account you wish to designate as your current account. Check the Current box and click Save. You will need to log out of the system and log back in for the changes to take effect. Now, when clicking the Check My Company's Service Requests, you will see the service requests for the account you just designated as your current account.
New system: The new self service site does not limit the service request view by company. All SRs for all companies that you are associated with will be displayed under the All SRs tab.
Where can I view the Contacts associated to my Account?
Currently, the contacts on an agreement can only be viewed through the legacy interface. Click the Check My Accounts hyperlink located on the self service home page. Click the Account Name hyperlink, then click the Agreement # hyperlink. Select the Entitlement you wish to view and the Contacts will show below in the Contacts section of the screen.
How do I run reports?
Legacy system: Queries can be ran from either the Check My Service Requests or Check My Company's Service Requests views by clicking the Query button on the SR list. The fields that can be queried against are SR#, Product, Last Name, First Name, Account, Entitlement, Status, Sub-status, Brief Description and Detailed Description.
New system: All of the lists can be exported to a CSV file by clicking the Export CSV link below the list. You may export a filtered list if you would rather not export the entire list.
How do I find my old incidents?
To receive a report of the incidents that were closed prior to March 15, 2004, please contact your Service Account Manager or Sales Representative.
New system: Other helpful information for the new system can be found here.
What if I have other questions?
Additional FAQs regarding support may have the answer you are looking for. If your question is not answered here, you may use the Feedback link at the bottom of this page. If you need immediate assistance, please call Novell Technical Services; worldwide phone numbers are listed here.