Filing case through SSO

1.

Filing cases through
the SSO portal
CI&B Support
IUM – CentralView DRAGON
© 2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice

2.

First steps
Register
your HP Passport
Associate your support contract(s) with your
passport
2
1/28/15

3.

http://support.openview.hp.com
First time, click “Register”
3
1/28/15

4.

Fill-in the form
After registration, the
HP Passport is
created, and you
return to the home
page of SSO
4
1/28/15

5.

Edit your profile to
associate support
contracts with your
account
5
1/28/15

6.

Associate support
contracts to your HP
Passport through SAID
6
1/28/15

7.

Add an SAID to your
profile
7
1/28/15

8.

8
1/28/15

9.

Filing support cases
9
1/28/15

10.

Submit your support case
10
1/28/15

11.

Product is automatically
made available, based on
your support contract
Don’t forget to enter
severity, email address
(poupulated from profile)
and phone number
11
1/28/15

12.

12
1/28/15

13.

Review case then submit
13
1/28/15

14.

Case summary. It has
been submitted.
You will receive shortly
an email with the case
number
Click on “case manager”
to see the list of all your
cases
14
1/28/15

15.

Tracking existing cases
15
1/28/15

16.

16
1/28/15

17.

After clicking on the case
number, you can consult
the case status
Scroll down to see the
area that allows to
interact with the support
organization
17
1/28/15

18.

You can add comments
and materials to the case
if necessary
18
1/28/15

19.

You can request a
“Callback” by clicking the
appropriate checkbox
19
1/28/15

20.

Your comments are
reflected in the case
content and are visible to
the support engineer
20
1/28/15

21.

What to do if you do not have an SAID ?
SLA is
no longer applicable as a missing SAID is
delaying the routing of the case
A valid SAID is the guarantee that you are
properly entitled to receiving support
21
1/28/15

22.

Submit your support
case, as normal
22
1/28/15

23.

Case manager
unavailable if no SAID
attached to passport.
Gives the ability to log
“trusted case”
23
1/28/15

24.

24
1/28/15

25.

You cannot set the
case severity
After the case has been
filed, it is no longer
available for you to
check.
You will receive an
email with the case
identifier. This is your
only way of tracking
the case with the
support engineers.
25
1/28/15