Introduction
IT Admins and Partner Admins can use the Hardware Support page in HP Workforce Experience Platform (WXP) to manually create hardware support cases for PCs enrolled in an eligible HP hardware support service. This page also shows existing hardware support incidents and cases.
Hardware support case creation in WXP is available only for PCs. HP offers hardware support services for other device types, but these services are not currently integrated with WXP.
For eligible services, WXP automatically creates cases when automatic case creation is enabled.
Important: The Hardware Support menu item is displayed only if at least one device enrolled in the WXP customer or partner account (tenant) has an eligible HP hardware support entitlement.
Prerequisites
The PC must be enrolled in an eligible HP hardware support service. WXP does not need to detect an issue before a case can be created manually.
Note: If the PC is not enrolled in an eligible service, contact an HP representative. If the PC is enrolled in an eligible service but is not listed when creating a case, contact WXP Support.
Check the PC’s coverage in either of the following locations:
The Service Coverage column on the PC list screen.
The Warranty & Service Coverage column on the PC details screen.
The HP hardware support services available in WXP depend on the support configuration.
Creating a Case
Log in to WXP. The Home page is displayed.
In the left navigation menu, click Hardware Support.
Review the available hardware support incidents and devices.
Click Create case and then select a PC.
Note: Partner users must select a customer after clicking Create Case and before selecting a PC.
In step 1 of the Create a Case workflow, review any detected issues, select the Issue Category, and enter any additional information in Additional Issues or Comments. Then click Next.
In step 2 of the Create a Case workflow, specify the Service location, including the primary contact information. Then click Next.
Service Location: Select an existing service location, enter a new address in WXP, or prompt the end user to provide an address through an End User Notification on the PC.
Shipping Location: If entering a new address, select a country and enter the postal address.
Contact Information: Enter the contact details of someone at the service location. This can be the IT administrator or the device user, if applicable. Add delivery instructions, if any.
In step 3 of the Create a Case workflow, review the case details and click Submit.
Viewing Case Status and Next Steps
After submission, return to the Hardware Support page to view the submitted case and other hardware support incidents and cases associated with eligible PCs. The support case status is displayed on the Incident details screen.
The primary contact receives an email from the system. WXP users also receive an email if they have configured email notifications for hardware support incidents.
HP customer support or an HP authorized service delivery partner contacts the customer with the next steps for servicing the PC.
Contact Us
For any assistance, create a support case or email support@wxp.hp.com.