Novell CUSTOMER CENTER 2.3, Manual

Page 1: ...Novell www novell com novdocx en 24 March 2009 AUTHORIZED DOCUMENTATION Novell Customer Center User Guide Novell Customer Center 2 3 April 8 2009 Guide...

Page 2: ...or re export to entities on the current U S export exclusion lists or to any embargoed or terrorist countries as specified in the U S export laws You agree to not use deliverables for prohibited nucle...

Page 3: ...emarks For a list of Novell trademarks see the Novell Trademark and Service Mark list http www novell com company legal trademarks tmlist html Third Party Materials All third party trademarks are the...

Page 4: ...4 Novell Customer Center User Guide novdocx en 24 March 2009...

Page 5: ...0 2 2 4 Viewing Another Organization 22 2 2 5 Requesting Access to an Organization s Account 22 2 3 Working with Users 23 2 3 1 Viewing User Information 24 2 3 2 Adding an Organization Administrator o...

Page 6: ...3 3 Monitoring Contract History 68 3 4 Viewing an Organization s Order History 69 3 5 Working with Quotes 70 3 5 1 Viewing Details about a Quote 71 3 5 2 Accepting a Quote 72 3 5 3 Requesting Help 74...

Page 7: ...e for purchasing and maintaining Novell products for an organization Feedback We want to hear your comments and suggestions about this manual and the other documentation included with this product Ple...

Page 8: ...8 Novell Customer Center User Guide novdocx en 24 March 2009...

Page 9: ...ovell Customer Center to manage the following products SUSE Linux Enterprise Desktop 10 SUSE Linux Enterprise Server 10 Although customers can see information about many Novell products within Novell...

Page 10: ...Users have limited organization level access to view all data and perform limited actions Group Users have limited group level access to view all data and perform all actions for the specified group E...

Page 11: ...ation dates 1 3 2 Key Features and Benefits for IT Managers If you are an IT manager Novell Customer Center helps you do the following Compare active server licenses Make licensing adjustments Registe...

Page 12: ...egister systems in Novell Customer Center only information about each system you register is collected No additional data is collected This data is stored securely and used by Novell to support you as...

Page 13: ...cluding Novell Customer Center You might already have a Novell Customer Center account under the following circumstances You have installed a system without an activation code or downloaded an evaluat...

Page 14: ...enter User Guide novdocx en 24 March 2009 To create a Novell Login account 1 Go to the Novell Customer Center Login Web page http www novell com center 2 Click Create New which is to the right of the...

Page 15: ...n log in to Novell Customer Center 2 1 2 Logging In to Novell Customer Center 1 Go to the Novell Customer Center Login Web page http www novell com center 2 Enter your Novell Login name and password Y...

Page 16: ...ging Systems on page 58 Order Tracking This area shows you the number of deliveries that are pending and your recent orders For more information see Section 3 4 Viewing an Organization s Order History...

Page 17: ...it your information as desired The Status message next to the e mail field lets you know if the e mail address has been validated To validate an e mail address click Validate e mail in the left naviga...

Page 18: ...ifications in the left navigation frame 3 Fill in the required information Global Settings Select your region and format for the notification Notifications Select which notifications you want to recei...

Page 19: ...ns page as described in Selecting Notifications on page 18 2 After you have selected one of the notification choices that allow product specific notification click Choose Products 3 Select an organiza...

Page 20: ...evaluation product Purchase an OEM or Red Box product and install it Don t enter a code upon registration 2 2 2 Belonging to Multiple Organizations A user can be associated with multiple organizations...

Page 21: ...hange or Edit depends on the way your account was created When you click the Request Change link and change your organization information your changes are submitted to the appropriate team at Novell f...

Page 22: ...u The new page shows the information for the selected organization Your role and access to information in this organization changes based on your assigned rights for this organization NOTE You can swi...

Page 23: ...bmitted and you are notified by e mail if access has been granted 2 3 Working with Users In many organizations more than one person needs access to system information For example the organization s pu...

Page 24: ...articular system unless the Group or Organization Administrator grants rights to other subscriptions or systems This section describes the following tasks Section 2 3 1 Viewing User Information on pag...

Page 25: ...ser who has an e mail address However to access Novell Customer Center each user must have a Novell Login account using the e mail address you have assigned Users can create a Novell Login account the...

Page 26: ...n the user list represented by the icon for that type of user If the user doesn t have a Novell account the new user is listed by e mail only 2 3 3 Removing Users from an Organization To remove users...

Page 27: ...ilter fields applies the filter the icon clears it 4 Double click the organization containing the users you want to remove 5 Click the Users tab 6 Select the user you want to remove 7 Click the Remove...

Page 28: ...15 2 Click Administration Organizations in the left navigation frame 3 Optional Use the filter to search for specific content or click the column heading to reorder the list The icon to the right of...

Page 29: ...Viewing User Groups on page 29 Section 2 4 2 Creating Editing or Deleting a User Group on page 30 Section 2 4 3 Adding Users to a Group on page 31 Section 2 4 4 Removing Users from a Group on page 33...

Page 30: ...is visible 2 4 2 Creating Editing or Deleting a User Group 1 Log in to Novell Customer Center as described in Section 2 1 2 Logging In to Novell Customer Center on page 15 2 Click Administration Organ...

Page 31: ...can do the following Change the group name by selecting the group and clicking the Edit icon Delete the group by selecting the group and clicking the Remove icon Groups created by default All and Adm...

Page 32: ...the list The icon to the right of the filter fields applies the filter the icon clears it 4 Double click the organization containing the group where you want to add users 5 Click the Users tab 6 Clic...

Page 33: ...er doesn t have a Novell account the new user is listed by e mail only 2 4 4 Removing Users from a Group 1 Log in to Novell Customer Center as described in Section 2 1 2 Logging In to Novell Customer...

Page 34: ...ed user is no longer listed in the group IMPORTANT Selecting a user in a group and clicking the icon removes the user from both the group and the organization If you don t want to delete the user from...

Page 35: ...ucts and Subscriptions on page 35 Section 3 2 Managing Systems on page 58 Section 3 3 Monitoring Contract History on page 68 Section 3 4 Viewing an Organization s Order History on page 69 Section 3 5...

Page 36: ...duct or Subscription on page 42 Managing the Entitled Users of a Product or Subscription on page 44 Managing the Details of the Systems Where the Product Is Installed on page 46 Manually Adding System...

Page 37: ...e following The number of users of each type who can access information about that product subscription The number of systems that are activated for this product subscription SUSE Linux Enterprise Des...

Page 38: ...ter to search for specific content or click the column heading to reorder the list The icon to the right of the filter fields applies the filter the icon clears it 4 Click a product family to expand t...

Page 39: ...ts and subscriptions need to be renewed by using the Novell Customer Center Alerts feature 1 Log in to Novell Customer Center as described in Section 2 1 2 Logging In to Novell Customer Center on page...

Page 40: ...be renewed See Viewing Basic Information About Your Product or Subscription on page 37 Creating Subscription Compliance Reports Organization Administrators and Group Administrators can create reports...

Page 41: ...rs its expiration date Novell Customer Center notifies all entitled users who have access to the subscription To avoid losing access to updates and patches you should renew the subscription before it...

Page 42: ...hase directly from Novell Or you might be redirected to your reseller so you can renew through them In either case follow the on screen instructions to complete the transaction If you receive a new ac...

Page 43: ...se the filter to search for specific content or click the column heading to reorder the list The icon to the right of the filter fields applies the filter the icon clears it 4 Click a product family t...

Page 44: ...tion in the Products and Subscriptions list The default name remains enclosed in parentheses Managing the Entitled Users of a Product or Subscription Group and Organization Administrators can manage w...

Page 45: ...lter to search for specific content or click the column heading to reorder the list The icon to the right of the filter fields applies the filter the icon clears it 4 Click a product family to expand...

Page 46: ...ou want to delete the user 9 Optional Select Restrict activation rights to this list if you want to restrict rights so only the listed users can activate systems Managing the Details of the Systems Wh...

Page 47: ...t The icon to the right of the filter fields applies the filter the icon clears it 4 Double click the system you want to view or edit This page that appears shows a variety of information about the sy...

Page 48: ...on of the system and details about where the system is located 6 Conditional If you choose to edit the information Step 5 edit the information as desired then click Save Manually Adding Systems withou...

Page 49: ...t Subscription to Another Organization If responsibility for a retail purchase OEM purchase or evaluation product or subscription shifts to another organization you can move the product or subscriptio...

Page 50: ...and specify the e mail address of the Organization Administrator who manages the new organization for the product or subscription then click Move If you specify the e mail address to select the Organ...

Page 51: ...mized information to specific groups of users For example you might want the members of an IT administrators group to have access to different information than your software purchasers group To create...

Page 52: ...t to add indicating whether that user should be a Group Administrator or Group User and clicking Add New 6 Click Save The new group appears in the left column NOTE You can edit the group name or add m...

Page 53: ...ct multiple items 3 1 4 Setting User Entitlements for a Subscription Users can be set up with different entitlements for each of an organization s subscriptions Users can be entitled to the following...

Page 54: ...ontent or click the column heading to reorder the list The icon to the right of the filter fields applies the filter the icon clears it 4 Click a product family to expand the list 5 Double click a pro...

Page 55: ...ion 1 Log in to Novell Customer Center as described in Section 2 1 2 Logging In to Novell Customer Center on page 15 2 Click My Products Products in the left navigation frame 3 Optional Use the filter...

Page 56: ...ion code for this subscription TIP If your users are organized into groups you can create a group containing the users who are permitted to activate products then restrict activation rights to only th...

Page 57: ...The icon to the right of the filter fields applies the filter the icon clears it 4 Click a product family to expand the list 5 Double click the product you want to patch or upgrade 6 Check the Downlo...

Page 58: ...t a System on page 63 Section 3 2 6 Editing System Properties on page 64 Section 3 2 7 Downloading Patches and Updates on page 66 3 2 1 Viewing Your Installed Systems A system is automatically created...

Page 59: ...a System If a system is registered without an activation code during installation it is listed in Novell Customer Center as needs activation under the Systems section You can activate a system at any...

Page 60: ...ant to activate then click the Key icon 5 Select a subscription from the list or type your activation code in the box You can search for a subscription in the list by entering a subscription name in t...

Page 61: ...subscription in the list by entering a subscription name in the Subscriptions field and clicking Find 6 Click Move 3 2 4 Placing Systems in Groups If your organization contains many systems it is eas...

Page 62: ...n the list To move a system to a group 1 Log in to Novell Customer Center as described in Section 2 1 2 Logging In to Novell Customer Center on page 15 2 Click My Products Systems in the left navigati...

Page 63: ...o the selected group and that group s contents display 3 2 5 Viewing Information About a System You can view information about any installed system including general system information system properti...

Page 64: ...the filter the icon clears it 5 Double click the desired system The Information page for the selected system opens 3 2 6 Editing System Properties You can store useful information about each system i...

Page 65: ...Products and Systems 65 novdocx en 24 March 2009 3 Conditional If your systems are organized in groups click the name of the group that contains the system you want to edit 4 Double click the desired...

Page 66: ...ems to a subscription that aren t connected to the Internet see Manually Adding Systems without Internet Access on page 48 3 2 7 Downloading Patches and Updates 1 Log in to Novell Customer Center as d...

Page 67: ...rch 2009 3 Optional Use the filter to search for specific content or click the column heading to reorder the list The icon to the right of the filter fields applies the filter the icon clears it 4 Dou...

Page 68: ...he on screen instructions to download the patch or upgrade for the selected system 3 3 Monitoring Contract History Novell Customer Center tracks the history of an organization s contracts To view your...

Page 69: ...been tagged for automatic renewal and the discount level 3 4 Viewing an Organization s Order History Novell Customer Center logs your organization s orders for Novell products subscriptions quotes fro...

Page 70: ...lears it 4 Double click the order to view additional information about it Order information includes contract orders placed under any associated purchase order given to Novell and the date when the or...

Page 71: ...The name of the customer Status The status of the process New Pending Accept Pending Reject and Pending Help Amount The amount quoted The following sections provide more information Section 3 5 1 View...

Page 72: ...docx en 24 March 2009 3 5 2 Accepting a Quote 1 Log in to Novell Customer Center as described in Section 2 1 2 Logging In to Novell Customer Center on page 15 2 Click Administration Quotes in the left...

Page 73: ...ve the option to pay by PO number or credit card 5 Select your payment type invoice or credit card If you select Invoice specify your PO number in the PO field If you select Credit Card specify your b...

Page 74: ...click Back to Quote in the upper right corner Your order is sent to processing You will be notified by e mail when your order is complete 3 5 3 Requesting Help 1 Log in to Novell Customer Center as d...

Page 75: ...Managing Products and Systems 75 novdocx en 24 March 2009 3 Double click a quote 4 Click Questions Adjustments...

Page 76: ...uide novdocx en 24 March 2009 5 Specify any questions or requests you might have and click Send or click Close to cancel The status changes to Pending Help and a Novell Representative will either upda...

Page 77: ...ll Customer Center NCC to manage support and training contacts as well as general information about how to access technical support and training benefits see How to Manage Maintenance Support Benefits...

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Page 79: ...l 8 2009 on page 79 Section A 2 February 4 2008 on page 79 Section A 3 April 24 2007 on page 79 Section A 4 March 14 2007 on page 79 Section A 5 September 14 2006 on page 79 A 1 April 8 2009 Added Cha...

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