If your support case is attached to an existing defect or has been diagnosed as a new defect with our software and it is adversely affecting your business, you can escalate the defect through for additional consideration in upcoming releases.
A defect can only be escalated if the following conditions are met:
- Your organization must have active software maintenance
- The defect has not already been escalated by another user within your organization.
To escalate a defect, follow the steps below.
1. Go to the My Esri Site and log in using your Esri Account.
2. Click on the ‘My Organizations’ tab and pull up the organization associated with your customer number. Then click the ‘Support’ tab. Continue reading
My name is Andrew–you can call me Drew–and I’m a Desktop Support Analyst with Esri Support Services. If you’ve ever called us to talk about a Python issue, you’ve probably spoken to me! I get a lot of positive feedback from the people I speak with about troubleshooting Python scripts, and I’d like to share the most popular advice I have to give. Whether you’re learning to code for the first time, or just getting started with the ArcPy site package, these tips and tricks should help you get your script back on track and closer to completion. Continue reading
Posted in ArcGIS for Desktop
Tagged Analyst, ArcCatalog, ArcGIS, ArcGIS Desktop, ArcMap, arcpy, Esri Support, ESRI Support Services, Geoprocessing, python, scripting
Are you going to the Esri Developer Summit this year? Are you hoping to run into one of your favorite Technical Support Analysts to get some special assistance? Come see us at the GIS Technical Support Island (TSI). Continue reading
Interested in deploying a person or crew of workers to edit your authoritative geographic data in the field without needing a connection to the internet? We are too! Collector for ArcGIS is the perfect client for you if your mobile … Continue reading
Posted in ArcGIS for Server, ArcGIS Mobile
Tagged ArcGIS Online, Collector for ArcGIS, disconnected, disconnected editing, Download, Editing, feature service, field, field editing, Offline, offline editing, Portal for ArcGIS, synchronization
Are you unable to view the Support tab in My Esri? Can you see the Support tab, but not the buttons for Request Case or Chat with an Analyst? We can help. Continue reading
Esri Support has launched an updated version of the Support Request Form, now known as the Request Case web form. You can access the Request Case web form from the Esri Support website home page by clicking the Support Request … Continue reading
As a support analyst, we get a range of fun issues to review. These issues may be specific to the user’s environment, data, workflow, etc. Sometimes, we may notice an influx of calls pertaining to a single workflow. When this happens, we revisit the resources our users have available to them, and ensure that the documentation clearly describes how to execute workflows.
One of these workflow issues we have seen in the call center lately has been working with schema changes in replicas. For example, after creating a replica, you realize you need to add a field to a certain feature class, or remove a domain that is no longer necessary. This blog hopes to make this workflow more intuitive with a few tricks that will help the replica gurus out there efficiently deal with schema changes. Continue reading
Edit: February 19, 2016 – ArcPad 10.2.2 (or earlier) users utilizing the Trimble Positions for ArcPad post-processing software in their workflows may now safely upgrade to ArcPad 10.2.3, as the Trimble Positions for ArcPad extension (and the February 2016 update) … Continue reading
Beta versions of Esri vector basemaps are now available through ArcGIS Online as vector tile layers. These vector basemaps are accessible as both ready-to-use web maps and as vector tile layers you can add to a map. Additionally, vector basemaps include a variety of styles, some new … Continue reading