This document is under revision.
Summary
Frequently Asked Questions related to the MySupport website
Reference
Frequently Asked Questions
Website Usage Questions
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Why are some menu items not visible to me and/or displayed with a lock icon?
Certain menu options and their associated functions require elevated permissions. Permissions are based on your single sign on account and its associated subscription names (SAID / contracts) and other credentials.
You will need to sign in and may need to associate subscription names with greater priveleges in order to see and use some menu functions.
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Why are the More menu items beneath the Settings menu (gear menu) not visible?
We are aware of menus overflowing beyond the right margin of browser windows which are smaller than full-screen on typically sized monitors. We are investigating changes to force these menus to open toward the center of the screen. Until this is implemented, please maximize your browser window, which should provide sufficient space to view all the menu options
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Why do the submenus sometimes disappear before I can make my selection?
The menus in the black banner employ a hover rather than a click usage model. We are aware this is different from how the menus work above the black banner. We are investigating ways to unify this behavior. Until this is changed, the menus in the black banner require you to hover over a menu name to open the submenu, and then move your mouse to your submenu selection, without moving your mouse outside of the submenu area. Moving the mouse outside of the submenu area will close the submenu.
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Why am I now asked to first select a product when looking for documentation (manuals)?
We introduced the product drop down selector to aid in directing customers to new documentation websites for some recent product releases. These websites provide documentation in a different manner which is not yet included in the knowledge base. You can till use the former manuals search paradigm by proceding to the Resources / Knowledge Base / Search menu, and specifying the Manuals document type.
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What can I do if I cannot find my product in the drop down list when looking for product Documentation or using the Resources / Browse By Product feature?
You may use the Resource / Knowledge Base / Search menu, or the Knowledge Base icon from the main page. From here, you may select the Manuals document type or any document type you seek.Then you may sort the product list alphabetically to locate your product. The drop down list omits lower volume and older products to keep the selection options manageable.
General questions
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What resources and services are available on MySupport (formerly known as Software Support Online / SSO)?
MySupport is an efficient way to access interactive technical support tools and account information for your solutions. With MySupport, you have online access to the information and tools used by support experts, such as the knowledge base for troubleshooting and product information. You can submit and manage your service requests, download patches, access documentation and more. You can also access licenses, passwords and updates.
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Why should I use MySupport ?
MySupport is available anytime, from anywhere. MySupport provides you a quick, direct link to all types of technical and non-technical information about your solutions. In addition, Service Requests submitted via MySupport receive efficient handling and can be quickly routed to an expert who can address your specific issue.
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Why are there still some references to previous companies (such as HP and HPE) on MySupport?
Certain versions of software and/or documents (“Material”) accessible on MySupport may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company (HPE). As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.
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What is Security Access Manager (SAM)?
Security Access Manager is a feature on MySupport that allows management of your Customer Subscription Names or Entitlement IDs (formerly SAIDs). That is, once enabled, an administrator of the Entitlement IDs can determine who is authorized to use based on the approval process. For more information, see the Security Access Manager Guide
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Who can use MySupport ?
All customers have access to MySupport. Simply register on MySupport using Single Sign On via the Sign In menu on MySupport.
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What is a Single Sign On?
Single sign on is a service that enables you to use a single user identifier and password of your choice to register with many different web sites. It is a web-based application that will allow you to create web profiles that simplify navigation through our web by utilizing a single user name and password (of your choice) to store personal information that is required in certain portions of our web providing access to a vast array of electronic support services (e.g. knowledge base, proactive notification via e-mail subscriptions, online support) Any information collected in prior registrations will be remembered, eliminating the need to reenter the same information
Managing Support Requests
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How can I submit a support Service Request (case or incident) online?
Logging a Service Request (case, incident) online is the most efficient and effective way of detailing your problem and enables faster resolution. The Service Request feature is prominent in the MySupport menus as well as the body of the MySupport homepage.
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How can I track a support Service Requests (case, incident) online?
You can track Service Requests that you submitted online, through phone or Live chat. In addition, via the MySupport Service Request menu, you may post comments to your open Service Requests, view Technical Consultant replies, and monitor call status and history.
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I cannot view my open and closed Service Requests (incidents, cases) on MySupport
The following criteria for your support Service Requests to be viewable on MySupport:
- Customer Subscription Name (formerly SAID) must be in your Single Sign On profile
- Customer Subscription Name must be active
- Your open and closed Service Requests (cases, incidents) must be submitted against your Customer Subscription Name
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I have a new Customer Subscription Name (formerly SAID) and I cannot see my open and closed Service Requests (cases, incidents) on MySupport - what do I do?
- The new Customer Subscription Name must be in your Single Sign On profile
- The new Customer Subscription Name must be active
- Your open and closed Service Requests (cases, incidents) must have been submitted against the Customer Subscription Name or administratively migrated to the new Customer Subscription Name
We strive to automatically map your open and closed Service Requests (cases, incidents) from your SAID to your new Customer Subscription Name once it is active.
If you still cannot see your Service Requests (cases, incidents) after the above conditions are met you can submit a non-technical Service Request via the Software Support Online portal- Log on to MySupport using Your Single Sign On
- Use the Service Request menu or icon
- Choose Web Functionality as your Service Request type
Follow on screen instructions to submit your Service Request
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How long are support Service Request (case, incident)s kept on MySupport?
Following data retention policies, closed Service Request (case, incident)s are removed from the system after two years.
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Is there an online discussion forum for MySupport users?
Yes, a discussion forum is available. It is the gathering place for IT Professionals to solve problems, exchange ideas, and learn lessons from their fellow peers who also use the discussion forum. Plus, our engineers participate in all of these forums to share their advice.
This is accessible via the Resources menu, and the Community / Support Forum submenu. It is also available from the Support Forums icon in the body of the MySupport main page.
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What are remote support sessions?
While working with you to resolve an open Service Request, your support representative may determine that it is beneficial to observe and interact with you and your environment directly. Software utilizes an application-sharing tool that enables remote secure access to your environment through the web.
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Where can I get manuals?
Manuals for all Software solutions are available on the installation disk of the software you purchased.
Manuals are available on MySupport via the Docmentation Icon in the body of the main MySupport page.
Manuals are available via the MySupport menus via Resources / Knowledge Base / Search menu by specifying the Document Types "manuals" and/or "online help".
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How can I find out what patches are available?
Patches are available on MySupport via the Patch icon in the body of the main MySupport page.
Patches are available on MySupport via the Resources / Knowledge Base / Patches menus.
You may register to receive proactive e-mail notification of patches for your selected products using the Settings / Email Notification menus on MySupport.
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What is the product version lifecycle policy (formerly Obsolescence)?
Customers who have purchased support plans deserve timely communication of plans to obsolesce previous versions of our products, providing you the time required to plan the appropriate updates to your solutions. With that in mind, we encourage customers to review the End Of Support guidelines. Product version lifecycle processes begin when a product version is removed from the Corporate Price List and orders can no longer be placed.
LIfecycle information is available on MySupport via the Resources / Product Support Lifecycle (Obsolescence & Migrations) menu.
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How can I get the latest status on a Change Request (CR) I have submitted to MySupport?
The status for a Change Request (CR) are accessible via the MySupport web site, where you can search for CRs which include both known problems/ defects and enhancement requests. You may search by product name and version, keyword or CR number.
Searching for CRs is available online through MySupport via the Resources / Knowledge Base / Search menus, and by selecting the known problem and/or enhancement request document types.You may register to receive proactive e-mail notification of patches or specific CRs for your selected products on MySupport via the Settings / Email Notification menus.
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What's the difference between a Change Request and an Enhancement Request?
A change request (CR) is the umbrella term to describe either a known problem (defect) or enhancement request (additional product functionality) that has been submitted. CRs can be submitted by several groups that include but not limited to; customers, support engineers, sales reps, partners, R&D, & Support Marketing. It is through these CRs that Software plans and manages the development cycle of the software product portfolio. Some products have evolved their enhancement request process to use of the Idea Module on our Forums as described in the ITOM Idea Exchange document.
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Can I proactively receive information regarding my submitted change request?
You may register to receive proactive e-mail notification of change request for your selected products unless they are using the ITOM Idea Exchange. An e-mail will be sent to the e-mail address in your Single Sign On profile.
You may register to receive proactive e-mail notification of patches or specific CRs for your selected products on MySupport via the Settings / Email Notification menus.
License FAQ
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How can I download software?
Select the Resources / Downloads menu on MySupport
or Click the Downloads icon in the body of the MySupport webpage. with your Software Single Sign On credentials.
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How can I request license key?
Select the Resources / Downloads menu on MySupport
or Click the Downloads icon in the body of the MySupport webpage. with your Software Single Sign On credentials.
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Where can I get help if I have licenses and downloads questions?
Select the Resources / Downloads menu on MySupport
or Click the Downloads icon in the body of the MySupport webpage with your Software Single Sign On credentials.
Single Sign On FAQ
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Do I need a Single Sign On account?
All customers requiring more than public access need to register for an account.
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What is a Single Sign On account?
A Single Sign On account enables you to use a single user sign in and password. This tool allows you to define your user id and password and functions on all Single Sign On enabled web sites and services. These tools include, but are not limited to the knowledge base, proactive notification via e-mail subscriptions, online support. For more information click here.
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How do I get a Single Sign On account?
From MySupport, click Sign In.
Then click Create an Account.
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What is a Customer Subscription Name (formerly SAID)?
This 12-digit number is found on the contract documentation and must be used to verify support and entitlement. Your entitlement is associated with your Customer Subscription Name (SAID - Service Agreement Identification Number), so it is important to add to your Single Sign On account.
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Where can I get help with my Customer Subscription Name (formerly SAID)?
If you are experiencing difficulty using your Customer Subscription Number, please follow the online steps to allow us to research your contract and provide you with support. You will only need a Single Sign On account to submit this request.
- Sign In to MySupport
- Select Service Request from the My Support menu or from the Service Request icon in the body of the MySupport homepage.
- Select Investigate Contract from the request type list
- Follow the prompts until submission of your request
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How do I associate my Customer Subscription Name (formerly SAID) with my Single Sign On account?
I have multiple Customer Subscription Names; which one do I enter in my Single Sign On account?
- Once you create a Single Sign On account, Login to MySupport via the Sign In menu on the far right.
- Select [Your Name] / My Entitlements from the MySupport menu on the far right
- Log on with your Single Sign On account information, if prompted
- Enter your Customer Subscription Name in the box indicated,
- Select the "Add" button, and (Repeat steps 4-5 for multiple Customer Subscription Names) then,
- Once you've completed step 5, your Single Sign On account profile will automatically be updated and ready for use. You MUST have at least one active Customer Subscription Name associated to your Single Sign On account to be able to create cases on MySupport.
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How do I create or update a case?
You can create cases online at MySupport (PREFERRED METHOD) using the Service Requests menu or the Service Requests icon in the body of the MySupport homepage.
Or by phone using the numbers available on MySupport via the Resources / Contact Support menu.
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How do I call support if I can't log a case on the web?
Find a telephone number on MySupport via the Resources / Contact Support menu.