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MyHPSupport - Company User Guide

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Warranty

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The information contained herein is subject to change without notice.

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1. Register for a MyHPSupport company account

Request an email invitation to the new portal from your company administrator or go to the HP Customer Support site and register for a new MyHPSupport company account.

Go to HP Customer Support, and then click Business Support in the secondary navigation.
Select Register an account.
On the Registration page, select Business, and then fill in the required fields.
Click Register.

2. Redeem Portal invitation - HPID

Follow these steps in order to complete the registration process.

Check your email for the invitation email from hpno-reply@hp.com. If you have not received an email, first check your spam mailbox or contact your company administrator.
Click the Complete registration link in the email to open the web page with the invitation code.
First time users have to create an HPID account by clicking Don’t have an account? Sign up.
Complete the Create Account form, and then click Create Account.
Return to your email account to open the HP account confirmation email with your verification code.
Copy the verification code in the email message, paste the code into the Verify email address form, and then click Verify to go to the MyHPSupport Portal.
For future reference, bookmark mycrm.support.hp.com.

3. Case management profile settings

Click Profile and Settings or Edit Profile.
Fill out all the required fields in the My profile section.

nota:
This information is specifically for support case creation, and these fields are prefilled in the case create form. Information entered here does not apply to your HP sign-in account.
A Personal Identification Number (PIN) code might be assigned to select support contract customers to allow special processing of support cases. In the PIN field, click the drop-down menu to select your PIN code. If no PIN code is present in the drop-down menu and you believe this is an error, contact your HP account manager.

nota:
Make sure to select the correct PIN code for your case submissions. An incorrect PIN might delay your case from being delivered to the right support agent.
Fill out the address fields. If your business has more than one location, type the primary location.

nota:
The Opt in or Opt out option only applies to email notification updates. The default setting is Opt in. With Opt in selected, you receive email notifications on case creation and closures.
After you complete all required fields, click View profile to review the information.
After you confirm the information, click Save.

nota:
A grayed-out or inactive Save button indicates that not all required fields are complete.

To make edits to this information in the future, click Profile and Settings or Edit profile.

4. Saved contacts

The My saved contacts section allows you to create and save a unique list of contacts. You can also view all company contacts.

In the Company contacts field, click on a name you want to add to My saved contacts, and then click Add to list.
To edit or remove a saved contact, highlight the name, and then click Edit contact or Remove saved contact.
To add a new contact, fill out all Add a new contact fields, and then click Add contact.

New contacts can also be added from the case create form.

5. Create a new case

Click My Business Support, select Create a new case from the drop-down menu, and then sign in to your account.

If you are already signed in to your account, you can click Create a new case on the home page.
Create a new case by one of the following methods:
- Type a product serial number.
- Type a Support Agreement ID (SAID).
- Search by product name (this field is for products that do not have serial numbers, such as Remote Graphics Software and HP Instant Ink).
Click Create case.
Fill out all Case creation fields.

nota:
If you have questions about a field, click the blue circle with a white question mark.
To better assist the agent assigned to your case, provide a detailed summary of the issue and troubleshooting steps you have already taken, and upload any supporting files.

nota:
You can upload up to three files with a maximum of 2 MB per file for a total of 6 MB. Acceptable file formats include jpg, png, doc, docx, pdf, zip, gif, bmp, txt (log files), and xml.
The contact information fields are prefilled with the data from your Profile page. To change the contact information, select Create a new contact in the drop-down menu and fill in the correct contact details. Information about the submitter is also preserved in the case.
To add secondary contact information, click the Alternate contact information tab.
Make sure the contact information is correct. To change the prefilled Equipment physical address information, select the appropriate site from the drop-down menu or overwrite the address fields with the correct address and Company name.
A Personal Identification Number (PIN) code might be assigned to select support contract customers to allow special processing of support cases. In the PIN field, click the drop-down menu to select your PIN code.
Confirm the Parts Shipping address, and then submit the case.
- If Parts shipping address is the same as the Equipment physical address, click Submit case.
- If parts are to be shipped to a different address, click Enter a new address for shipping parts, fill out the new address, and then click Submit case.
A confirmation page displays that lists the case ID and other case details.

6. Find an existing case and view details

Click My Business Support, select Find an existing case, and then sign in to your account.

If you are already signed in to your account, you can click Find an existing case on the home page.
Type the case ID, and then click Go, or click the By Site/Product tab, type the product serial number, and then click Search cases.

Only cases submitted by the account owner display.

nota:
If you search by the product serial number, all cases for that product display in the search results.

You can also click the By Site/Product tab, type the product serial number, the case ID, or view all cases for the selected Site.
To view the case details, click the case ID.

The case details display.
For more case details, click Expand all, and then click Case History, Parts and service, Case details, or Contact & equipment location information.

7. Actions on a case

To take an action on a case, click the Update this case drop-down menu, select an action, and then click Go.

Update this case

Type additional comments, or attach more files, and then click Update case.

The updates display in the Case History section.

Request to close this case

Select the reason you want to close the case, and then click Submit.

A confirmation screen displays.

Start chat for this case

Depending on your product, country in your Profile page, and current time, the Initiate chat support window displays at the bottom of the screen. Type a description of the problem, and then click Start chat.

A chat window opens and connects you to the next available agent.
Depending on the problem, the agent might ask to take control of your computer. If you accept, the agent sends a secure link for you to download an applet (small program) needed to take partial control of your computer.
Once you download and install the applet, a window displays that lists the most frequent actions the support agent might perform on your computer. Click OK.

When the agent gains control of your computer, you can see the actions the agent performs.

To revoke the agent's remote access, click the red circle icon or close the chat window.
While chatting with the agent, use the icons in the chat window to email the chat transcript to a valid address, revoke remote control permissions, save the chat transcript, or print the chat transcript.
At the end of the conversation, close the chat window to terminate the session.

Create a new case

The Create a new case selection takes you to the Create a new case page.

View other cases for this product

The View other cases for this product selection takes you to the By Site/Product tab.

8. View, sort, and report case lists

The following case information is readily available to you as soon as you sign in to your account:

Recent cases: view of all cases created for this account
Recent chats: view of all chats created for this account
By company: view of all cases created for all sites associated with the company
Cases by Site/product: view and search cases by product serial number
Recent service orders: view of all service orders created for this account
Recent part orders: view of all part orders created for this account
Submitted by me: view of all cases submitted by the current user
My favorite cases: view of all cases marked as favorites by the current user

nota:
The checkbox Show cases created by me only can be used for each of the views and will limit the display to the cases created by the current user.

To sort (ascending or descending) cases, click the text header for each column.
To create a report from My Views, click Export to Excel.

The report downloads, and the file displays at the bottom of the Internet browser.
Click the file to open the spreadsheet, and then save the file to the desired location.

9. Contracts and Warranties

Click Contracts and warranties.

The My contracts and warranties screen displays.

On the My contracts and warranties screen, you can view Service agreements (Contracts), Extended warranty (CarePacks), and Manufacturer warranty (Base warranties).

To remove a warranty, right-click in the corresponding row and then select Delete in the drop-down menu.

nota:
Do not delete company contracts and warranties unless directed by the appropriate person in your company. Deleting company contracts and warranties deletes them for the entire company.

Add new contracts and warranties

Contract
1. Click the Support agreements (Contracts) tab, and then click Add new contract.
  
  Adding entitlements to your profile is not required for case submission. It is an option to help you view your HP entitlements in one location.
  
  nota:
  Bulk upload of contracts and warranties is only an option for company admins. See the Company admin capabilities section for details.
2. Type the Contract ID (SAID) and Support Account Reference (SAR), and then click Search contract.
  
  The contract displays in the Support agreements (contracts) tab.
Warranty
1. Click the Extended warranty or Manufacturer warranty tab, and then click Add new extended warranty / Add new product warranty.
2. Type the serial number and product number, and then click Search product.
3. Select the Site Account to associate the warranty, and then click Add product.
  
  The warranty is added and displays in the table in the Extended warranty or Manufacturer warranty tab.
  
  nota:
  If a product has both a base warranty and extended warranty, you only need to add it in one location. It automatically populates in both tabs.

Entitlements can only be associated with one account. If the entitlement has already been added to another account, an 'All entitlement(s) against given serial number are already added' error message displays.

nota:
If the person who linked the entitlement deletes it from the original account, you can link it to your account. If you need help to resolve issues with entitlements, refer to MyHPSupport Help.

Filter, search, and view details of contracts and warranties

Select a filter status, select a site account, type the service agreement ID, SAR, serial number, or nickname, and then click Search.
To view the entitlement details of a support agreement, click the Support agreement ID.
To view the list of products associated with the support agreement, click the Products tab.
For reporting, click Export to Excel.
To view product or extended warranty details, click a product serial number.

The Details tab opens.
For more information, click Contract details, Warranty details, or Extended warranty details.
Click the star in the last column to designate a warranty as a Favorite. Check Show favorites only to view all warranties marked as favorites.

Support options from contracts and warranties

From the Details tab, click the Support options tab.
Select the product country/region and support language, and then click Support options.

10. Company administrator capabilities

Click Profile and Settings.

Company accounts are initially set up by HP Inc. To request Administrator role, contact HP – refer to the Help page to find out how.

Each company account must have at least one company administrator with the following capabilities:

View and change site addresses
Add new users
Give new or existing users admin capabilities
Activate or deactivate users
Bulk upload web support cases, contracts, and warranties

Site addresses

The Site addresses section allows you to search and update your existing site location addresses. The Site address is prefilled in the case creation form when you initiate a new support case (though you may overwrite it with another address as needed for the case). If you require the creation of additional site accounts, please contact HP – refer to the Help page to find out how.

nota:
Make sure to select the correct site name and update the address accordingly.

Add new user

Click the Administration tab.
Select the user's account (site name).
Fill out all the required contact information for the new user in the appropriate fields, and then click Add user. If you want to make the new user an admin, check Create user as admin role.

The new user receives an email and the new user displays in the user grid.
In the User Grid, you can view all company users and contacts, or activate and deactivate users.
Use one of the following methods to activate or deactivate users:
- Click the checkbox to select the user, and then click Deactivate user.
- Right-click on the user name, and then select the option from the drop-down menu.
To grant or remove admin access, select or unselect the box in the Administrator column.
Click Export to excel to create an Excel spreadsheet of the data for analysis and reporting purposes.

Bulk upload

Admins can upload up to 250 cases or entitlements or create contacts and site accounts through bulk upload.

Bulk case or entitlement upload

Make sure each line item uploaded successfully. Results might not be in the same order as your spreadsheet.

Admins can create contacts and site accounts through bulk upload.

Click the Bulk upload tab, and then select a case or entitlement template to download.
After the download completes, open the template, fill in the data in the appropriate fields, and then save the template. Go to the Instructions tab in the Excel template file for details.
After you save the template, click Choose File.
Select your file, and then click Open.

The selected file displays under Choose File. To remove the file, click the icon.
Click Process, and then wait for the files to process.

When the file processing completes, the results display.
To make sure each line item uploaded successfully, click the Case or Entitlement tab.

A list of uploaded files displays.
Select your file from the list, and then click Download.
Open the file to see the results of the processed template data.
For best case template bulk upload results, use an identifier in the Internal Customer Number column even if you do not use an internal tracking system. Identifiers help you to quickly identify any errors with the upload.
- Contact upload template: Use when multiple technicians need access to the tool for that organization. Once the template uploads successfully, each user receives the portal invitation to register in the tool. This works in the same way adding a user through Admin tab.
- Site account upload: Use when the same organization has multiple site accounts or names that need to be setup in the portal. An admin can fill the template and upload it in the system. This is not an automated process. The HP tool administrator selects the request and creates the site accounts in the system.