Tag Archives: incident
Need to call Esri Support? Referring to the charts below can help you navigate the phone tree faster when you call.
The information provided outlines the phone extensions used by Esri Support Services to route support incidents to the best analyst to assist with your particular issue.
- Identify the product that is associated with your issue.
- Locate the appropriate table from the following list of Esri products and technologies.
- Find the issue description that relates to your issue in the sub-list.
- When you call Esri Support Services,
a. Indicate whether you are calling about a new or existing incident,
b. Enter your customer number, the last four digits of your phone number and an
extension to identify yourself,
c. Enter the prompt numbers (a two- or three-digit key) from the table that relate to your issue.
Note: After the validation process (steps 4a – 4b), you can enter the two- or three-digit key at any time. You do not have to wait for the voice prompting.
For example, if I was having trouble with a map displaying in a Web application that was running on ArcGIS Server, I could locate the ArcGIS Server table and find the issue description that matched my issue, “Issue with Map not Displaying.” I could then use the associated three-digit key, in this case “342″, when I called Esri Support to connect to the best analyst for this issue.
Note: To meet customer needs, our IVR tree needs regular updates that can be implemented at a very short notice. We will try to keep our users posted through this blog for any substantial changes. This information is current at the time of publication and is provided as a courtesy.
- Esri Support Services
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
At times, it is necessary to send your data to Esri Support Services for further testing. For files that are larger than 2MB, there is the option to use a File Transfer Protocol (FTP) site. An FTP allows files to be transferred using a network.
Your Support Analyst can provide you with the FTP site address along with login credentials. Once you have this information, follow the steps below to upload your data.
Directions to upload to the Esri FTP site using Windows Explorer:
- Zip the data to be uploaded.
- Go to the FTP site using Windows Explorer by typing the FTP address into the address bar.
- Go to File > Login As…
- Enter the login credentials provide by your Support Analyst.
- Browse to the pub/incoming/(incident#) folder. If the incident folder has not yet been created, you can optionally create one here in the pub/incoming directory. (It is not necessary to include the pound sign (#) in the folder name. Just enter the 6-digit incident number.)
- Upload the file(s) here.
- When the upload has completed or if you encounter any issues with the upload, send an e-mail to the Support Analyst with whom you are working.
You can optionally create a readme text file with a description of the files/folders uploaded and include that in the folder.
It is important to note that the data is deleted from the FTP two days after it is uploaded. Keep this in mind when notifying the Support Analyst.
Other clients for accessing the Esri FTP
Also, Windows Explorer is one of the most common ways to upload data to the Esri FTP site, but Internet Explorer (IE6, IE7, and IE8) or FireFox 3.x are also valid options. There are size limitations imposed when using a Web browser to upload to an FTP site – IE6 has 2GB file limit and IE7 has a 4GB limit (http://support.microsoft.com/kb/298618). Size limits have been removed with IE8. In some circumstances, where the data is large or there is unstable network connection, transferring data from within a Web browser or Windows Explorer may fail. In these circumstances, you can use a free FTP upload client, such as Filezilla, which has built-in reconnection options.
If you cannot upload your data or choose not to place it on Esri’s secure FTP server, there are other options available for sending data – Support will accept physical media such as a DVD, USB thumb, or an external hard drive.
Understanding the process of using the Esri FTP site will enable us to get your data more quickly for testing and will allow us to work towards a resolution in an efficient manner.
- Timothy H., Support Analyst – Desktop Group, Esri Support Services – Charlotte, NC
Ever wonder why you get asked what your configuration is every time you call into Esri Support Services (ESS)? There is a method to our madness! Following up on a previous blog (Coming to a Resolution Near You), ESS does care what service pack you are using as well your operating system, database versions, and even if you are operating within a virtualized environment. We are inputting this information into our product drop-downs within each incident, which is then stored in our call tracking system. While we do have a record of what you last called in about, it is often the case that you may be a different contact, have recently upgraded/applied a service pack/patch, or may even be working on a different system than was previously being used when we last worked with you. Getting this out of the way initially might save you some serious time in troubleshooting your issue, as versions, service packs, and even bit versions can determine if you are encountering a known issue or bug.
It is also still important for us to get your configuration regardless of the type of issue you are seeking assistance on, as the configuration may come into play down the road. If you are just calling in about a general question, the functionality or behavior of what you are seeking help on may change between versions, so this is still important to document and have a clear understanding of.
The Product drop-down section is kept within each incident:
Feel free to let us know if you still have the same configuration as the last time you called in. Also, another helpful step when logging Web/email incidents is to copy/paste this information into a document and keep it handy to include in your requests. To take this even further, you can use the new webform and save your profile information under system configurations within your requests. More on this functionality within the webform can be found here in a previous blog post.
Keep your questions and issues coming and your configuration handy!
- Melissa J., Geodata Group Lead, Esri Support Services
Tool Time with ESS – The OIM Tool Initiative
To add value to your Support Center experience, ESRI is working to design and develop a new tool, tentatively called the Online Incident Management (OIM) tool. The OIM tool will provide a clear, effective Web interface for managing and reporting on your incidents with ESRI Support Services. In time, you’ll be able to use the OIM tool to:
- Communicate with your support analyst by adding new notes directly into our incident tracking system.
- Request a change in status for your incident, to have an incident closed, reopened, or escalated.
- Generate historical reports showing how your incidents have been logged and responded to over time.
- Review historical communications and detailed notes associated with each of your incidents.
The OIM tool is being prototyped using Adobe’s Flex technology and will be field-tested by various ESRI offices prior to general release, a process commonly referred to in the industry as eating one’s own dog food. This will help ensure that the finished product is both highly useful and effective. Watch this space for more information around the time of ESRI’s 2009 International User Conference this July.
—Jason H., ESRI Support Services, Global Metrics Program Manager