Novell CUSTOMER CENTER 2.3 - GUIDE 4-8-2009 User manual

Novell®
www.novell.com
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AUTHORIZED DOCUMENTATION
Novell Customer Center User Guide
Novell Customer Center
2.3
April 8, 2009
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.

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Introducing Novell Customer Center
1
9
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1
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

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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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You can work more productively
You can lower system management costs
You can make better business decisions
Entitlement visibility for new SUSE Linux Enterprise products
An overview of your Linux subscription renewal status
Subscription renewals from Novell or its partners
You can access this information about any SUSE Linux Enterprise product you have purchased.
1.3.1 Key Features and Benefits for Purchasers
If you are responsible for purchasing Novell products, Novell Customer Center helps you do the
following:
Review purchases
Renew subscriptions
See entitlements
Review expiration dates
1.3.2 Key Features and Benefits for IT Managers
If you are an IT manager, Novell Customer Center helps you do the following:
Compare active server licenses
Make licensing adjustments
Register products automatically
1.3.3 Key Features and Benefits for System Administrators
If you are a system administrator, Novell Customer Center helps you do the following:
Monitor status of installed systems
View operating system information
View subscription information and licensing costs
1.4 Future Enhancements
Novell Customer Center will be expanded in the future to provide even more features and benefits.
Some of the enhancements planned for the future include the following:
Tools to help plan purchases
Synchronization of renewal dates
Additional notification management
Integrated Xen* virtual image awareness
Integration with Novell Support

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1.5 You Are in Control of Collected Data
When you register systems in Novell Customer Center, only information about each system you
register is collected. No additional data is collected. This data is stored securely and used by Novell
to support you as a customer. Nobody else, including your sales representative, can view this
information unless you give them access.

Administering Your Novell Customer Center Account
2
13
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2
Administering Your Novell
Customer Center Account
After you have created an account in Novell®Customer Center and are specified as an Organization
Administrator, you can add and manage users and control their access to your information.
This section includes the following topics:
Section 2.1, “Managing Your Account,” on page 13
Section 2.2, “Working with Organizations,” on page 19
Section 2.3, “Working with Users,” on page 23
Section 2.4, “Managing User Groups,” on page 29
2.1 Managing Your Account
Novell Customer Center provides the following account management tasks:
Section 2.1.1, “Creating an Account,” on page 13
Section 2.1.2, “Logging In to Novell Customer Center,” on page 15
Section 2.1.3, “Managing Account Information,” on page 16
Section 2.1.4, “Receiving Notifications,” on page 18
2.1.1 Creating an Account
You must have a Novell Login account to log in to Novell Customer Center. A Novell Login account
provides access to several Novell services, including Novell Customer Center.
You might already have a Novell Customer Center account under the following circumstances:
You have installed a system without an activation code or downloaded an evaluation activation
code. The first time you install a supported product and choose to register it with Novell
Customer Center without an activation code, an account is created for the e-mail address you
enter during the registration process. Any additional products you register for that e-mail
address or download when logged in are automatically added to your account.
You are listed as the contact on a sales order to Novell. Your account is created in the
organization representing the company on the order.
You are added as an entitled user or Organization Administrator by another Organization
Administrator. Your account is registered as a member of that organization.
NOTE: You can be a member of multiple organizations, including the one that was created when
you created your Novell account and any others that you are added to by that organization’s
administrator or automatically assigned to you based on a purchase.
If you do not have an account, you must create one the first time you log in to Novell Customer
Center.

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To create a Novell Login account:
1Go to the Novell Customer Center Login Web page (http://www.novell.com/center).
2Click Create New, which is to the right of the account login fields.

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3Fill in the required information and click Create Login.
Your Novell Login account is created.
After you have a Novell Login Account, you can log in to Novell Customer Center.
2.1.2 Logging In to Novell Customer Center
1Go to the Novell Customer Center Login Web page (http://www.novell.com/center).
2Enter your Novell Login name and password.
You must have a Novell Login account to be able to access Novell Customer Center. If you do
not have an account, click Create New and follow the instructions in Section 2.1.1, “Creating
an Account,” on page 13.
3Click Login.

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This screen shows you a snapshot of your products and subscriptions, systems, order history,
and alerts. On the left is a list of menu items you’ll use to navigate within Novell Customer
Center. Click Customer Center Home at the top of the menu list to return to the home page.
There are four areas of information:
My Products. This area gives you an overview of your purchased products and
subscriptions. For more information, see Section 3.1, “Managing Products and
Subscriptions,” on page 35.
Systems. This area gives you an overview of your systems. For more information, see
Section 3.2, “Managing Systems,” on page 58.
Order Tracking. This area shows you the number of deliveries that are pending and your
recent orders. For more information, see Section 3.4, “Viewing an Organization’s Order
History,” on page 69.
Alerts. This area shows you if you have subscriptions to renew or moves to approve. For
more information, see “Monitoring Product and Subscription Renewals” on page 39.
You can click each heading for more detailed information, or you can use the menu on the left
to navigate Novell Customer Center.
2.1.3 Managing Account Information
Your personal account information includes details such as your name and contact information. This
information is stored as part of your Novell Login account.
To edit your account information:
1Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell
Customer Center,” on page 15.

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2Click My Profile > Login Profile in the left navigation frame.
3Edit your information as desired.
The Status message next to the e-mail field lets you know if the e-mail address has been
validated. To validate an e-mail address, click Validate e-mail in the left navigation frame, then
follow the instructions. You can also click My Profile > Validate e-mail in the left navigation
frame on the home page.
4Click Save.

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2.1.4 Receiving Notifications
You can receive notifications for patch availability, certain actions within Novell Customer Center,
and new software availability. This section includes information on the following tasks:
“Selecting Notifications” on page 18
“Selecting Notifications Based on Products” on page 19
Selecting Notifications
1Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell
Customer Center,” on page 15.
2Click My Profile > Notifications in the left navigation frame.
3Fill in the required information.
Global Settings. Select your region and format for the notification.
Notifications. Select which notifications you want to receive and how often.
Patches. Select whether you want to receive patch notifications and security bulletins and
how often you want to receive them.
Customer Center. Selecting one of these options allows you to receive notifications for all
products for organizations in which you are an organization administrator. Select whether
you want to receive notifications when
An entitled product user is added. You can also monitor the addition of entitled users
to specific products. See “Selecting Notifications Based on Products” on page 19.

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A request to access a locked product is made. You can also monitor these types of
request by product. See “Selecting Notifications Based on Products” on page 19.
A request to move a product. You can also monitor move requests by product. See
“Selecting Notifications Based on Products” on page 19.
A product evaluation is about to expire.
A product is about to expire.
Newsletters. Select whether you want to receive e-mail notices of new software availability.
Click Novell Software Downloads for latest software revisions.
4Click Save.
Selecting Notifications Based on Products
1Open the Notifications page as described in “Selecting Notifications” on page 18.
2After you have selected one of the notification choices that allow product-specific notification,
click Choose Products.
3Select an organization from the drop-down menu.
4Select the products you want to monitor.
5Click Save.
6Click Save on the My Notifications page.
2.2 Working with Organizations
If you are an Organization Administrator, you can specify who has access to information about
products, subscriptions, and other services that are listed for your organization. For information on
adding organization administrators, see Section 2.3.2, “Adding an Organization Administrator or an
Organization User to an Organization,” on page 25.
The following sections provide more information:
Section 2.2.1, “How Organizations Are Created for You,” on page 20
Section 2.2.2, “Belonging to Multiple Organizations,” on page 20

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Section 2.2.3, “Updating Organization Address Information,” on page 20
Section 2.2.4, “Viewing Another Organization,” on page 22
Section 2.2.5, “Requesting Access to an Organization’s Account,” on page 22
2.2.1 How Organizations Are Created for You
In Novell Customer Center, accounts are placed into organizations. For example, an organization
can represent a company and contain the systems and subscriptions registered to that company.
When you create a Novell Login account, you are added to a company’s organization if either of the
following is true:
The subscription was purchased under a Novell contract (xLA) tied to that company
An Organization Administrator added you as an Entitled User, a Group Administrator, or an
Organization Administrator
An organization is created for you if you
Register an evaluation product
Purchase an OEM or Red Box product and install it
Don’t enter a code upon registration
2.2.2 Belonging to Multiple Organizations
A user can be associated with multiple organizations in Novell Customer Center. This is useful, for
example, if a reseller needs to use a single Novell Customer Center login to view and manage
information for multiple customers.
A user’s role and access to information changes when switching to a different organization, based on
the user’s assigned roles in that organization. For information about the available roles, see
Section 1.2, “Who Should Use Novell Customer Center?,” on page 10.
For information about how to switch to another organization, see Section 2.2.4, “Viewing Another
Organization,” on page 22.
2.2.3 Updating Organization Address Information
To change the address information for an organization:
1Log in to Novell Customer Center as described in Section 2.1.2, “Logging In to Novell
Customer Center,” on page 15.
2Click Administration > Organizations in the left navigation frame.
3Select an organization.