Bringing you another member of our support staff, we interviewed Stephanie who is a support analyst from the Charlotte, NC office. We talked with Stephanie about everything from her hobbies, a recent trip to the South East User Conference, and Stephanie’s career at Esri after studying geography at UNC Chapel Hill.

Support Services Blog: Tell us a little bit about yourself and how you got into GIS?
Stephanie: Growing up I lived in Wisconsin and Michigan, but I would consider North Carolina my home. My dad got me into GIS with his career as a weather man. He is always working with maps and his passion for weather really inspired me and in turn got me interested in the environment. As I got older, I realized the environment was a lot more complex when you added humans into the mix. This helped me to develop a curiosity about geography and from there GIS was the ultimate tool to understand this connection.

SSB: What brought you to Esri?
Stephanie: In my job search, I was always considering the companies I heard of while in school. Esri seemed like a good place to try since it was mostly what I learned GIS on and they are a leader in the GIS industry. I was very fortunate to meet some Esri employees at a career fair at UNC Charlotte and before I knew it I was showing up for my first day at work!

SSB: Tell us a little bit about your role as a desktop support analyst and what you like best about being a support analyst.
Stephanie: Since this is my first real GIS job, I had a lot to learn. It was a challenge from day one to absorb all the information about the parts of GIS I had never used or even heard of. But this challenge is one of my favorite parts about working in support, I am always learning every single day. In desktop, we work on a wide range of issues. My most favorite is working on geoprocessing incidents that come in as I enjoy figuring out suitable workflows for users or what is causing the tools to fail. Geoprocessing is what really led me to learn Python, which is now my favorite specialty. It really is amazing what things you can do with this simple language to automate your processes and workflows. It’s also like a game to me to try and figure out the minor things that need to be changed or done to make the script work perfectly. I know, I know, you probably think I’m crazy to think coding would be any kind of fun!

SSB: How do you describe to family members and friends what you do for a living  supporting Esri products?
Stephanie: I still don’t think I have this worked out yet. Sometimes I try to explain that I work with maps for a living. However, when I tell people that I work in a support center, I often end up getting dragged over to my family member’s computer to fix random issues with their OS (usually having nothing to do with GIS!). It seems like it has always been hard to explain to people what one might do with geography and GIS, but if they would just think more about the connection place has with components of society and the environment, they would realize it is a lot more important that just knowing where things are on a map.

SSB: So what have you been up to lately at work?
Stephanie: Recently, I attended the South East User Conference in Orlando, Florida. It was like a mini-UC for any of you who have been. It was a ton of fun to meet GIS users face to face and help people directly face to face. It is also great to see all the cool projects that people are using GIS for in their day to day lives. And you’re probably thinking, “Orlando, Stephanie… tell us you went to Disney too!” Well how could I not! I was a girl on a mission and hustled around to three of the parks. I needed to get back to my desk just to have a break. But for those of you who’ve never been to an Esri conference, go! Even if you can’t make it to the big one in San Diego, go. It’s a great experience to meet people who share the same passion for GIS and to learn new things about what is happening in the world of GIS.

SSB: Tell me a little bit about yourself outside of work. Are there any hobbies that you enjoy?
Stephanie: Outside of work, I enjoy painting. I’ve been oil painting for over a year now at the civic center near my house. I love it because time just slows down and my brain can take a break from all the learning that I did throughout the day. I also just recently adopted a dog. He is a basset hound mix; you know the short legs, long body. He’s a cutie. We enjoy taking long walks on the greenway near our house. I also enjoy photography; I do okay, with a good picture every once in a while.

Previous “Getting to Know Esri Support” Interviews

- Todd S.
- Gaurav N.
- Shan C.
- Grant R.
- Sumedha S.
- John G.

1. Go to File > Import…
2. Select Project > Existing Projects into Workspace.

3. Select the root directory and then select the project to be imported.

You can also choose the option to copy the project data over.  If this option is not selected, the project content will be linked into the workspace.

Once the import process completes, the projects folder will display in the navigator for the current workspace.  If it does not show, you may need to refresh the worksapce (File > Refresh Workspace).

Timothy H. – Raster/3D Support Analyst

You can access this tool by navigating to the ArcToolbox > Data Management Tools > Layers and Table Views >  Make Query Table. To perform this, your tables and/or feature classes must be in the same location (the same file, personal, or SDE geodatabase).

Steps

1. First add your table, then your feature class to the Input tables box.
2. Select the Fields you want in the resulting table view.
   *If you want to include geometry in the output and not just a table view, be sure to select the shape fields.
3. Click SQL. Write a statement similar to the one in the following graphic. This statement is basically saying, give me all records that match between the table and the feature class. Click OK.
4. Give your Table a name.
5. Select the option to use Virtual Key Fields.
6. Click OK.
7. Once this finishes running, export the output to a new feature class, as this is only an event layer and will not save outside of the MXD.

For more on this tool, please visit the Resource Center help page for the Make Query Table tool.

Lucas D. – Desktop Support Analyst

Before we begin, lets review a couple of best practices (things that are good to know) that we should understand prior to engaging in any configurations.

First, have a quick look at the documentation regarding exporting the ArcGIS Server 10 for Java web service and REST handlers. The Tomcat web server that ships with ArcGIS Server for Java should be used for development and ArcGIS Server administration. It’s not really meant for handling the load of production work. We recommend using ArcGIS Server manager to export your REST, web service, and token applications out to a standard .WAR file and then deploying those .WAR files to your favorite J2EE web server for production use.

Second, regarding security and OGC services:

It’s important to recognize that there is no provision in the OGC spec for token based authentication with OGC services. This means that if you’d like to secure your WMS, WFS, or WCS Services, you’ll need to use a more standard authentication mechanism other than the Esri provided token service, like HTTP BASIC or DIGEST authentication.

Out of the box,  without deploying the GIS Server handlers to an external J2EE server, ArcGIS Server for Java will be limited to a single authentication mechanism. However, as we’ll discuss below, we can work around this limitation by deploying multiple web services handlers – each with it’s own authentication mechanism.

To accommodate this configuration, we’ll use Tomcat 7 (either 32- or 64-bit is fine, just be sure that if you’ve got the same bit level Java installed as whichever Tomcat you choose).

While you’re setting up Tomcat, since we’ll be working with authentication, you’ll also want to stand up HTTPS/SSL. Otherwise, your credentials and tokens will be passed in clear text over the wire. In my testing, I generally create a SSL repository and self signed certificate using the keytool command. SSL is required when working with the token service with ArcGIS Server for Java, and there is not a supported way to disable this requirement like there is in the .Net product.

After Tomcat is installed and configured with SSL, set up your security store. For this example, we’ll set ArcGIS Server to use ArcGIS Token Authentication and enable security for your services. Test to verify that security is working.

Next, we’ll export the SOAP (web services), REST, and token service handlers, and then deploy them to the external instance of Tomcat and test to verify that the services can be reached. When I export my web handlers, I usually stick with generic application names, like ‘REST’, ‘Services’, and ‘Tokens’.

When you’re configuring the SOAP and REST handlers, make sure that you enable authentication using the ArcGIS token service, and make sure that the token service URL is pointing to the token service handler deployed on the “external” instance of Tomcat.

After they’ve been successfully deployed to Tomcat, test to verify that you can reach your REST endpoints and service WSDLs. Keep in mind that unless a new context path is explicitly defined, these applications will deploy to the root of the web server. That means that your URLs to your service endpoints will look similar to these (using Tomcat’s default HTTPS port):

https://myserver:8443/services?wsdl

https://myserver:8443/rest/services

Once you’ve tested to verify that the service handlers are working as expected, including requiring authentication to the secured services, it’s time to deploy another services handler. This one we’ll use to access our secure OGC services. In this case, since we know that OGC services do not support token based authentication, we’ll configure the services handler to use basic or digest authentication. We can use the same security store created earlier when we secured the services, but we can’t use the token service.

Export this application as a .WAR, and name it something like “OGC”.

Keep in mind that since we’re now using an external instance of Tomcat, we’ll also need to make a quick modification to the tomcat-users.xml file. Otherwise, Tomcat won’t be able to recognize the users and roles you set with the internal Tomcat and service handlers that were created using the ArcGIS Server Manager GUI experience. By default, you’ll find that file here: C:\Program Files\Apache Software Foundation\Tomcat 7.0\conf

Open Tomcat-Users.xml with a text editor and uncomment the users and roles section, then add lines to this file to match the users and you’ve created you created in the GIS Server security store, like this:

Finally, give the Apache Tomcat service a restart so that Tomcat recognizes the new users and roles.

You should then be able to pass credentials to reach your OCG services, like this:

https://myserver:8443/OGC/myservice/mapserver/wmsserver?request=getcapabilities

That’s it!

To summarize, because OGC services do not support token based authentication, we essentially exported two sets of service handlers: one for our REST services using the token service, and another for our OGC services using basic or digest authentication. Services delivered over SOAP may be authenticated using either endpoint, depending on the requirements of the client application.

Randall W. – Server Support Analyst

Last month we extended ArcGIS Ideas by adding ArcGIS Workspaces. Workspaces provide a way to collaborate on ideas with other members of the GIS community in a secure environment. (Check out Esri Presents ArcGIS Workspaces! to learn more.) This week we added the ability to request new workspaces and to access workspaces directly from the idea in ArcGIS Ideas.

The “Request Workspace” button appears next to ideas that have over 500 points and are not already implemented, under consideration, or deferred.

The “Access Workspace” button appears next to ideas that have already had a workspace created. Clicking this button sends a request for permissions to access this workspace.

Those who already have permissions can enter the workspace through the Workspaces link on the ArcGIS Ideas main page. Users can also request a new workspace directly on the ArcGIS Workspaces site.

Additionally, we’ve added a way to report abuse in ArcGIS Ideas. The “Report Abuse” link can be used to send messages to the site administrators about ideas or comments that do not contribute to a respectful and tolerant environment.

We are always looking for ways to provide better collaborative tools for the GIS community through ArcGIS Ideas and ArcGIS Workspaces. If you have any comments or questions, please email us, leave a comment below or submit a new idea!

Joe – Online Support Resources

"The fabled blue marker, what do you do?!"

Our lives are filled with things we often overlook. Case in point, what are the little blue reflectors on the road that you see on the way home from work every day? I’ve tried to establish a pattern. Are they marking the center of the lane? Sometimes they’re right on the road center line, sometimes they’re right in the middle of your wheel path, thump thump, and sometimes they’re barely on the road at all. If you look, you’ll see them all the time; you just have no earthly clue as to what they actually do.

The OLE DB connection is not so different. It’s always sitting there in ArcCatalog staring right back at you under Database Connections. You usually skip right over it on your way to adding a Spatial Database Connection. Today, however, I urge you to stop, peer under the hood, and look at what an OLE DB connection can do.

The OLE DB connection is a window into the abyss, a.k.a. your geodatabase repository. This area is typically off limits. Perhaps your DBA isn’t a fan of people tinkering around in the RDBMS. Esri typically says “hands off” as well, since we don’t usually support errors caused by messing around with the underlying repository tables. Their sensitive nature aside, these tables can be quite helpful and using an OLE DB connection to access them is read-only, so it’s also safe. Your DBA can rest easy.

Many of the problems you might have during the course of a normal week might be sniffed out by using this connection. I typically use mine at least once a week, maybe even three or four times depending on how heavy my workload is. I’ll give a couple examples on how this connection can help.

Pretend, for a moment, that you’re trying to take your geodatabase to a fully compressed state (i.e., State 0). The dialog indicates that the process has completed successfully, but since you’re a rock star GIS professional, you know that a successful compression is not always indicative of a full compression.  So you crack open the OLE DB connection, scroll down to your compress_log table, and look up your end_state_count. It reveals that you have a count of 1. Since 0 is a state and is always present, you know that a count of 1 indicates that you’ve successfully achieved a full compression.

But what if the value isn’t 1? What if the end_state_count reveals that there are two states remaining? Not a problem, you scroll down to the state_locks table, revealing that state_id 233 is being locked by sde_id 622. You then deftly maneuver up to the process_information table and you find that sde_id 622 is your SOC account. Then it dawns on you, you never did disconnect your web server, so you stop your web server, freeing up this connection and it’s resulting locks, compress again, and you’ve achieved full compression, all without ever cracking open Management Studio or SQL Developer and freaking out your DBA.

"Ye Ole Db Connection"

Making the connection is relatively easy. Microsoft OLE DB connection drivers, which can handle Microsoft SQL Server and Oracle databases, are automatically installed. However, you may have to install the drivers for PostgreSQL databases yourself. Once installed, just click on “Add OLE DB Connection” within ArcCatalog, highlight the provider you want to use, fill out the requested information, and test the connection. If successful, click OK and you’re in! I know you 10.1 users are out there too. Don’t worry, the link to opening an OLE DB connection is no longer on your ArcCatalog tree, but it’s still around. It’s now a button for your toolbar, so just click on Customize, go to Customize mode, select the Commands tab, highlight ArcCatalog, and drag the Add OLE DB Connection to your toolbar.

Good luck!

Oh yeah, the next time you see a blue marker on the road, glance to the right. I bet you’ll find a fire hydrant.

Steven E. – Geodata Support Analyst

Edited on 4/27.

The Application Configuration Manager could be used to allow or prevent the usage of specific ArcGIS Explorer functionality like the analysis tools or to add new functionality, but couldn’t be used to persist a URL to a specific geoprocessing service. The user thought it would be great if ArcGIS Explorer could be provided to users in such a way that the references to add-ins and geoprocessing tasks remained in place for users installing ArcGIS Exolorer for Desktop thus saving clients the time it may take to set up the environment as desired.

There are two places that ArcGIS Explorer for Desktop keeps reference to data layers:

1. The default .NMF document itself
2. The add-ins folder

After saving the default document in ArcGIS Explorer, use these simple steps to homogenize the Explorer experience for all employees in the department.

1. The admin should:

• Copy the folder “C:\Users\<username>\AppData\Roaming\ESRI\arcgis explorer\AddIns” to a place accessible to network users.
• Copy the file “C:\Users\<username>\Documents\ArcGIS Explorer\My Default Map.nmf” to a place accessible to network users.

2.  The users should:

• Install ArcGIS Explorer.
• Copy the ad-ins folder referenced above to the corresponding location on their local machine.
• Copy the ‘My Default Map.NMF’ to the corresponding location on their local machine.

When ArcGIS Explorer for Desktop is started on the user’s machine, the experience should be identical to that of the application set up by the administrator.

Randal W. – ArcGIS for Server Support Analyst

First, determine if Support Services is the best resource for the issue. Depending upon your question, it may be better answered by one of the other Esri teams.

The Right Resource, At The Right Time…

Be sure to check that you have installed the latest Patches and Service Packs. Many bugs are fixed within these updates. You can search for bugs on the support site as well.

Think you’ve found a bug… search for it online

Decide on how you plan to contact support, and ensure that you are an authorized caller (Attention Authorized Callers: Your Global Account Can Unlock Features on the Support Services Website). There currently are three contact methods (phone, email, and chat), and the following information can help you better utilize each one.

• Understand Esri Support’s phone tree to connect with the appropriate analyst.
  Navigating Esri Support’s Phone Tree
• Understand how our system email works.
  Successful e-mail communication with ESRI Support Services
  Waiting to hear back from us… Did you check your SPAM??
• Understand when to use chat.
  Chat with an Analyst

Once you begin working with support there may be times when you may need to share sample data. Here is some information on properly preparing your data before sending it to support.

Tips and tricks for sending data to ESRI Support Services
Using the Esri FTP site to send data to Support Services

Here are also a few other blog posts that address specific products:

Show Me the Incident! (ArcGIS Server)
Help! My Python script isn’t working! (Python)
Tips for Customers Dealing with SDK Incidents (SDK)

Timothy H. – Raster/3D Support Analyst