FAQ - Logging a Case - online or phone

Version 12

    If you have an urgent issue and need immediate assistance, please do not hesitate to call us!

    Toll free: 866-828-3296

    Local: 970-266-4485 or 970-223-1888 x485

     

    Who can log a case?

    Registered, current ArcFM Solution customers and business partners can utilize the Log a Case functionality. We allow our customers to manage who is allowed to log cases within their organization. Per our GIS - Maintenance Policy, we allow two Administrators per organization to log cases. International customers should engage their local distributor/business partner as their first line of support.

     

    How do I get access?

    Administrators

    As the administrator for your organization, you will receive an invitation to your organization's private group within 8 business hours of registration. The notification will arrive in your exchange Inbox . Once you have received and accepted the invitation to your private group, you will see the group appear in Places. You can also search for your organization by name in the global search field in the upper right corner of any page.

     

    If you have not received an invitation to your organization's private group within 8 business hours please call us at 866-828-3296 (Monday - Friday, 8 a.m. - 5 p.m. Mountain Time) or you may send a direct message through exchange to Jason Sharp.

     

    Non-Administrators

    Only the administrator(s) for your organization will be given access to your private group after registering for exchange. If you believe you should have access but did not receive the private group invitation, please call us at 866-828-3296 (Monday - Friday, 8 a.m. - 5 p.m. Mountain Time).

     

    Now that I have access, how do I log a Case?

    On your organization's private group overview page, you will see the Log a Case button. Clicking this button will provide a form for you to complete for case submission. Once your case has been submitted you will automatically be taken to the case view. This is the interactive thread that you will use to manage your case. From the case you can provide new details, ask questions to the support engineer, read correspondence from the support engineer and even upload additional files pertinent to the case.

     

    How do I view and manage existing cases?

    Existing or newly logged cases can be reviewed on the overview page of your organization's private group. You can find your organization's private group in Places (at the top of every page) or by searching for your organization by name in the search field at that top right of any page.