HP Premium and Premium+ Support (formerly, Active Care) is powered by the HP Workforce Experience Platform (WXP). This article offers help for WXP features that are unique to these services.
What is the Unassigned Devices page?
Your Unassigned Devices page is a single place for PCs you have resold that are not yet in a customer’s dashboard. Only you can access this list.
This page will be automatically created after you have completed the HP University course for either the HP Premium or Premium+ Support Resell and View/Monitor partner or Service Delivery partner.
PCs you resell that are reported into HP’s e2Open system, typically by an HP distributor but also by some resellers, will be added automatically to your Unassigned Devices page.
You will see it in the left panel of your WXP partner tenant.
If you cannot see Unassigned Devices, PCs may not yet have been added or reported. If you cannot wait for the automated transfer, create a support case with the WXP support team and provide the list of serial numbers that should be shown.
If you can see Unassigned Devices but do not see all PCs you resold, create a support case. You will be contacted for additional information and can provide the list of serial numbers that should be shown.
Alerts for PCs in the Unassigned Devices Page
All alerts for PCs in your Unassigned Devices page will be sent to the end user of the PC. The user will see these as a pop-up on their PC and must click View to submit the repair case.
When they submit the case from their PC,
If you are a Resell and View/Monitor partner, the case will be sent to HP customer support who will schedule the repair.
If you are a Service Delivery Partner, the case will be sent to your CSDP account where you can order parts and file a claim to HP for reimbursement of the repair.
If you do not wish for the end users to see the pop-up alerts, possibly because you offer a “Device-as-a-Service” plan to your customer, you must create a customer dashboard and either ask them to add their PCs using their cPIN (or [enroll their PCs at scale]) or you can transfer their PCs from your holding tenant to their dashboard.
Note: Only after PCs are in the customer’s dashboard can you disable the pop-up Self-Service Alerts. Please note that Self-Service Alerts will be automatically enabled when the first PC is added to a customer’s dashboard. You must wait until after the first PC with HP Premium or Premium+ is added before disabling Self-Service Alerts. To do this, select the customer from the customer dropbox in the upper left of your partner tenant, open the Settings page in the lower left, open the Notifications tab, and disable Self-Service Alerts. Read more about Self-Service Alerts.
Contact HP
If you have any issues with or questions about the steps above, create a support case.