After entering your Service app, and selecting Latex or PWP device family, you'll enter the Latex/PWP Service center.
You can see the number of opened and closed cases, the name of the product for each case, when it was opened, and the status of the case under the Summary Tab.
To create a case:
Click the “+” icon
Select the relevant device. Note that you cannot create a case for a device not covered by a warranty or under service contract.
Enter the subject and description for the case. Upload any optional attachments.
You may be prompted to select a service Provider. If your service provider is not autofilled, select your reseller/channel partner from the drop-down list .
To get updates about case-related activity (e.g. case status, new notes, etc.), click the Keep Me Informed button (option for those receiving service directly from HP only).
Click Submit. You should receive a popup confirmation, and email/in-app notifications if you have configured these.
To view the details of a case:
1. Click on the case itself to see details.
2. In the Case tab, you can see the details of the case such as serial number, warranty, device info, etc.
3. In the Files & Notes tab, you can see the attachments that were uploaded with the case.
Case update
You can update a current case by sending a note or attachment (it takes a few minutes to process). You can receive notifications about these updates if you set your notifications accordingly.
Case closure
Cases can be closed only by the system.
Once a case is closed, you will receive a case closure notification (optional). Additionally, the case will be marked as closed in your Service Center Dashboard.
PrintOS Notification Settings
You can customize your service notification settings by clicking the bell icon at the top of any screen in PrintOS. Select Settings.
Select PSP Service Center --> Support Case.
Once this option is enabled, you can choose to receive in-app or email notifications using the icons on the right-hand panel.
