Attention Authorized Callers: Use Your Esri Global Account to Unlock Incident Management Features on the Support Services Website

by Vin on December 2, 2011

Support Services is constantly updating the functionality available on the Support Services Website. The key to accessing all of the capabilities of the Support site is to login using an Esri Account (also referred to as Global ID or eCAS).

While anyone with an Esri Account can access certain functionality such as bugs online , customers that are considered ‘Authorized Callers’ will also have the ability to log email- or chat-based support incidents, view and manage your organization’s open support issues and more.

What is an “Authorized Caller”?
They are the folks within an organization who can open an official incident with Esri Support via phone, email or chat. Customers that have a valid maintenance contract with Esri Support are entitled to a certain number of “Authorized Callers.”

How is someone setup as an Authorized Caller?
Esri Support Reception (SSR) manages the authorized caller database within Support’s Incident Management System. Once an Organization identifies the individuals who will act as a Esri Support Authorized Caller, the following information will be requested by SSR:

  • Esri Customer Number
  • Customer Name
  • Customer Email Address
  • Customer Phone Number with Extension**If the last four digits of all phone numbers are unique for all Authorized Callers in an organization, an extension is not required. If all phone numbers end in the same four digits and the organization does not use extensions, generic 4-digit extensions will be generated and provided for validation purposes.

For example, I might provide the following:

  • Esri Customer Number: 123456
  • Customer Name: John Smith
  • Customer Email Address: jsmith@esri.com
  • Customer Phone Number with Extension*: 888-377-4575 x1234

This individual’s information would be added into Support’s Incident Management System and used to validate incident requests.

Creating and Configuring an Esri Account
Once Support has received the necessary information from an authorized caller, that caller is then ready to create a new Esri Account and link it to the Support database.
(If you already have an Esri Account you will not need to create a new one! Skip to the ‘Tying it all Together’ section)

Tying It All Together
After being added as an authorized caller and then creating an Esri Account, the final step to unlocking all of the functionality of the Esri Support website is tie the two account together through account validation.

  • Navigate to the Support website home page and enter your new Esri Account username and password into the Support Center Login dialog.

  • Once you have successfully logged in, click on the “My Support” button in the center of the page

  • A validation dialog will appear.

  • In order to validate your account, you’ll need to enter the following:
    • The same Customer Number you provided when becoming an Authorized Caller.
    • One of the following:
      • The last four digits of your unique phone number; no extension is required.
      • The last four digits of your company’s phone number, your extension.
      • The last four digits of your company’s phone number; the generic extension provided when becoming an Authorized Caller*.

If you have any problems validating your account or using the Online Support tools, please click on the Feedback button at the bottom of the Web page.

Once your account has been validated, you will have full access to the Support site. Some of the funtions you can use include the following:

As you start using the different functions, please use the Feedback button at the buttom of all Support pages. The Online Content team is always looking for comments and suggestions.

Related Links
Updates to My Support
Show Me the Incident
New Changes Coming Soon to the Esri Online Support Gateway Page

Allison R. and Halina B. – Technical Account Leads

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