Monthly Archives: December 2008

Getting the Most Out of Server Web Help

Top Ten Most Helpful ArcGIS Server Help Topics Countdown

Emeline here again! I polled the ArcGIS Server Usage team and came up with a list of 10 (well, actually, 11) topics that we use and recommend to customers every day. No matter how you use ArcGIS Server, whether you are an administrator, developer, or the analyst responsible for making the maps and models, these topics are worth adding to your Favorites folder!


10. Performance tips for web applications: What’s the best way to make a fast web mapping application for my customers? The tricks are in here.


9.5. Tuning and configuring services: What do all those service properties mean, anyway? Make your services work the way you need them by understanding these important configurations.


9. Working with configuration files: Need more from your services? Check out what you can change that isn’t available in the user interface… but make sure you make a back up first.


8. Checklist for authoring and publishing geoprocessing services: Your one-stop-shop for making sure your geoprocessing service won’t fail in ArcGIS Server. Includes links to all the other geoprocessing topics, too.


7. Authoring maps for publishing as KML: Includes all the important steps to keep in mind when preparing your map for KML capabilities.


6. Firewalls and ArcGIS Server: Firewalls are common in today’s system architecture, so make sure your’s is letting the good stuff out and keeping the secure stuff in.


5. Java: Managing GIS Server User accounts on Linux/Solaris: Get familiar with how Linux and Solaris handle the ArcGIS Server accounts.


4. Tips and best practices for map caches: While caches will help with performance, they are too space and time consuming to be created without checking out this best practices doc first.


3. Common problems and solutions: ‘nough said.


2. Preparing resources for publishing: The ArcGIS Server Object Container (ArcGISSOC) account is the quarterback in the Server game. It has to know all the plays and all the players. Use this topic to verify that the SOC has permission to all its resources.


1. Configuring a multiple-machine deployment: The granddaddy of ArcGIS Server help topics! If you have more than one machine in your configuration, bookmark this topic! Accounts, directories, and permissions… everything you need to know to set up your machines.







 - Emeline R., Support Analyst, ArcGIS Server Unit, ESRI Support Services

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Is Santa Claus Coming to Town?

Navigation Woes

Working in Support Services here at ESRI, we never know what kinds of incidents may come our way. With the Holidays approaching, we received an incident that we thought you, our users, might find interesting:



We go into production December 24th and our Mobile Applications still won’t work! We made a map using our North_Pole.ttf font on joined parcel data filtered by “LANDUSE=’Residential’”, and symbolized by the YOUVEBEEN field. We are using the Streets Network Dataset from the ESRI Data & Maps CDs to create the optimal route between these features. Using a domain STOPLENGTH and the subtype YOUVEBEEN field (because Coal only requires a three second stop), we finally got the Route all set up in ArcMap. But as soon as we publish to ArcGIS Server, we lose the special symbols from the North_pole.ttf file. Organizational policies restrict us to use only this font to symbolize our maps!


We’ve got the mobile service uploaded to our Trimble Bells 500x, but we can’t get the network data to respond to the GPS on the device. Bill Donner and Rosie Blitzen, our IT admins, won’t grant me administrative rights and Don Comet & Ella Cupid insist that nothing will replace a good old fashioned nose!


If you can get this fixed, there’s some cookies and milk in it for you!


Signed,


Rudolph T. R. N. Reindeer
GIS Manager
NorthPole, Inc.
90* 00’ 00” N


We, at ESRI Support Services wish you a wonderful holiday season! And we hope that our help allowed Rudolph and Santa to get to you and make all your holiday wishes come true!

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What Do You Think of Our Knowledge Base Articles?

How to send us feedback about the knowledge base articles:

The ESRI Support Services Documentation Group, who oversees the workflow and quality of online technical articles, is always looking for ways to improve the knowledgebase articles. For that reason, we appreciate the time users take to submit their feedback and treat all comments with very high regard.


Did you ever want to share your ideas about an article, but didn’t know how to send it to us? Actually, when you have the article open, you are just three clicks away from the feedback form. Here’s what you do:



  1. At the top or the bottom of any open article (see 30037 as an example), look for the small icon marked “Article Feedback”.

  2. Click “Display Feedback Form”

  3. Check the pre-written feedback statement(s) that apply, and if you want, add your own comments in the textbox.

  4. Rate the article 1 to 5 stars (optional).

  5. Add your e-mail address (optional).

  6. Click Submit.

What happens once you submit your feedback? It is routed to the specializing Support Senior Technical Lead (SSTL), who determines whether or not the article needs editing, based on the feedback.


Feedback such as “Great Article!” and other positive comments are forwarded to the creator of the article and their direct supervisor.


Feel free to comment on the articles as often as you’d like.


— ESRI Support Services Documentation Group




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A World of Information at Your Fingertips

How to Contact Support

Every once in a while, a user will submit a technical question or issue via this blog. While it’s true that comments and e-mails to this blog are monitored by ESRI staff, the people monitoring this blog lack the expertise to assist you with your technical questions and issues in the depth and with the detail you deserve. 


If you have a technical issue or question, here’s a list of ways to get help. Skip to the bottom of this list, if you want to contact an ESRI Support Analyst.



  • Search the ESRI Support Center: The Support Center contains answers to many questions, plus lots of other information. You can use the Search box near the top of the Support Center home page. To enhance and/or filter your search, click on the ‘Open my search options (default)’ link below the ‘Search the Support Center for’ text field.


  • how to search a single site with google


    This opens the Search Options tabs. Within the Search Options, you can filter your search by product and by the specific area in which you are looking to find your information, as well as the order and number of results returned by the date created (if so desired).


  • Use the forums: The ESRI User Forums are a great way to get help and advice from other real-world users of ESRI software, like yourself. You can search (see above) or browse the forums to see if others have already gotten answers similar to what you’re looking for. If you log in to the Support Center, you can post your own questions to the User Community, and be notified via e-mail when others respond.


  • Contact an analyst: There are two ways users in the U.S.A. can contact us:


    • The Online Support Request Form (ESRI Global Account login required)


    • Call ESRI Support Services toll-free at 1-888-377-4575


    • Users outside the U.S. should contact their local ESRI Distributor for assistance.


    • For more information, including our business hours and other ESRI Support policies, click here.

—Jason H, Online Support Resource Manager, ESRI Support Services







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Support Services Representatives – Leadership and Day to Day

Introducing Josh B., Desktop and SSR Unit Manager


Hello all, my name is Josh B. and I am the proud manager of both the Support Services Representatives group and Desktop Unit within ESRI Support Services (ESS).


Analysts in ESS are broken down into specific units based on technology and are responsible for troubleshooting all incoming phone and email incidents. These units are Desktop, Server, Geodata, and SDK. Having analysts split into these units has allowed ESS to consistently deliver high quality support.


Since the majority of ESS call volume comes from our Desktop and Extensions products, the Desktop Unit is our largest team. Like all of the ESS teams, our Desktop Analysts take tremendous pride in providing both timely and efficient support to you, our customer.


As for me, my journey within ESS began 5 years ago in the Desktop Unit as a GIS analyst. As an analyst, I was able to develop my customer service skills to ESRI’s high standard of excellence. At the same time, I gathered an extensive array of technical knowledge.


Helping customers gave me a great amount of personal satisfaction each day as an analyst. With that experience I have advanced my career here to work as an ESS Unit Manager. My main focus has continued to be to ensure that every customer helped by the Support Analysts on my team is receiving the same high standard of service that I personally provide.


If you have any comments or questions, please feel free to leave them in the comments section. I hope all of your experiences with ESS have been positive, and we look forward to providing you with our continued world-class support.


— Josh B., Desktop and SSR Unit Manager, ESRI Support Services





Where Our Race to Your Solution Begins


The Support Services Representatives are the front line for ESS. They are the individuals you speak with when you first call into support. The following describes what the SSRs’ job entails from an SSR perspective:


As a member of the Support Services Representatives (SSR) team, and more largely of the entire ESS team, I recognize it is our responsibility to ensure that all of our users get the help they need. Our primary goals are to ensure that every user who we come into contact with has a positive experience, and to make certain that our users have confidence that their questions are important to us and will be treated as such. In this spirit, we carefully and accurately log all inquiries into our system and work diligently to get all customers routed to an analyst with expertise in the technology that they are using, including but not limited to the following:



As simple as it may sound, our job really is to listen to our users. It is only after listening to the problem (sometimes a concise one line question and other times a detailed description of the project) that we can accurately direct their incident to the right analyst. It is this interaction, and the satisfaction of helping all of our users that makes the job of an SSR rewarding.


— Jessica H., Support Services Representative, ESRI Support Services







Preview of Next Week’s Post


The voice of Jason Hine, Our Global Metrics Manager familiar to some, will be returning next week with some tips and tricks for your reading enjoyment!







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