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.
This area provides links to the larger Hewlett Packard Enterprise divisional services and is consistent with other public website content.
Home : This menu option provides valuable configuration choices to personalize your Software Support Online (SSO) screens and service request submissions. This menu also offers, within the first two options (Welcome and My Support), to quickly access the pre-login (Welcome) page and post-login (My Support) page from anywhere. The Edit Profile option allows access to a personal information repository to always have information pre-populated on your service requests. The next option, My Entitlements, allows the user to register active contracts to govern permissions on the website for knowledge, service requests, and other areas. The Configuration Items option allows for registration of installed product environments for easy reference when performing service request submissions. The Email Notification option allows for personalized notification settings for Service Requests. The Survey Preferences feature allows for control of survey invitations on completion of Service Requests. The last option on the list allows the user to Sign Out.
Dashboards : This menu options provides access to personalized set of portlets for easy access to information specific to the product selected in My Products. The first option, Dashboards, gives access to a consolidated set of portlets. The Manuals option will automatically access document types of such type within the Faceted Search screen and pre-select the product will match selection on My Product with ability to alter filter options within the Faceted Search screen. Similar to the Manuals option, the Patches option performs the same action for the alternate document type. Use Search Knowledge anywhere to quickly access the Faceted Search screen. Similar to the Manuals option, the Change Requests option will access the Faceted Search screen and pre-select both Known Problems and Enhancement Requests for your product(s). The Service Requests option will access a screen with a full view of your submitted, open Service Requests. The Product News option will access news announcements regarding products. The Support News option will access news announcements regarding Software Support.
About Software : This menu option on provides links to information about specific topics such as the main Hewlett Packard Enterprise Software website (HP Enterprise Software), information about Big Data & Analytics, Software as a Service, Software Products, Partners, Support, Education, Developers, and consulting through Professional Services.
Product Information: This menu options provides access to Events, Demos, Trials, Contracts, Licensing, Downloads and other resources and portals.
Support Contact & Community : This menu option provides access to Software Support Offerings and Services in addition to ways to Contact Us.
Community : This menu options provides access to the HP Software Support Practitioners Forums, IT Experts, Enterprise Business, Protect724-ESP, Vivit, HP Live Network, and Web Events for access to Software community spaces regarding our products.
Website Assistance : This menu option on provides valuable information on how to use Software Support Online (SSO). 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). Find answers to Frequently asked questions (FAQ), a link to Guides to assist with questions about services and other areas surrounding your products, description of Access Levels on the website add more information for facilitate navigation, and provide Feedback. At Hewlett Packard Software Support we're always looking for ways to improve online experience when using our tools and working with our people. Please take time to do so even if to say 'thank you' or praise areas you like.
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.
My Support Page
The footer content consistently provides access to links to other important information regarding the larger Hewlett Packard Enterprise. On top of the area you may change the local language for display of the pages for the HPE 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 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.
5200-1716, february 11, 2019; replaces 5200-1702 (november 19, 2018)
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