Support Customer Forums now available (50238 Views)
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Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 1 of 25 (50,238 Views)

Support Customer Forums now available

[ Edited ]

Support Customer Forums

 

We have heard your requests to offer a greater level of assistance with product technical issues via the community forums, and we have responded with the rollout of Support Customer Forums for several of our key products. These forums are an extension of our support offering, and are only accessible to those customers who have a valid support contract. 

 

Users need to Register or log into the community in order to access the Support Customer Forums.

 

The following products have Support Customer Forums in our community: 

 

 

 

 

Users need to register or login to the community in order to access the Support Customer Forums.

 

 To do this, go to the community and then click on “Log In”.  On the Sign-in screen, enter your HP Passport User ID and Password. If you don’t have an HP Passport account, please click on “REGISTER NOW” to create an HP Passport before accessing the community.

 

The attached document will explain how you can add your valid support contract to your HP Passport profile, or to check if you already have a contract linked to your profile.

 

For more details on our new forums, please access our Support Customer Forum datasheet

 

We also have created a quick start guide, which will help you get acquainted with the community. This quickstart guide is in need of update as the screenshots are of the old community layout. Either we need to edit this doc, or remove this line.

 

Expect the following activities in the Support Customer Forums:

  • Discussions with support experts
  • Tips and tricks
  • Information which will improve users’ knowledge of these HP products
  • Expert sessions on product related topics via short videos and the ability to ask questions related to the specific session

We are committed to continue providing forums which will help you resolve questions and provide you with information that improves your knowledge of our products. If you have ideas on how we can improve this experience please share them with us as we want to these forums to meet your needs.

 

Greetings,

 

HP Software Support

HP Expert
Posts: 12
Registered: ‎03-14-2012
Message 2 of 25 (48,767 Views)

Re: Support Customer Forums now available

Hi Bill,

 

could you please check the DDMi Support Customer Forum?

The link isn't working ("An Unexpected Error has occurred."), all other forums are working.

In addition the DDMi forum isn't shown under Discussion Boards -> Software -> Products

Please find attached a screenshot.

Thanks,  Michael

 

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 3 of 25 (48,759 Views)

Re: Support Customer Forums now available

Hi Michael,

 

Thanks for letting me know. I have modified the post, so that the link now works.

 

Thanks again.

 

Greetings,

 

Bill

Acclaimed Contributor
Posts: 25,698
Registered: ‎03-06-2006
Message 4 of 25 (48,739 Views)

Re: Support Customer Forums now available

[ Edited ]

>the DDMi forum isn't shown under Discussion Boards -> Software -> Products

 

That's because it is under:

        Products >  IT Asset Manager > ITRC DDM Inventory (Enterprise Discovery) Forum

 http://h30499.www3.hp.com/t5/ITRC-DDM-Inventory-Enterprise/bd-p/itrc-995

 

I suppose it could be changed to: IT Asset Manager/DDM Inventory

HP Expert
Posts: 12
Registered: ‎03-14-2012
Message 5 of 25 (48,725 Views)

Re: Support Customer Forums now available

Hi Dennis,

 

ok, now I found it :-)

Yes, this should be changed to make it clearer.

 

 

Thanks for your help,

  Michael

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 6 of 25 (48,717 Views)

Re: Support Customer Forums now available

I will discuss it with the team and take action to get the title changed.

 

Thanks for the feedback Michael and Dennis.

 

Greetings,

 

Bill

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 7 of 25 (48,687 Views)

Re: Support Customer Forums now available

Hi Michael and Dennis,

 

We have changed the IT Asset Manager category title to read "IT Asset Manager / DDMi".

 

Thanks again for your feedback.

 

Greetings,

 

Bill

 

Advisor
Posts: 21
Registered: ‎10-08-2009
Message 8 of 25 (47,334 Views)

Re: Support Customer Forums now available

And the award for slowest, most frustrating "customer driven" site goes to.....HP!  Good for you for making it so friggin complicated just to go to a discussion forum - and when you get there after navigating through what seems like an eternity...to have it take another eternity to find the right combination of search words to bring up discussions that have nothing to do with your concern!  I miss Mercury Interactive!!!

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 9 of 25 (47,330 Views)

Re: Support Customer Forums now available

Hi,

 

I am sorry you are experiencing issues. What are you looking for, perhaps I can help you out? If the search is not working correctly then we need to look into this.

If you have any suggestions on how we can improve the forum experience then please let me know. We can only improve the experience if we know what issues you are facing.

 

Appreciate your help on this.

 

Greetings,

 

Bill

Occasional Visitor
Posts: 1
Registered: ‎01-21-2014
Message 10 of 25 (40,801 Views)

Re: Support Customer Forums now available

Hi I am a customer with a valid contract, but still I am not able to open the customer support forums for performance center. Please help! Cheers!

Acclaimed Contributor
Posts: 25,698
Registered: ‎03-06-2006
Message 11 of 25 (40,776 Views)

Re: Support Customer Forums now available

[ Edited ]

>with a valid contract, but still I am not able to open the customer support forums for Performance Center.

 

And you have followed the directions in the attachment: ?

Adding valid Support Contract to HP Passport.pdf

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 12 of 25 (40,745 Views)

Re: Support Customer Forums now available

Hi,

 

As Dennis just mentioned did you check to see that you have your SAID in your HP Passport profile?

 

If not please add it and login again.

 

If you are still experiencing issues, please send me a private message with your email address and I will contact you.

 

Greetings,

 

Bill

 

 

Member
Posts: 2
Registered: ‎03-25-2014
Message 13 of 25 (37,570 Views)

Re: Support Customer Forums now available

I registered for the Discussion Board, and added my Service Agreement ID. The only thing I get trying to access the LoadRunner page is a blank page. Very frustrating.

 

http://h30499.www3.hp.com/t5/LoadRunner-Support-Customer/bd-p/loadrunner-support-customer-forum

Member
Posts: 2
Registered: ‎03-25-2014
Message 14 of 25 (37,565 Views)

Re: Support Customer Forums now available

I just tested with I. Explorer and it works. Still not working on Firefox.. It may be a new account issue... Im OK for now.
Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 15 of 25 (35,175 Views)

Re: Support Customer Forums now available

Hi,

 

Is it working now for you or are you still experiencing issues?

 

Greetings,

 

Bill

Visitor
Posts: 1
Registered: ‎08-20-2014
Message 16 of 25 (29,709 Views)

Re: Support Customer Forums now available

when i try to edit my profile, page just times out. this is very frustrating experience .
Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 17 of 25 (29,680 Views)

Re: Support Customer Forums now available

Hi Dennis,

 

Sorry that you are having issues.

 

I just found out that there are some issues with the Software Support Online site ( http://support.openview.hp.com).

 

They are working on a solution.

 

Will inform you once it has been resolved.

 

Greetings,

 

Bill

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 18 of 25 (29,661 Views)

Re: Support Customer Forums now available

Hi Dennis,

 

The issue has been solved, it should work now. Please try again to update your profile.

 

Greetings,

 

Bill

Member
Posts: 2
Registered: ‎11-24-2014
Message 19 of 25 (7,324 Views)

Re: Support Customer Forums now available

Hi there,

 

I am unable to log into the Forums

 

You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue.

 

I have a SAID registered against my account for over 30 HP products and am unable to access Operations Orchestration Forum. Are you able to help please

 

I have no issiues with forums at https://softwaresupport.hp.com/

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 20 of 25 (3,528 Views)

Re: Support Customer Forums now available

Hi Dan,

 

Sorry I saw this message too late. But we have had email contact and your issue has been resolved.

Apologize for not reacting to this thread earlier.

 

Greetings,

 

Bill

Regular Visitor
Posts: 1
Registered: ‎01-21-2015
Message 21 of 25 (2,744 Views)

Re: Support Customer Forums now available

Hi,

 

I am also unable to access the forums...

 

You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue.

 

I have a SAID registered with my account.  I was trying to access the Functional Testing/QTP and Quality Center forums.

 

Please help!

 

Brian

Visitor
Posts: 1
Registered: ‎02-26-2015
Message 22 of 25 (2,673 Views)

Re: Support Customer Forums now available

Hello,

 

I am also unable to access the forums...

 

You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue.

 

I have a SAID registered with my account. I was trying to access the Functional Testing/QTP and Quality Center forums.

How can I get it fixed?

Maria

Frequent Visitor
Posts: 3
Registered: ‎07-13-2011
Message 23 of 25 (2,489 Views)

Re: Support Customer Forums now available


Dennis Handly wrote:

>with a valid contract, but still I am not able to open the customer support forums for Performance Center.

 

And you have followed the directions in the attachment: ?

Adding valid Support Contract to HP Passport.pdf


This guide is for OLD site, unless I'm missing someting. If you use "Edit profile" (on new site) it takes you to site where to change only contact info. Nothing about SAID

New support site https://softwaresupport.hp.com/ is terribly slow. Everything take ages to load.

 

I also have "access denied" problem for DataProtector forum. And I'm pretty sure I have valid SAID linked as I did open two support tickets on Monday (which took me lots of time due to performance of the site).

 

 

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 24 of 25 (2,356 Views)

Re: Support Customer Forums now available

Hi,

 

You are right I need to chnage that. Apologize for that. Please follow this for Data Protector:

 

We have a process that checks to see if the SAID ( Support Agreement ID)  that is in your HP Passport profile is valid when you login to the community. If this is the case then you are given access to the entitled forums.

 

To check this please do the following:

 

 

Once you have checked or added your SAID please do the following:

  • Go to http://www.hp.com/go/hpswforums
  • Click on “Log in” , on the right hand side of your screen
  • Login using your HP Passport credentials
  • If this is the first time you access the community then you will be asked to define a screen name. This is how you will be recognized in the community.
  • Once you are in the community, click on for Data Protection
  • You should see the a number of forums, including the Data Protector Support Customer Forum. This is the entitled forum that is only accessible to customers/partners with an valid SAID. In these forums we have HP Support Engineers that are monitoring the forums and ready to address your questions. Also the Expert day will be  conducted in this forum.

 

Let me know if this works or if you run into issues

 

Greetings,

 

Bill

 

 

Neighborhood Admin
Posts: 1,293
Registered: ‎11-26-2007
Message 25 of 25 (2,269 Views)

Re: Support Customer Forums now available

[ Edited ]

Hi,

 

 Please follow this to get access to the UFT  and Quality Center support customer forum:

 

We have a process that checks to see if the SAID ( Support Agreement ID)  that is in your HP Passport profile is valid when you login to the community. If this is the case then you are given access to the entitled forums.

 

To check this please do the following:

 

 

Once you have checked or added your SAID please do the following:

  • Go to http://www.hp.com/go/hpswforums
  • Click on “Log in” , on the right hand side of your screen
  • Login using your HP Passport credentials
  • If this is the first time you access the community then you will be asked to define a screen name. This is how you will be recognized in the community.
  • Once you are in the community, click on for Functional Testing/QTP and for Quaility Center click on Quality Center/ALM.
  • You should see the a number of forums, including the Unified Functional Testing/QTP Support Customer Forum  in the Functional Testing/QTP category and in the Quality Center/ALM category you will see the Quality Center Support Customer Forum.
    These are the entitled forum that is only accessible to customers/partners with an valid SAID. In these forums we have HP Support Engineers that are monitoring the forums and ready to address your questions. Also the Expert day will be conducted in these forum.

 

Let me know if this works or if you run into issues.

 

Greetings,

 

Bill

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