Novell CUSTOMER CENTER 2.3 - GUIDE 4-8-2009 Bedienungsanleitung

Novell®

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AUTHORIZED DOCUMENTATION

Novell Customer Center User Guide

Novell Customer Center

2.3

April 8, 2009

Guide

novdocx (en) 24 March 2009

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4Novell Customer Center User Guide

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Contents 5

Contents

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About This Guide 7

1 Introducing Novell Customer Center 9

1.1 System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.2 Who Should Use Novell Customer Center?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

1.3 Key Features and Benefits. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

1.3.1 Key Features and Benefits for Purchasers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1.3.2 Key Features and Benefits for IT Managers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1.3.3 Key Features and Benefits for System Administrators . . . . . . . . . . . . . . . . . . . . . . . 11

1.4 Future Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1.5 You Are in Control of Collected Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2 Administering Your Novell Customer Center Account 13

2.1 Managing Your Account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.1.1 Creating an Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.1.2 Logging In to Novell Customer Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2.1.3 Managing Account Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

2.1.4 Receiving Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2.2 Working with Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.2.1 How Organizations Are Created for You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2.2.2 Belonging to Multiple Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2.2.3 Updating Organization Address Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2.2.4 Viewing Another Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.2.5 Requesting Access to an Organization’s Account . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.3 Working with Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2.3.1 Viewing User Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.3.2 Adding an Organization Administrator or an Organization User to an Organization . 25

2.3.3 Removing Users from an Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.3.4 Editing a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

2.4 Managing User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

2.4.1 Viewing User Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

2.4.2 Creating, Editing, or Deleting a User Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

2.4.3 Adding Users to a Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

2.4.4 Removing Users from a Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

3 Managing Products and Systems 35

3.1 Managing Products and Subscriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

3.1.1 Managing Products and Subscriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

3.1.2 Creating a Product or Subscription Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

3.1.3 Adding a Product or Subscription to a Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

3.1.4 Setting User Entitlements for a Subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

3.1.5 Restricting Activation Rights for a Subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3.1.6 Downloading Patches and Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

3.2 Managing Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

3.2.1 Viewing Your Installed Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

3.2.2 Activating a System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

3.2.3 Moving a System to a New Subscription . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

3.2.4 Placing Systems in Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

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3.2.5 Viewing Information About a System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

3.2.6 Editing System Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

3.2.7 Downloading Patches and Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

3.3 Monitoring Contract History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

3.4 Viewing an Organization’s Order History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

3.5 Working with Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

3.5.1 Viewing Details about a Quote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

3.5.2 Accepting a Quote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

3.5.3 Requesting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

4 Managing Maintenance Support Benefits 77

A Documentation Updates 79

A.1 April 8, 2009 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

A.2 February 4, 2008 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

A.3 April 24, 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

A.4 March 14, 2007 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

A.5 September 14, 2006. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

About This Guide 7

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About This Guide

This guide is designed to introduce you to the main features of Novell®Customer Center and show

you how to configure it to meet your personal needs and preferences.

This guide contains the following sections:

Chapter 1, “Introducing Novell Customer Center,” on page 9

Chapter 2, “Administering Your Novell Customer Center Account,” on page 13

Chapter 3, “Managing Products and Systems,” on page 35

Chapter 4, “Managing Maintenance Support Benefits,” on page 77

Appendix A, “Documentation Updates,” on page 79

Audience

This guide is intended for the people responsible for purchasing and maintaining Novell products for

an organization.

Feedback

We want to hear your comments and suggestions about this manual and the other documentation

included with this product. Please use the User Comments feature at the bottom of each page of the

online documentation, or go to the Novell Documentation Feedback site (http://www.novell.com/

documentation/feedback.html) and enter your comments there.

Documentation Updates

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 (®, TM, etc.) denotes a Novell trademark. An asterisk (*) denotes a third-party

trademark.

8Novell Customer Center User Guide

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Introducing Novell Customer Center

novdocx (en) 24 March 2009

Introducing Novell Customer

Center

Novell®Customer Center is an online tool that makes it easier for you to manage your business and

technical interactions with Novell. From one location, you can do the following:

Review the status of supported Novell products, subscriptions, and services

Obtain support

Get Linux* updates and patches

The core functionality and data of the Novell Customer Care and SUSE®Linux portals have been

consolidated into the Novell Customer Center. Novell Customer Center brings together Novell

customer information to provide an overview of contracts, licenses, subscriptions, and product

entitlements. As a result, you can better manage your subscriptions, ensure licensing compliance,

and simplify patch acquisition and update processes.

Currently, you can use Novell Customer Center to manage the following products:

SUSE Linux Enterprise Desktop 10

SUSE Linux Enterprise Server 10

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.

This section includes the following information:

Section 1.1, “System Requirements,” on page 9

Section 1.2, “Who Should Use Novell Customer Center?,” on page 10

Section 1.3, “Key Features and Benefits,” on page 10

Section 1.4, “Future Enhancements,” on page 11

Section 1.5, “You Are in Control of Collected Data,” on page 12

1.1 System Requirements

You can access Novell Customer Center with any Internet browser that supports Asynchronous

JavaScript* and XML (AJAX), XHTML, and CSS. This includes the following:

Firefox* 1.0 and later

Internet Explorer* 5.0 and later

Opera* 7.6 and later

Netscape* 7.1 and later

Safari* 1.2 and later

10 Novell Customer Center User Guide

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NOTE: In order to download the DVD images for SUSE Linux Enterprise Server and SUSE Linux

Enterprise Desktop, you must use Firefox 1.5 or later, a download manager if using other browsers,

or wget version 1.10. Only Firefox 1.5 or later supports file downloads over 2 GB.

1.2 Who Should Use Novell Customer Center?

Novell Customer Center focuses on the following people:

Purchasers of SUSE Linux Enterprise products

IT managers

System administrators

Resellers

However, anyone responsible for purchasing, installing, or updating SUSE Linux products can

benefit from Novell Customer Center if they are given access rights by an Organization

Administrator, who is the administrative user of the account or another user with the same rights. If

you do not know who this user is, contact your internal support organization.

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.

Group Administrators have administrative rights within a group of subscriptions that was

created by the Organization Administrator.

Organization Users have limited organization-level access to view all data and perform

limited actions.

Group Users have limited group-level access to view all data and perform all actions for the

specified group.

Entitled Users have activated a system by using a subscription owned by the organization or

have been granted rights to other subscriptions by a Group or Organization Administrator. User

access to the site is limited to information about that particular system unless the Group or

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. For information about logging on to

your account and managing information, see Section 2.1, “Managing Your Account,” on page 13.

1.3 Key Features and Benefits

When you install a SUSE Linux Enterprise product such as SUSE Linux Enterprise Server or SUSE

Linux Enterprise Desktop, the install process provides an opportunity to automatically register the

system with Novell Customer Center. Registering helps you lower your product maintenance cost by

providing the following features:

An overview of supported products in an organization

Patches and updates for shipping Linux products from Novell

An order history for Novell products, subscriptions, and services

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