NetIQ Customer Center Frequently Asked Questions


How can I be added as an authorized user for my organization in the Customer Center?

If you know of an existing administrator in your organization, that administrator can add you as an authorized user. If you do not know your administrator, or are the first authorized user in your organization, please contact entitlements@microfocus.com.

Where do I download my product software?

  1. Select the Software link in Customer Center.
  2. Find the product you want to download from your Entitled or Purchased Software lists.
  3. Select the down arrow icon on the product row to begin the download.

What is the difference between Purchased Software and Entitled Software?

Purchased Software is a list of products based on your purchase history.

Entitled Software is a list of products that you are entitled to use as a result of purchasing or maintaining other products. For instance, if you have purchased Novell ZENworks® Configuration Management, you are entitled to use Novell Service Desk.

I don't see all of my products, where are they?

There could be a few answers to this question:

  1. There is now a unique Customer Center for each product brand—Micro Focus, NetIQ and SUSE®. Products that might appear missing may be in a different Customer Center. Use the drop-down menu on the top left of the Customer Center header to quickly navigate to the other Customer Centers to find additional products.
  2. Be sure to check both Purchased Software and Entitled Software selectors on the Software page.
  3. Products that have reached end of life or are no longer supported might not be visible in Customer Center.

I don't see the older version of the product software I have installed, or want to install. Where do I find it?

Customer Center will display the latest two versions of each product on the Software page. If there are additional supported versions available, you will see a View Older Versions button that allows you to expand the version set.

Products that have reached end of life are no longer supported or distributed and will not be accessible in Customer Center. A current product list can be found at www.netiq.com/products/. Please contact your Sales Representative for information on how to acquire a supported version of the product you're looking for. If you do not know who your Sales Representative is, please contact one of our local offices for assistance at www.microfocus.com/about/contact.

Where can I find my product license key, license file or activation code?

  1. Select the Software link in Customer Center Toolbar.
  2. Find the product for which you need a license key, file or activation code.
  3. Select the key icon on the product row.
  4. Customer Center will display product keys or files.
  5. Copy or download your key.

Where can I find product patches and updates?

  1. Select the Software link in Customer Center.
  2. Find the product for which you need a patch or update.
  3. Select the Patches link on the product row.
  4. You will be directed to a list of available patches for that product.
  5. Download the required patches.

Why are the download, keys, patches or support icons and links greyed out?

The icons and links may be greyed out for one or more of the following reasons:

  1. Your user account is restricted. Check your rights on the User page. Users with admin rights in your organization can grant access to Customer Center features.
  2. Your product maintenance or subscription has expired.
  3. The product may not have, or require, a download, key, patch or support offering.

Why do patches have a lock symbol next to them?

Some patches require current product maintenance or a current product subscription. Contact your Sales Representative for information about your maintenance or subscription agreement. If you do not know who your Sales Representative is, please contact one of our local offices for assistance at www.microfocus.com/about/contact.

Where can I find information about my purchase or order history?

Information about your purchase or order history may be viewed in the Software, Order History tab in your customer center, for further information please contact entitlements@microfocus.com.

How can I subscribe to, or unsubscribe from, Patch notifications?

  1. Select the Software link in Customer Center.
  2. Find the product you would like to subscribe to, or unsubscribe from.
  3. Use the Patch Notification ON/OFF switch at the end of the product row to enable or disable notifications.

How do I submit a new service request?

Option 1:

  1. Select the Software page link in Customer Center.
  2. Find the product for which you would like to submit a service request.
  3. Select the wrench icon at the end of the product row.
  4. Complete the form and submit the request.

Option 2:

  1. Select the Software page link in Customer Center.
  2. Find the Create New Service Request button on the right side of the page.
  3. Complete the form and submit the request.

If you are unable to create a service request, you have either not been granted Support rights by your administrator, or your organization does not have any Support entitlements. Click on the Users tab to see a list of Administrators in your organization and request Support access.

I don't see all of my support requests, where are they?

Find the Support page in Customer Center. Check the left side of the page for a list of your support requests. Some requests may be hidden if you have applied a filter. If you look above the list, you can see and remove any filters.

You may also have more than one list of requests. Use the page carousel to advance through the list pages.

An export feature located above the list of requests allows you to export all requests in a spreadsheet or other file format. This feature may assist in finding one of many requests.

I have a long list of service requests, is there an easy way to find the one I'm looking for?

The filter feature, located above the request list on the Support page, allows you to filter your service requests to condense your list. You can also use the export feature to export all of your service requests to a spreadsheet format for additional data finding and organizing features.

How can I remove a user from Customer Center?

Note: You must have admin rights in order to remove users. Changes you make to users will be visible upon your next login.

  1. Navigate to the Users page link in Customer Center.
  2. Select the trash can icon for the user you wish to remove.
  3. Select the Delete User button at the warning prompt.

How can I add a user to Customer Center?

Note: You must have admin rights to add users. Changes you make to users will be visible upon your next login.

  1. Navigate to the Users page link in Customer Center.
  2. Select the Invite User button.
  3. Enter the user email address and the access level required.
  4. Click Send Invitation.

You can see a history of invitations by selecting the Invites button on the Users page. Note that the invited individual must have or create a customer center login to access the site. Click here to create an account.

What do user rights allow me to do?

User rights allow you to view all products, support and users you are associated with. You may also have rights to access product downloads, keys, patches and support. Contact an admin user within your organization if you need additional access or rights granted.

What do admin rights allow me to do?

Admin rights allow you to do everything a user can do as well as:

  • Add and remove users.
  • Update Access Level (Admin/User).
  • Control product download rights.
  • View and access all product downloads, keys, patches and support.

My Customer Center question is not listed here, how can I get an answer?

For general Customer Center usability questions, please contact entitlements@microfocus.com.