We’re here to help you with your Hexagon Geospatial products. In the Support Center our team of professional analysts is focused on you and the needs of your organization. We want to help you resolve any software issues that may be impacting your daily project work. This set of support guidelines will help you create support tickets, interact with analysts, and monitor your technical support questions.
Technical Support tickets allow you to interact with technical support analysts directly and follow up on an issue from beginning to end. Once logged into your account, you will have access to your personal account information and a list of your existing active and legacy tickets. The Support Center is divided into four content pages that allow you to direct and control all of your activities. These pages are accessed from the drop down arrow located beside your name. These content windows include:
Home - The Home page is divided into two tabbed pages the Details page and the Related page. The Details page provides all of the details related to to a ticket including content, comments and attachments. The Related Tab provides lists of items associated with a ticket such an abbreviated list of comments and the list of attachments. From the Home page you are also able to create new tickets, followup on existing tickets and edit your profile and account settings. Home can also be accessed from any page by clicking on the Home icon.
My Profile - The My Profile page allows you to view and edit information that is specific to your account including Name, Title, Manager, Company, Email, Phone number, Address etc. You may update your account information as needed.
My Settings - The My Settings page allows you to change personal settings regarding what you see, how you are contacted, and who in the community may view your information. The page is divided into 3 sections including:
My Account - The Account page is divided into two tabbed pages Details and Related. The Details page provides a detailed listing of all of your company account information. Nothing can be edited on these pages. Edits to record information can only be completed on the My Profile or My Settings pages. To change account pages click on the Related tab. This tab opens a list showing all contacts associated with this record. All current and legacy tickets including the ticket number, contact name, subject and priority. All Assets associated with this account, and your current and historical activities.
Click the New button and the Support Ticket interface will open. (Note if you are an HGDN member then you will need to select support ticket.)
Priority – Select your ticket priority.
1.Production Down – Problem causes loss of data, data corruption, or prohibits productive use of the system. No workaround is available.
2.Potentially Critical – Primary purpose of the system is severely impacted, but not totally prohibited. This includes aborts, but with no loss of data or data corruption. No workaround is available.
3.Minor impact – System produces invalid or incomplete results or restricts productive use of the system. The documented use of a command fails but a reasonable workaround is available that allows the user to continue working productively.
Subject – Short description of issue.
Description – Provide a detailed description of your problem. Please include what is happening and how it is impacting your workflow.
Steps to reproduce – Provide a detailed, step by step workflow that will reproduce the reported problem. We are not able to proceed unless we can reproduce the problem.
eMail to CC – If desired, send email notifications to another person regarding the ticket. Pls. note that this field does not support multiple eMail addresses.
End Customer – Click in this field to see a list of customers associated with this account.
Product – Click in this field to see a list of your available software products. If you have selected an End Customer then the Product field will be limited to the current products available for that customer.
Version – Please provide the version of the software you are using.( Note: It is important to always provide the correct software version being used as well as any service packs or hotfixes that might be loaded.)
When your ticket content is complete click the Confirm button. The ticket will activate and assign a ticket number. The ticket number is the identifier you will use if you need to contact us regarding your software issue. Ticket content can be edited at any time and additional comments can be added on the Ticket Detail page.
NOTE: To return to your home page click on the home button
If your product is not listed try selecting an End Customer to update the list of products available.
To edit an existing ticket simply click on the ticket number of the ticket you want to review from the home page. This will open the ticket. Click the Edit button on this page and all of the fields will re-activate. Make needed changes then click the Save button.
To add an additional comment to a newly created ticket, or an existing ticket, you will need to make sure the ticket is open. When open scroll to the bottom of the ticket. Here you will find a text field where you can add additional comments. Type in your comment and then click on on the green Comment button to add it. You may add as many comments as needed.
It is not possible to edit or delete comments at this time. If you need to change a comment or add additional information simply add a new comment on the Ticket Details page.
Open any active ticket and scroll to the bottom of the page. In the comment field there is a paper clip icon. Click on this icon and follow the instructions to add the attachment. After adding your attachment click on on the green Comment button to add it. You may add as many attachments as needed. Please note that there is a file size limit of 25MB for ticket attachments.
For larger attachments that exceed 25MB, please use the file transfer service. Simply click on the File Transfer button located on your home page. This will take you to our file transfer service FileCatalyst:
It is not possible to edit or delete attachments at this time. If you need to change an attachment or add additional information, then simply add a new attachment on the Ticket Details page.
All interaction between the customer and the analyst occurs in the comments section of the ticket.
Analyst interaction - When an analyst accepts a ticket.
Customer interaction - When the customer recieves notification of a response.
Yes you can close or reopen your ticket as needed. First open the ticket from your content list. To close or re-open the ticket simply click the long green button just under the ticket title. If the ticket is open it will say Close Ticket. If the ticket is closed it will say Re-Open Ticket.
NOTE: Do not use the Close button to return to your list of tickets. To return to your list of tickets click on the button.
Type any relevant words in the search field of the home page when you are logged in. If you have the ticket number you can also search with the number or part of the number.
Change or update your personal information on the My Profile page. Access the My Profile page from your home page by clicking on the down arrow beside your name.
To make changes:
Change or update your password or email address from the My Settings page. Access the My Settings page from your home page by clicking on the down arrow beside your name.
Account details can be viewed from the Home page dropdown My Accounts.
Any emails associated with your ticket can be found and opened from the Related List page accessed from the home page. Emails cannot currently be edited or deleted.
If you would like to speak directly with your support analyst please email them to request call/WebEx, or phone the call center at the number listed on the main support page. Please note: this number is for partners or USA and Canada direct customers only. International calls are referred to your local international partner.
We encourage all of our users to check out and follow the Hexagon Geospatial Community. Here you will gain, exchange, and share knowledge, or discuss topics with other Hexagon Geospatial product pioneers and experts to get the most out of Hexagon Geospatial products. Check the Discussion boards daily or simply subscribe to your favorite products. Look for suggested workflows or known issues in our Knowledge and Support section.
The Development Ticket is part of the Hexagon Geospatial Developer Network (HGDN) workflow. HGDN supports solutions built on top of Hexagon Geospatial software for custom projects or commercial resale. For more information on how to become a part of our developer network please visit our website here.
From the Home page, click the New button and select Development Ticket.
Subject – Short description of issue.
Problem Description – Provide a detailed description of your development requirement. Please include what the software does now and how you would like to change or enhance the workflow. For instance:
Product Family – Click in this field to see a list of your available software products. If you have selected an End Customer then the Product field will be limited to the current products available for that customer.
Desired Delivery date - Provide the date by which the software development is needed. Click on the calendar for easy selection.
Version – Please provide the version of the software you are using.( Note: It is important to always provide the correct software version being used as well as any service packs or hotfixes that may also be installed.)
Accept the Terms and Conditions – Please read and accept the terms and conditions.
When your ticket content is complete click the Confirm button. The ticket will activate and assign a ticket number. The ticket number is the identifier you will use if you need to contact us regarding your development request.
NOTE: To return to your home page click on the home button
A Development Ticket content can be edited at any time by opening the ticket and clicking on the edit button. When the ticket is activated you may add additional comments, or add attachments. Like the Support Ticket, the Development ticket is also divided into two tabbed pages: Ticket Details and Related List. The layout and workflow of the Development Ticket is the same as the Support Ticket.
When a ticket is submitted for Development, it will be reviewed to determine the effort needed to complete the project based on credits. (Credits are are purchased for your account and used for development.) When the estimate is completed:
We will do our best to meet the date specified in the approval request. Your support analyst will follow up with the ticket and manage the flow throughout the development process. The support analyst wiil be able to keep you up to date on the progress.
Log a support ticket as described above selecting the product "BackOffice System" to let us know you need our assistance in regards to the ticket system.
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