ThinkGeo Wiki

This page is read only. You can view the source, but not change it. Ask your administrator if you think this is wrong.
====== Map Suite Support Ticket Guide ======

ThinkGeo offer a ticket system to handle issues that are time critical or involve confidential data that cannot be shared with the community. We always suggest that for common questions or problems that you use the [[http://gis.thinkgeo.com/Support/DiscussionForums/tabid/143/Default.aspx|Map Suite Discussion Forums]].  The forums allow your issues and resolutions be shared with the community and accumulates a wealth of easy accessible data for the entire Map Suite community.

==== When should I use support tickets? ====
We suggest that for common questions or problems that you use the [[http://gis.thinkgeo.com/Support/DiscussionForums/tabid/143/Default.aspx|Map Suite Discussion Forums]].  The forums allow your issues and resolutions be be shared with the community and accumulates a wealth of easy accessible data for the entire Map Suite community.  Below are a number of reasons why you may want to open a ticket as opposed to using the public descussion forums.

  * The issue is of a sensative nature that cannot be shared with the community.
  * You need to include large data sets to re-create the issue.
  * The issue is specific to your application and you need to upload confidential source code.
  * The issue is relativly small in scope and very specific

//For issues that are larger in scope or require hands on real-time resources we suggest you consider  [[http://gis.thinkgeo.com/Services/tabid/199/Default.aspx|ThinkGeo's Professional Services]].//

==== How do I get additional support tickets? ====
When you buy or new maintenance for any Map Suite product you will receive a number of complimentary tickets. If you need more tickets they can be purchased through the [[https://onlinestore.thinkgeo.com/OnlineStore/Order?onlinestoreid=B17EF9E4-C118-4246-8E80-39B6E49F4AB6|ThinkGeo online store]].

==== What are the guidelines for a ticket? ====
When creating a ticket we suggest you provide as much information as possible.  The more quality inforamtion you provide the faster the issues can be resolved.  Below are a number of items we suggest that you include with any tickets you submit.

  * Stack Trace (If there was an exception)
  * Simple Sample Application (Demonstrating the issue)
  * Description of Setup (OS Version, Language etc.)
  * Frequency (Intermittent or Constant)
  * General Overview (Details on Layer, Overlays, Data Used)

==== Limitations of a Support Ticket ====
When troubleshooting support tickets there are a number of factor that influence the time and effort it takes to resolve an issue.  Under some instances a support ticket is not the best avenue to resolving an issue and professional services is more applicable. Below are some common guidelines to help set expectations regarding support tickets.

**Operating Systems & Tools **

There are multiple .net supported versions of Windows, Visual Studio, and the .Net framework available and it is impractical for support to test across every possible combination.  Our goal is to have the current version of the Microsoft OS and tools stack along with the previous version for testing.  This sometimes means that support on older platforms and tools may be treated as professional services and paid for per hour instead of on a per ticket basis.

**Hardware **

Our support staff are equipped with mainstream computer system to test issues which includes modern multi-core computers and a multiple monitor configuration.  There are limitations however on the hardware available to them and when testing specific issue outside of this configuration we may require the support be treated as hourly professional services work instead of a support ticket.

**Recreating Complex Environments **

Many application are designed using an array of technologies and software which can be difficult to recreate for testing.  This includes third party technologies such as message queues, accessing databases, etc.   We will do our best to re-produce the environment to re-create issue however there are practical limitation.  In these cases we suggest that you create a simple sample that isolates the specific map related problem.  We find that many times the process of creating the sample leads to the answer.  Creating the sample will allow us to identify resolve your issue more quickly.  In the case  you cannot create a simple sample we typically require the issues be resolved our professional services department.

===== Creating a Support Ticket =====
==== Log on the Customer Portal ====
The first step is to make sure that you have an account with ThinkGeo.  You can register by clicking the register link, in the upper right hand corner, on the [[http://gis.thinkgeo.com/|ThinkGeo GIS Homepage]].  If you have already done this then this is all you need to access the [[http://helpdesk.thinkgeo.com/helpdesk/login.aspx|ThinkGeo Customer Portal]].  You can also register from the [[http://helpdesk.thinkgeo.com/helpdesk/login.aspx|ThinkGeo Customer Portal]] page by clicking the 'Register Now' link below the Login button.

To login enter the user name and password that was send to you when you registered, see the screenshot below.  If you are unable to login for whatever reason please contact support at [[mailto:support@thinkgeo.com|support@thinkgeo.com]].


{{sourcekit:Map_Suite_Support_Ticket_Guide_Login.jpg?400}}

==== Create a New Ticket ====
To create a new ticket you need to select the 'New Ticket' link on the left side of the screen.  This will start a three step process to create your new ticket.


{{sourcekit:Map_Suite_Support_Ticket_Guide_New_Ticket.jpg?400}}

==== Select a Product ====
The first step of the ticket creation wizard is to select which support tickets you wish to use and which product you need support with.  When you purchase ThinkGeo products you are issues a number of support tickets.  These tickets expire after a certain amount of time so it is important to use the oldest set of tickets first.  When you renew your maintenance you will also get tickets and then can be used again the specific product.  Many time you will also be granted pre-sales tickets so you can experience the ticket system before you purchase.  These tickets can be used for any of the product ThinkGeo offers.


{{sourcekit:Map_Suite_Support_Ticket_Guide_Select_Product.jpg?400}}

==== Enter Details ====
During this step you need to enter the subject of the issues and the detail around the problem.  It is important that the subject be unique and descriptive for you and the support personal.  Please try and provide as much detail as possible in the description.  While we can correspond through the ticket it speed up ticket resolution if you provide detailed information when you create the ticket.  Below is a list of items you can provide to help speed up resolution.

  * Stack Trace (If there was an exception)
  * Simple Sample Application (Demonstrating the issue)
  * Description of Setup (OS Version, Language etc.)
  * Frequency (Intermittent or Constant)
  * General Overview (Details on Layer, Overlays, Data Used)


{{sourcekit:Map_Suite_Support_Ticket_Guide_Enter_Information.jpg?400}}

==== Review Details ====
This is the final step and allows you to review the ticket before submitting it.  At this point you can submit it or go back to a previous step and make changes.  Once the ticket is submitted the support personal will see it in their queue.  If you have an issue or mistakenly submit a ticekt you can update the ticket and describe the issue and also e-mail support at [[mailto:support@thinkgeo.com|support@thinkgeo.com]] so we can correct the issue


{{sourcekit:Map_Suite_Support_Ticket_Guide_Review.jpg?400}}

==== Tracking Progress ====
Once the ticekt has been create you can find the details of all of your open tickets on the customer portal dashboard. When the status if a ticket gets updated you will be notified via e-mail as the the new status and any comments left.


{{sourcekit:Map_Suite_Support_Ticket_Guide_Dashboard.jpg?400}}
User Tools

Site Tools

Page Tools
