Tag Archives: Support Request Form

Support.esri.com Webpage Update

esri

On March 13th, Esri introduced a restructured menu bar to help make navigation of the website easier, and to help customers find fast solutions to their questions. The screenshots below show the menu bar changes. The new menu bar has four top level links – Services, Support and … Continue reading

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Announcing New Features on the ESRI Support Request Web Form

ESRI logo

As many of our users may have already noticed, ESRI has recently revamped the way that we initiate support incidents via email with our users. These changes have been made to enable you to better access and communicate with our Support Analysts in situations where an email may be better to describe an issue.


By utilizing the new Support Request Web Form located on ESRI’s Support Center Web site, our aim is to enable you access to the appropriate Support Analyst more quickly, so they may begin troubleshooting procedures with a clear picture of the behavior you are encountering and the environment in which you are working.


With your assistance, this may be accomplished with a detailed and comprehensive snapshot of your issue:

Assessment Panel dialog box

In addition to a descriptive recap of what you are encountering within the ‘Assessment Panel’ (shown above) of the Web form, the ‘Product Support’ portion (shown below) ensures that your inquiry is routed to an ESRI Support Analyst best suited for your situation.

Product Support dialog box

We understand that it can be frustrating to answer the same group of configuration questions every time you call a technical support analyst.

Don’t you wish you could just pass all of your configuration information to an ESRI Support Analyst and get to the meat of your issue much faster?


Well, with the new ESRI Support Request Form’s ability to create and save System Configuration Profiles, you can!


What operating system are you working on? Just set it and forget it.


What programming language are you developing with? Just set it and forget it.


Which RDBMS are you using? Just set it and forget it.


Which Web Server are you …well, you get the picture.

system config dialog box
The above example displays a local utilities profile for their development machine which they have named “Springfield Dev”

We encourage our users to create as many profiles as are needed to communicate the various environments you work within every day. This way, when an incident is logged using the Web form, you can simply select the Profile Name that applies to your current situation to help Support Analysts begin assisting you immediately.


Finally, the ability to attach screenshots, error logs, word documents, as well as sample datasets in a ZIP file may all be included for immediate action on your issue. This enables you to upload up to 70 MB of data so that we are able to more closely identify with your issue.

ZIP attachment dialog box

It is our hope here at ESRI Support Services that you take advantage of these new methods of incident logging, so we are better able to support you in your work and, as a result, help you to be more productive and successful.

- Jon D., Geodata Support Analyst, ESRI Support Services



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