Unable to view or edit cases

[Willyard]

I posted this almost 20 days ago and no reply yet from HP. I really need to be able to view or edit cases so I'm able to service my customers. I have called 3 times and sent an email twice to them. Both saying they'll contacted me the next day. I'll repost this daily till this issue gets resolved.

Hello. When I go to view cases in which i submitted myself I "Your Organization account may not be set up properly and you may not have permissions to see the case. Please look for the case ID in the case list in the My Views sections.". Is there anyway to fix this issue? I tried to find the myview sections and wasn't able to locate it.

[Dragon-Fur · Accepted solution]

@Willyard

We are a community forum.  HP provides no official presence here.

I believe you are referring to the MyHPSupport case management system.

New Case Management System

June 2017

HP launched a new case management system in / around June 2017.

Those who use the system should have received communication of the changes.

Synopsys:

1. Old cases submitted to the old case management system are no longer available for “look up”.
2. It is necessary that a new account be created for the purpose of managing new cases.
3. There are two types of accounts:

• Individual
• Company **

** In order to set up a type Company account, it is necessary to Contact HP.

Instructions, including how to contact HP for Company accounts, are included in the document:

MyHPSupport Registration Help

Example  – FAQ (called from the Help Guide)

MyHPSupport Frequently Asked Questions (USA)

Example – User Guide

MyHPSupport - Individual User Guide (USA)

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[Willyard]

Did not realize this.  Thank you.

[Dragon-Fur]

@Willyard

You are welcome.

You are not the only one to be "caught" by this -- small comfort, I know.

Good Luck.

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