How to Use MySupport in Customer Center

How to Use MySupport in Customer Center

To learn more about accessing support and using the new electronic service request (SR) system through Customer Center, please review the sections below.

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Create or Manage My Login

In order to access the electronic service request system, you will be prompted to login through Login. You may already have a Login account if you have registered a product or created a service request online in the past. The following links will help you locate an existing Account or create a new one:

Accessing and Navigating Service Requests

The URL for the self service site is: http://www.novell.com/center/eservice/.

The fist time you log in to the self service site, you may be asked to enter your last name and contact ID (CID). Once this information has been entered, it will be stored under your Login profile for future logins.

Screen shot of the Account Synchronization page

If you do not know your CID, please contact your local Support Center at 1-800-858-4000 (toll free USA), +420-28-408-4051 (EMEA), or 1-801-861-4000 (worldwide). Note: As a Premium 3000 - Premium 5000 customer you are entitled to contact your assigned Service Account Manager or your Primary/Designated Support Engineer.

After logging into the self service site, you will be presented with a list of your service requests. You may view the service requests for all of your accounts by clicking the All SRs tab.

Screen shot of the My SRs list

Submit a Service Request

To submit a service request (SR), click on the add icon at the bottom of the SR list.

Screen shot of add button

The Submit New Service Request page will appear. Your contact information will be automatically populated from your Login account. You may enter an alternate phone number for this specific service request. You will need to complete all of the fields under the Required Request Information section. Once all of the required information is entered, the Submit button will appear.

Screen shot of the Submit New Service Request page

Field Definitions

(in order of appearance)

On-site Phone: You may enter an alternate phone number here. This field is not required.

Respond Via: The response method varies according to your support program with us. Most programs include both phone and email support, however, if your program is limited to only email the technician will respond accordingly.

Account: Select the account that you would like to associate with your new service request. (Click the address line.) In most cases the account is your company name. If you did not specify an account on your profile, your account name may show as "INDIVIDUAL". For Beta customers, the account is the name of the Beta you are participating in.

Entitlement: Depending on the account which you selected in the account field, the corresponding entitlements are displayed. The entitlement you select affects the assignment of the service request and controls the response time. In addition, once an SR is applied to an entitlement, the number of SRs remaining is reduced accordingly. Therefore, if you have more than one Entitlement available to you, please ensure the correct entitlement is selected for each SR you open.

Product: Depending on the entitlement that was selected, a list of corresponding products will be displayed.

Platform Select what platform you are using.

Severity: The default severity level is medium. If you feel the situation is a high severity, we recommend calling your local support center for the fastest response time. Support center phone numbers can be found here.

Brief Description: This is where you will provide a brief description of the issue. This field has a 100 character limit, so it should be kept brief but specific enough to differentiate from other SRs.

Detailed Description: This is where you can enter more detail about your issue. You can include information such as: configuration information, patches applied, steps to duplicate the problem, error messages, etc. Provide as much detail as possible as this will help us resolve your issue as quickly as possible. If the details exceed 2000 characters, the entire description will be appended as an attachment to the SR.

Once you have submitted your service request, you are presented with a list of your SRs with the most current listed first.

Screen shot of successful SR submission

Add an Update

When you need to ad an update to your service request, double click the SR line to open the details of the SR.

Screen shot of SR detail screen

Go to the Update Log tab and then click the add button add.

Screen shot of Add Update button

A pop-up window will display where you can enter your update. This field is limited to 1500 characters. If additional space is required, you may add the information in an attachment. After you have entered your comments and clicked Add, your update will be displayed at the top of the list and your technician will be notified of the update. Additional updates may be added using the same process.

Screen shot of Add Update comments box

Add an Attachment

If you need to add an attachment (i.e. screen shots, log files, etc.), double click the SR line to open the details of the SR.

Go to the Attachments tab and then click the add button add.

Screen shot of attachment add button

A pop-up window will display where you can add comments regarding the attachment. Click the Attachments tab to browse for your file. Once you have found your file and entered the appropriate comments, click Add. The attachment will be displayed at the top of the list. Additional attachments may be added using the same process.

Screen shot of Add Attachment box

Please note: If your file is larger than 15MB, we recommend that it be submitted via the FTP site. Please review the FTP Process for more information.

Click the Service Requests link in the left navigation menu to return to the main list of SRs.

My SRs

This section is where you can view all of the service requests (SRs) which you have created. If you are a contact with more than one company, all SRs you have created under your companies will display here. By default, the SRs are listed ten at a time, sorted by date created, with the most recent being first. To page through your SRs, you can use the page drop down list in the lower right corner of the screen or you can click the arrow. You can also click the Show All button to display all of your SRs on the same page.

Screen shot of My SRs list

There are several filtering options available. All columns can be sorted in ascending/descending order by clicking the column name. Additionally, you may use the filter that is above the SR list.

Double clicking an SR will take you to the SR Detail View where you can view updates from the engineer assigned to your SR, add your own updates and attachments. It is recommended that you submit any config.txt or log files after creating a Service Request to help speed up the resolution process. If your file is larger than 15MB, we recommend that it be submitted via the FTP site. Please review the FTP Process for more information.

You may also follow up on an existing service request by calling Technical Support at 1-800-858-4000 (toll free USA), +420-28-408-4051 (EMEA), or 1-801-861-4000 (worldwide). Select option 1 and then enter the service request number. You will then be routed directly to the engineer that is assigned to your service request.

Here are the descriptions for the various fields and buttons found in the My SRs list and the SR Detail page:

Status: The status of the SR can be either Opened or Closed. Once an SR is closed, updates cannot be made to it via the website. If you need to reopen the call, you will need to call your local support center. Support center phone numbers can be found here.

Sub Status: This field is visible when you are viewing the details of an individual SR. The Sub Status provides a quick look at the progress of your SR. This field gets updated when the engineer or customer updates the SR. If the sub status is listed as 'Awaiting Customer', for example, this tells you that the engineer has provided an update and is now waiting for a response from you.

Last Updated This is the date of the last update made to your SR.

All SRs

This section is where you can view all SRs created by all contacts on your accounts. If you are associated with more than one account, all SRs created under those accounts will be displayed here.

The same filtering capabilities as noted in the My SRs section are available here.

Questions?

If you need further assistance with accessing or using the self service site, please send an email to webmaster_support@novell.com.