Introduction
HP Premium and Premium+ Support (formerly, Active Care) is powered by the HP Workforce Experience Platform (WXP).
From your HP Workforce Experience Platform (WXP) account, partner administrators can transfer devices to customer dashboards. Follow the step-by-step instructions below.
Although the preferred way to enroll a PC in a customer tenant is for customers to do so via the cPIN, partners can transfer devices between customers’ dashboards or from the partner’s Unassigned Devices page to a customer’s dashboard.
Notes:
You can transfer only the devices that are visible in your partner multi-tenant environment — either in a customer Devices>PCs page or the Unassigned Devices page. If you try to transfer a device that isn’t visible to you, an error is generated.
Confirm that the customer is in physical possession of the device before you transfer it to their dashboard. Because HP Insights can be configured by customer admins to collect the last signed-in user and the device’s location, transferring a device to the wrong customer will expose this information.
The transfer function only allows devices to be transferred from one tenant. If you have a list of devices to transfer from more than one tenant, repeat the steps below for each.
Transferring Devices
A. Copy the Customer ID of the tenant that needs the devices
Log in to your WXP partner account.
From the left menu, click the Customers drop-down and select the desired customer tenant that will need the PCs. The corresponding customer Home page will appear.
In the left menu, click Account. The customer Account page and Overview tab will appear.
Copy the Customer ID. You will need this to transfer devices.
B. Selecting Devices for Transfer
You can transfer devices from two locations.
B1. From Unassigned Devices
These are devices assigned to the partner’s tenant that have not yet been transferred to a customer’s tenant. For more information about Unassigned Devices, read this article.
If you do not see Unassigned Devices, be sure to select All Customers in the Customers drop-down.
If you still do not see Unassigned Devices, your partner account setup is incomplete possibly because none of your partner’s users have completed the required training course for HP Premium/Premium+. Please take the HP Premium/Premium+ partner course for Resellers (ID 0001114751) or Service Delivery Partners (ID 0001114748 followed by 0001114825).
If you need additional help, create a support case or email support@wxp.hp.com.
Note
The Unassigned Devices link is visible only when All Customers are selected in Customers drop-down. It is not visible if a customer tenant has been selected.
In the left menu, click Unassigned Devices. This page lists all devices that have been reported to HP as resold by your partner that aren’t yet assigned to a customer tenant.
Be sure to clear any filters so the full list is visible.
From the list, export or copy the serial numbers that need to be transferred.
B2. From a customer tenant
From the left menu, click the Customers drop-down and select the customer that currently has the devices.
Go to Devices > PCs. The page lists all devices in that customer’s tenant.
Be sure to clear any filters so the full list is visible.
From the list, export or copy the serial numbers that need to be transferred
C. Create and Upload the Transfer File
Note
It is important to remain on the page where the devices are currently assigned. If you try to transfer a device but first select the target customer tenant, the transfer request will complete, a red mark will appear on the Notification Center (bell icon) in the upper right of the page, but when you download the Summary from the Notification Center you will see that it failed because “Device not found”.
From either Unassigned Devices page or the Devices > PC page of the customer to which the devices are currently assigned, click the Transfer button above the list.
Download the sample transfer file.
For each PC you wish to transfer, add a row to the file.
In column A, add the serial numbers.
In column B, add the Customer ID of the tenant that needs the devices. You copied in step A4 above.
Note
You must use the same Customer ID value in all rows of the transfer file. The transfer function only allows a list of devices to be transferred to one tenant. If you have a list of devices to transfer to more than one tenant, repeat the full procedure for each tenant.
In the Transfer Devices dialog box, click Upload.
Locate and select the file you just updated and click Upload.
When the transfer is complete, a red mark will appear on the Notification Center (bell icon) in the upper right of the page.
Download the Summary from the Notification Center. If you see the State Description is “Asset successfully created”, your transfer was successful. If there are any other errors, take appropriate corrective action or follow the steps below to contact HP for more help.
Contact Us
For any assistance, create a support case or email support@wxp.hp.com.