My Esri Series: AI-enhanced case submission in My Esri, part 2
Need technical support fast? In Part 2 of this My Esri series, discover how the enhanced My Esri case submission webform makes it easier to log a case and access AI-powered recommendations before you submit. This blog walks you through; the case creation process step-by-step, shows you how to create System Profiles saving time by preloading machine and product details and getting advice even before creating a ticket. A smarter, faster way to get the help you need. Visit here for part 1 in this series.
The case submission webform is simple to use and now enhanced with the possibility to get AI recommendations all while creating your case.
To get started, use My Esri Support, which allows authorized callers to create cases through a self-serve process. First, log in to My Esri with your authorized caller account and ensure you have the required privileges assigned by your Primary Maintenance Contact with administrative privileges in My Esri.
See more on how to add Authorized Callers here and How to Administer Users on My Esri.
Now, let’s walk through a case creation.
How to create a case in My Esri
Once logged into My Esri using your authorized caller account, navigate to the Support features on the main toolbar, click on the Request Case button to begin.
Access Support features in My Esri and select Request Case to begin creating a support case.
Step 1: provide the issue details
The Request Case page will present you with two case creation options:
- By choosing the product, version and operating system information each time you create a case.
- Or use a system profile (instructions are at the bottom of this blog).
Be sure to include as many details as you can when providing a description of the issue or error. List your workflow and your expected outcome. Include the steps leading to the issue or common troubleshooting you may already have performed as this provides your support analyst with a good start.
Get a head start by reading the blog 8 Ways to More Quickly Resolve your Technical Support Case. This is a textbook on what your analyst would be looking for.
Note: Do not include any personally identifiable information (PII) during your submission.
Provide the issue details for the case creation.
At this stage, with all the information provided, you may decide to make the most of the AI recommendations. Should you wish to continue without AI recommendations, simply click on the link ‘Or continue to create a case.’
If you’re curious, try clicking on the Get AI recommendations button. Our AI uses an in-house LLM which searches our library of technical support resources and generates a custom answer.
Carefully review the information, evaluate if the solution meets your needs and if the proposed solutions are the best fit. Always verify, you know your systems best!
Try Get AI recommendations!
If the AI-generated answer is not what you were looking for, you can click on the previous button and edit or add to the information provided. See if changes help with the suggested solution.
Still not finding what you need? Click Or continue to create a case to send your request to our technical support team. Your AI summary will be included with your issue description to help our support staff assist you more effectively.
Step 2: case request information
Here, you will provide a case title generally reflecting the issue, functionality or error you are encountering. You will need to select the appropriate category and subcategory.
Provide the submission details to categorize your case.
Continue and add any additional attachments such as screenshots, error messages or logs to the case.
Attach any relevant logs or data to reproduce or investigate further.
Validate the contact information for this case. Now, you may be the primary contact for the case, or it may designate another contact within your organization.
Step 3: ready to Submit
Review the final case summary page. Take a few moments to validate and update any information before you click Submit.
Watch it live here:
Pre-cook with System Profiles
Why will a System Information Profile save you time?
Your pre-built System Information Profiles will now be accessible when opening a case. Multiple can be created, whether your ArcGIS products are deployed on one or several machines and for as many environments as you may have in your organization.
From the main My Esri toolbar via Support, use the System Profiles link under Cases.
Creating System Profiles can make submission faster.
This leads you to the System Profiles Page showing all your built System Profile.
Create and manage all your System Profiles.
In this example, a System Profile was created for a student lab with multiple machines, each potentially running several installed products.
Expand a System Profile of interest to view all machines added within this profile.
View more information by expanding each System Profiles.
To begin, click the + Create System Profile button.
Start today by creating your first System Profile.
Step 1: Name your Profile
Give your System Profile a unique name and description.
Name your Profile.
Step 2: add the machine specifications
Enter the necessary machine environment specifications.
Add the environment specifications.
Step 3: add the products installed on this machine
Select the appropriate Product Details specific to this System Profile.
Finish creating this System Profile for use by clicking on the Add Profile button.
Add Product Information.
By setting up System Profiles in advance, they will be available when you request a case. Now available to select from the drop-down list of predefined profiles. When choosing a system profile, please make sure to select the appropriate one matching the primary machine and product for the case you are logging.
The AI-enhanced My Esri case submission webform is designed to help you get support more efficiently. By offering AI-powered recommendations during the submission process, the webform can help you find relevant guidance sooner, even before creating a case. If you do submit a case, our Customer Support team is always here to help you with your troubleshooting needs to find a resolution.