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Customer TRAC Overview

Customer TRAC Overview. Customer TRAC. T racking R equests & A utomated C ommunication. Customer TRAC Overview. Customers will receive status on change requests (CRs) via: eCare, the OV support portal Automatic email messages Available for key products including: NNM OmniBack

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Customer TRAC Overview

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  1. Customer TRAC Overview

  2. Customer TRAC Tracking Requests& Automated Communication TRAC - Tracking Requests & Automated Communication

  3. Customer TRAC Overview • Customers will receive status on change requests (CRs) via: • eCare, the OV support portal • Automatic email messages • Available for key products including: • NNM • OmniBack • OVO/OVOW • Service Assurance • Service Desk • GlancePlus Pak TRAC - Tracking Requests & Automated Communication

  4. 4 CR Lifecycle via the eCare Portal 3 Decision Messages communicated to customer In Plan Customer initiates CR 1 2 Lab conducts CR review process No Released Duplicate Work- around 5 Customer Feedback Mechanism Customer TRAC Process Model TRAC - Tracking Requests & Automated Communication

  5. Customer TRAC Explained • Customer email address is captured when the change request is submitted • Email status messages sent when decision is yes or no, and when there is a solution or workaround. • Ability for customers to check status anytime over the web. • Customer can provide feedback electronically to HP and be guaranteed a rapid response. • A Yes or No decision should be provided within 90 days at maximum. TRAC - Tracking Requests & Automated Communication

  6. Customer TRAC-Checking Status • Start athttp://openview.hp.com/sso/ecare/keyword • Select appropriate product, version and O.S. from pull down. • Select ‘known problems’ • Enter CR ID or description • Click the ‘Search’ button TRAC - Tracking Requests & Automated Communication

  7. Customer TRAC – Checking Status Double Click on selected CR to get status. Text status of CR. Link to email registration. Graphic representation of state. State definitions. TRAC - Tracking Requests & Automated Communication

  8. Customer TRAC- Registering for Email Notifications Do I need to register? Only customers that have not had a request submitted on their behalf need to register for notifications. This feature allows customers to be notified when another change request of interest is updated. TRAC - Tracking Requests & Automated Communication

  9. Customer TRAC- Registering for Email Notification • Once you have clicked on “email me when this problem is resolved” • Select appropriate platform(s) you are interested in. • Select ‘register’ TRAC - Tracking Requests & Automated Communication

  10. Customer TRAC- Registering for Email Notification Once you have created a hp passport ID. it can be used for easier access when returning to our support site. - Follow the directions to register or provide your existing passport ID. TRAC - Tracking Requests & Automated Communication

  11. Customer TRAC- Registering for Email Notification Once registered – the Customer TRAC system will email you as decisions are made regarding the request. TRAC - Tracking Requests & Automated Communication

  12. Customer TRAC- Managing your Email Notifications Once registered – you can delete or add new registrations. TRAC - Tracking Requests & Automated Communication

  13. If you have any questions or feedback concerning this process, please email: ov.changerequests@hp.com

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