Report a Problem app

The HP SDS 2.0 feature "Report a Problem" app that allows users to report problems directly from the printer into JetAdvice. the Report a Problem app is an application that needs to be installed and enabled through the "On Device Services" before it becomes available through the front panel of the printer.  

  
Please see HP's supported device page to ensure your desired device is capable of this feature: https://jamanagement.hp.com/API/DeviceCapabilitiesUI/ 

This FAQ is broken up into 3 categories:
- How to enable the application in JetAdvice
- How to use the application from the printer control panel
- Seeing and responding to a reported problem in JetAdvice

How to enable the application in JetAdvice
First start by accessing the HP SDS enabled devices by:

1. Open the Admin>HP SDS menu in JetAdvice
2. Choose your device from the Devices tab by selecting the "i" to the left of the desired device name
3. Access the "Manage" tab
4. Change the Report a Problem to "Enable"
   Under the Behaviors section towards the bottom of the page
5. Press Save
   
   
   Please allow several moments for the application to get the installation instructions from HP's SDS servers then to also install the application on the printer.

How to use the application from the printer control panel
Users of the printers will be able to access a new feature from the front control panel of the printer to communicate messages directly to their JetAdvice account managers. JetAdvice users will be able to see and respond to messages directly from JetAdvice in the Events tab of the printer.

1. Users will launch the new icon "On Device Services" from the front control panel of the printer
2. Launch the "Report a Problem" application
3. Report a new problem by filling out the available fields and add a small description
4. Pressing "Submit" will send the message to JetAdvice Manager 

Seeing and responding to a reported problem in JetAdvice
This area describes how JetAdvice users will be able to interface with and react to user submitted problems from the printer.

1. Go to the Event tab on the device overview page
2. Click the "i" to the latest event titled "CustomerReportedProblem..."
3. The Details provides more information for the reported problem
4. Select the link "More details"
5. On the Diagnostics Event page choose the "pencil" icon to edit and modify a response back to the device
   NOTE: Closed messages sent from JetAdvice will remove the user reported problem after 3 days
6. The bi-directional communication will be logged in JetAdvice and the device until the problem is resolved and will only be available long term in JetAdvice.