Welcome to HPE Software Support! This website contains a number of great features specifically designed to adjust to your personalized needs. We focused on improved performance, navigation, ease of use, and consolidation of features. 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 four major parts: Header, Menu, Detail, and Footer.
Header : This area offers quick navigation options for areas of interest for the larger Hewlett Packard Enterprise. They remain common to all users and available in all screens.
Menu : This area offers quick navigation options for areas of interest local to this website. They remain common to all users and available in all screens. - Home, Dashboards, About Software, Product Information, Support Contact & Community, and Website Assistance.
Detail : This area offers variable content based on menu selection. Such content will help the website visitor obtain requested information in a quick, clear, and concise format.
Footer : This area offers links available to all users to navigate to other content in Hewlett Packard Enterprise. This content is also related to the larger Hewlett Packard Enterprise and not local to the website.
A new page called My Support is your initial interface to help quickly access areas of common interest. There are eight options available for selection:
- Search - direct access to Faceted Search
- Chat - direct access to Chat with a service representative
- Forums - direct access to the product Community area
- Service Requests - direct access to view your list of active Service Requests
- Patches - direct access to Faceted Search with preselected Patches document type and product defaults from My Products
- Manuals - direct access to Faceted Search with preselected Manuals document type and product defaults from My Products
- Dashboards - direct access to the portlet Dashboards screen
- Submit Requests - direct access to create a new service request
This page houses a number of "portlets". A portlet is an application plugin to interface software components. Examples of portlets provided on the HPE 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 HPE 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 Software Support professionals after a Service Request submission will be.
The My Entitlements option provides direct access to entitlement registrations for personalizations of your Dashboards. It also helps with providing products that you may receive service 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.
Detail Content
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 HPE Software and its products. On the home page the detail pane offers personalized information based on user preferences.
Welcome Page
My Support Page
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.
- Document Type
- Products
- Version
- Workflow Status
- Security Level
- Operating Systems
- Language
- Date Range
When you select any of the facets, the search results adjust based on the facet selection. You can select one or more facets to fine tune results displayed.
You can save your query and facet selections using the Save Search feature. Each saved search will add ot 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 Hewlett Packard 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 configruation items.
