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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 - PowerPoint PPT Presentation
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Customer TRAC Overview
page 204/19/23 TRAC - Tracking Requests & Automated Communication
Customer TRAC
Tracking Requests & Automated Communication
page 304/19/23 TRAC - Tracking Requests & Automated Communication
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
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Customer TRAC Process Model
Work-around
Lab conducts CR
review proces
s
Customer initiates CR
1
4
Customer Feedback Mechanis
m
2
5
In Plan
CR Lifecy
cle via the
eCare Portal
No
Released
Duplicate
DecisionMessages
communicatedto customer
3
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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.
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Customer TRAC-Checking Status
1. Start at http://openview.hp.com/sso/ecare/keyword
2. Select appropriate product, version and O.S. from pull down.
3. Select ‘known problems’
4. Enter CR ID or description
5. Click the ‘Search’ button
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Customer TRAC – Checking Status
Double Click on selected CR to get status.
Text status of CR.
Graphic representation of state.
State definitions.
Link to email registration.
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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.
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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’
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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.
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Customer TRAC- Registering for Email Notification
Once registered – the Customer TRAC system will email you as decisions are made regarding the request.
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Customer TRAC- Managing your Email Notifications
Once registered – you can delete or add new registrations.
If you have any questions or feedback concerning this process, please email: [email protected]
