Since My Support was launched earlier this year, it’s been streamlined and we’ve improved its performance. We deployed even more changes this week that affect process flows and the user interface.

ArcPad Bugs tab

Beginning this week, customers who don’t have a support maintenance contract for ArcPad will see that the ArcPad Bugs tab in My Support is gone. If you have a current ArcPad contract for support, or if you are an Esri International Distributor, this is unchanged: the ArcPad Bugs tab is still visible and can be used to view ArcPad bugs.

Submitting new incidents from My Support

We’ve streamlined the process to submit a new incident from My Support.

Up to now, validation of your support contract was required the first time a new incident was submitted through My Support and again when submitting a request through ‘Submit a new incident’ (aka: the Web form). This often resulted in having two separate Esri Global IDs to access My Support and the Web form.

Now, to submit a new incident, you can log in to My Support and/or the Web form using the same Esri Global ID. That’s where the process is a lot more streamlined: if you’re already in My Support, you only have to click on the ‘Submit New Incident’ button for direct access to the Web form.

Conversely, if you are already logged in to the Web form and, for example, you want to view all the incidents related to your customer number, you can access My Support directly, without having to use a different login ID.

- Web Services team – Esri Support Services