Related Manuals for Novell CUSTOMER CENTER 2.3 - GUIDE 4-8-2009
Summary of Contents for Novell CUSTOMER CENTER 2.3 - GUIDE 4-8-2009
- Page 1 AUTHORIZED DOCUMENTATION Guide Novell ® Novell Customer Center April 8, 2009 www.novell.com Novell Customer Center User Guide...
- Page 2 Further, Novell, Inc., reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to notify any person or entity of such changes.
- Page 3 Novell Trademarks 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 property of their respective owners.
- Page 4 Novell Customer Center User Guide...
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Page 5: Table Of Contents
Logging In to Novell Customer Center........ - Page 6 September 14, 2006............79 Novell Customer Center User Guide...
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Page 7: About This Guide
For the latest version of this documentation, see the Novell Documentation Web site (http:// www.novell.com/documentation/ncc). Documentation Conventions In Novell documentation, a greater-than symbol (>) is used to separate actions within a step and items in a cross-reference path. ® A trademark symbol ( , etc.) denotes a Novell trademark. - Page 8 Novell Customer Center User Guide...
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Page 9: Introducing Novell Customer Center
Although customers can see information about many Novell products within Novell Customer Center, the activation, registration, and subscription management features presented in this guide are only enabled for the products listed above. Novell plans to add additional management features and supported products in the future. -
Page 10: Who Should Use Novell Customer Center
Organization Administrator grants rights to other subscriptions or systems. To access Novell Customer Center, you need a Novell Login account. To see information about your account or subscription, you either need to register the product or ask an Organization Administrator to give you access to the information about the organization. -
Page 11: Key Features And Benefits For Purchasers
View subscription information and licensing costs 1.4 Future Enhancements Novell Customer Center will be expanded in the future to provide even more features and benefits. Some of the enhancements planned for the future include the following: Tools to help plan purchases... -
Page 12: You Are In Control Of Collected Data
When you register 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 a customer. Nobody else, including your sales representative, can view this information unless you give them access. -
Page 13: Administering Your Novell Customer Center Account
Novell account and any others that you are added to by that organization’s administrator or automatically assigned to you based on a purchase. If you do not have an account, you must create one the first time you log in to Novell Customer Center. - Page 14 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 account login fields. Novell Customer Center User Guide...
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Page 15: Logging In To Novell Customer Center
(http://www.novell.com/center). 2 Enter your Novell Login name and password. You must have a Novell Login account to be able to access Novell Customer Center. If you do not have an account, click Create New and follow the instructions in Section 2.1.1, “Creating an Account,”... -
Page 16: Managing Account Information
This screen shows you a snapshot of your products and subscriptions, systems, order history, and alerts. On the left is a list of menu items you’ll use to navigate within Novell Customer Center. Click Customer Center Home at the top of the menu list to return to the home page. - Page 17 To validate an e-mail address, click Validate e-mail in the left navigation frame, then follow the instructions. You can also click My Profile > Validate e-mail in the left navigation frame on the home page. 4 Click Save. Administering Your Novell Customer Center Account...
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Page 18: Receiving Notifications
2.1.4 Receiving Notifications You can receive notifications for patch availability, certain actions within Novell Customer Center, and new software availability. This section includes information on the following tasks: “Selecting Notifications” on page 18 “Selecting Notifications Based on Products” on page 19... -
Page 19: Working With Organizations
A product evaluation is about to expire. A product is about to expire. Newsletters. Select whether you want to receive e-mail notices of new software availability. Click Novell Software Downloads for latest software revisions. 4 Click Save. Selecting Notifications Based on Products 1 Open the Notifications page as described in “Selecting Notifications”... -
Page 20: How Organizations Are Created For You
In Novell Customer Center, accounts are placed into organizations. For example, an organization can represent a company and contain the systems and subscriptions registered to that company. When you create a Novell Login account, you are added to a company’s organization if either of the following is true:... - Page 21 Request Change link and change your organization information, your changes are submitted to the appropriate team at Novell for review prior to being displayed in Novell Customer Center. When you click Edit, your changes are made directly.
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Page 22: Viewing Another Organization
Customer Center,” on page If you are a member of only one organization, the name of the organization appears on the Novell Customer Center home page, above the information for that organization. In this case, you cannot view another organization. -
Page 23: Working With Users
IT administrators might also need information about the organization’s account. Novell Customer Center defines five types of users: Organization Administrators control rights for the entire organization. They can add users, groups, and other administrators, and they have administrative rights to all subscriptions for that organization. -
Page 24: Viewing User Information
2.3.1 Viewing User Information Only Organization Administrators or Organizational Users can see information about all users. To view the Users page: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click Administration >... -
Page 25: Adding An Organization Administrator Or An Organization User To An Organization
This can include co-workers, other interested people in your company, your Novell sales representatives, or resellers. NOTE: You can add any user 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. -
Page 26: Removing Users From An Organization
The new user name appears in 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 who should no longer have access to your organization’s information:... - Page 27 8 Click Yes to confirm that you want to remove the user or click No to cancel. The removed user is no longer a part of your organization and can no longer access any information about it. Administering Your Novell Customer Center Account...
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Page 28: Editing A User
2.3.4 Editing a User 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 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. -
Page 29: Managing User Groups
2.4 Managing User Groups You can create and edit groups to manage users, making it easier to handle large numbers of users and administrators. Changes to the group name are reflected immediately within the Novell Customer Center site. This section contains the following information: Section 2.4.1, “Viewing User Groups,”... -
Page 30: Creating, Editing, Or Deleting A User Group
Groups column by clicking the View icon while that column 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 2 Click Administration >... -
Page 31: Adding Users To A Group
Groups created by default (All and Administrators) cannot be deleted. 2.4.3 Adding Users 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 2 Click Administration > Organizations in the left navigation frame. - Page 32 4 Double-click the organization containing the group where you want to add users. 5 Click the Users tab. 6 Click the group name. 7 Click the Add icon under the Name column. 8 Type the e-mail address of the user and select Organization Administrator or Organization User. Novell Customer Center User Guide...
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Page 33: Removing Users From A Group
The new user name appears in 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. 2.4.4 Removing Users from a Group 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell... - Page 34 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 the organization, move that user to a different group or click the icon. Novell Customer Center User Guide...
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Page 35: Managing Products And Systems
Customer Center gives you a single location from which you can manage your products and subscriptions, view and manage your installed systems, and perform various other actions that help you manage your Novell product accounts. Additional information is available in the following sections: Section 3.1, “Managing Products and Subscriptions,”... -
Page 36: Managing Products And Subscriptions
Novell Customer Center. The primary contact on the order receives an e-mail upon purchase. Click the URL in the e-mail and follow the instructions on the page to get your activation code and/or download media. At this point, you can use Novell Customer Center to manage your subscription as described in this section. -
Page 37: Viewing Basic Information About Your Product Or Subscription
Enterprise Desktop 10 only). Information about media, patches, and downloads, if any. To view basic information about your product subscription: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... - Page 38 4 Click a product family to expand the list. 5 Double-click a product or subscription in the list. 6 Click Product Details. Novell Customer Center User Guide...
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Page 39: Monitoring Product And Subscription Renewals
Monitoring Product and Subscription Renewals You can monitor when products 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,”... -
Page 40: Creating Subscription Compliance Reports
Creating Subscription Compliance Reports Organization Administrators and Group Administrators can create reports that show the compliance of systems installed under a selected subscription. 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... -
Page 41: Renewing A Subscription
Renewing a Subscription When a subscription nears 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 expires;... -
Page 42: Editing A Description Of Your Product Or Subscription
What happens next depends on how you purchased the subscription. You might see a window where you can enter your credit card information to purchase 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. - Page 43 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 Click a product family to expand the list. 5 Double-click a product or subscription in the list.
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Page 44: Managing The Entitled Users Of A Product Or Subscription
Managing the Entitled Users of a Product or Subscription Group and Organization Administrators can manage which users have access to information about a selected product. 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... - Page 45 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 Click a product family to expand the list. 5 Double-click a product subscription in the list.
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Page 46: Managing The Details Of The Systems Where The Product Is Installed
Managing the Details of the Systems Where the Product Is Installed A system is any device that consumes a Novell activation code that is registered in Novell Customer Center. You can view and edit information for the systems installed under this product or subscription. - Page 47 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 Double-click the system you want to view or edit. This page that appears shows a variety of information about the system and the product or subscription.
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Page 48: Manually Adding Systems Without Internet Access
5), edit the information as desired, then click Save. Manually Adding Systems without Internet Access 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products > Systems in the left navigation frame. -
Page 49: Moving A Product Subscription To Another Organization
NOTE: You cannot move a subscription purchased under a contract. To move a product or subscription to another location: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... - Page 50 If you specify the e-mail address to select the Organization Administrator, the Organization Administrator must approve the move before the change is carried out. NOTE: You can also move a product or subscription by double-clicking the product or subscription and clicking Move Subscription. Novell Customer Center User Guide...
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Page 51: Creating A Product Or Subscription Group
IT administrators group to have access to different information than your software purchasers group. To create a product or subscription group: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... -
Page 52: Adding A Product Or Subscription To A Group
Edit icon. 3.1.3 Adding a Product or Subscription 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 2 Click My Products > Products in the left navigation frame. -
Page 53: Setting User Entitlements For A Subscription
Patches and updates for a subscription Installation assistance To set user entitlements: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products > Products in the left navigation frame. - Page 54 4 Click a product family to expand the list. 5 Double-click a product or subscription in the list. 6 Click User Access. 7 Double-click the user whose entitlements you want to set. Novell Customer Center User Guide...
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Page 55: Restricting Activation Rights For A Subscription
3.1.5 Restricting Activation Rights for a Subscription To allow only a specified set of users in your organization to activate products for a subscription: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,”... -
Page 56: Downloading Patches And Updates
3.1.6 Downloading Patches and Updates 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... - Page 57 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 Click a product family to expand the list. 5 Double-click the product you want to patch or upgrade.
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Page 58: Managing Systems
3.2 Managing Systems The Systems area of Novell Customer Center is where you view and manage information about individual installations of Novell products. A system is any device that consumes a Novell activation code that is registered in Novell Customer Center. -
Page 59: Activating A System
3.2.2 Activating 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 time after installation by entering the system’s activation code in Novell Customer Center. -
Page 60: Moving A System To A New Subscription
Subscriptions field and clicking Find. 6 Click Activate. 3.2.3 Moving a System to a New Subscription 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products > Systems in the left navigation frame. -
Page 61: Placing Systems In Groups
For example, you might create groups for different departments, different groups of users, or different products. To create a group: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... - Page 62 4 Type the new group name, then click Add. The newly created group appears in 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 2 Click My Products >...
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Page 63: Viewing Information About A System
You can view information about any installed system, including general system information, system properties, the system’s product subscriptions, and information about available downloads. 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... -
Page 64: Editing System Properties
To edit system properties: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products >... - Page 65 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 system. Managing Products and Systems...
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Page 66: Downloading Patches And Updates
“Manually Adding Systems without Internet Access” on page 3.2.7 Downloading Patches and Updates 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click My Products > Systems in the left navigation frame. - Page 67 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 Double-click the system you want to patch or upgrade. Managing Products and Systems...
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Page 68: Monitoring Contract History
6 Follow the 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 organization’s contract history: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell... -
Page 69: Viewing An Organization's Order History
You can see the contract type, number, expiration date, status, whether the contract has 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 from Novell, and services. To view your organization’s order history: 1 Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell... -
Page 70: Working With Quotes
Order information includes contract orders placed under any associated purchase order given to Novell and the date when the order reached Novell. The table also lists any line items associated with the order and information about how they were delivered. -
Page 71: Viewing Details About A Quote
This page shows the quotes you’ve received from Novell along with the following information and options: Select an Organization to Manage. Use the list to select which organization you want to manage. Filter this view. Use these fields to arrange the list of quotes. -
Page 72: Accepting A Quote
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 2 Click Administration > Quotes in the left navigation frame. 3 Double-click a quote. Novell Customer Center User Guide... - Page 73 4 Click Purchase Options. You have 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 billing and shipping information along with your credit card details.
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Page 74: Requesting Help
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 described in Section 2.1.2, “Logging In to Novell Customer Center,” on page 2 Click Administration >... - Page 75 3 Double-click a quote. 4 Click Questions/Adjustments. Managing Products and Systems...
- Page 76 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 update the quote or contact the user. Novell Customer Center User Guide...
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Page 77: Managing Maintenance Support Benefits
Novell. For more information about using Novell Customer Center (NCC) to manage support and training contacts, as well as general information about how to access technical support and training benefits, How to Manage Maintenance Support Benefits (http://support.novell.com/programs/... - Page 78 Novell Customer Center User Guide...
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Page 79: A Documentation Updates
Documentation Updates This section contains information on documentation content changes that were made in this guide ® after the initial release of Novell Customer Center. The information can help you to keep current on updates to the documentation. The documentation was updated on the following dates: Section A.1, “April 8, 2009,”... - Page 80 Novell Customer Center User Guide...