サポートアナリストとして、「どのようにお手伝いできますか？」という言葉を簡単に言えることを当然のことと思っています。しかし、ソフトウェアユーザーとして、その質問に答えるのが難しいことも理解しています。 私の専門はエンタープライズジオデータベースであり、ほぼ10年の経験があっても、他の技術について話すと圧倒されることがあります。 <\/P>
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Esri Supportは小説一冊分の知識を教えてくれましたので、皆様の時間のために、顧客、マネジメント、エンジニア、開発者と技術的な詳細を話す際に私が守っているいくつかの経験則をご紹介します…<\/SPAN><\/P>問題の正確で詳細かつ簡潔な説明を書くこと。 <\/SPAN><\/LI><\/UL>サポートケースの件名は、多くの場合、私たちサポートアナリストが最初に目にするものです。明確で誰にでも理解できる件名は、ケースが最初から適切なアナリストに割り当てられ、不必要な転送を避けるのに役立ちます。 <\/SPAN><\/P>ヒント：問題を理解することが鍵です。問題の核心に焦点を当てて優れた件名を作成するために、私のブログUnderstanding Software Issues<\/A>をご参照ください。 <\/SPAN><\/P><\/P>ワークフローのステップを番号や箇条書きでリストアップすること。 <\/SPAN><\/LI><\/UL>段落は物語を語るには良いですが、箇条書きは詳細を強調します。 <\/SPAN><\/P>ヒント：問題を再現するときは、各マウスクリックをワークフローのステップと考えてください。問題を再現するために10回クリックが必要なら、そのワークフローには10個の箇条書きポイントがあります。<\/SPAN><\/P><\/P>ワークフローは、あなたの聴衆が共感できるポイントから始めること。 <\/SPAN><\/LI><\/UL>共通の出発点は相対的であり、あなたと聴衆双方の経験によって変わります。 <\/SPAN><\/P>ヒント：ワークフローの最初のステップが「Manage Replicasボタンをクリックしてレプリカマネージャーを開く」なら、まず聴衆がManage Replicasボタンがどこにありどうやって見つけるか知っていることを確認してください。 <\/SPAN><\/P>ArcMap 10.5.1 を開く<\/SPAN><\/LI>メニューバーで「Customize」をクリック<\/SPAN><\/LI>「toolbars」を展開<\/SPAN><\/LI>「Distributed Geodatabase」をクリックしてツールバーを開く<\/SPAN><\/LI>Manage Replicasツールをクリック<\/SPAN><\/LI><\/OL><\/P>ツール名に迷ったら、ソフトウェアを開いてインターフェースで呼ばれている名前を使うこと。 <\/SPAN><\/LI><\/UL>例えば、「layer」と「feature class」という用語は会話でしばしば同じ意味で使われますが、feature classはジオデータベース内に保存されたデータであり、feature layerは通常メモリ内でマップ上に表現されたそのfeature classの表現です。これら二つは見た目や動作は非常によく似ていますが、トラブルシューティングには異なる背景知識と経験が必要です。<\/SPAN><\/P><\/P>代名詞、省略語または業界特有の言葉は、お互いに定義済みでない限り使用しないこと。 「OPI」が何を意味するか全員が知っているとは限りません。一人にとっての「Oracle Program Interface」は別の人には「Offensive Pass Interference」であり、また別の人にはお気に入りのネイルポリッシュかもしれません。<\/LI><\/UL> <\/P>誰もすべてを知っているわけではありませんが、誰もが何かを知っています。そして自分自身を明確に伝えられれば、その知識を組み合わせることがずっと簡単になります。質問してください。必要なら20問でも質問してください。それぞれの質問が最も効果的なトリアージ経路を決定する助けになります（この方法について詳しく説明している素晴らしい同僚のブログもご覧ください... <A href="https:\/\/blogs.esri.com\/esri\/supportcenter\/2017\/01\/18\/wwtsd-what-would-tech-support-do\/\
Well written and helpful blog.
One comment/issue when trying to give detailed information thru the support web page; there is a limit to the formatting available in the detail box. I've spent time writing a nicely formatted description, with bullets, etc. just to have it all run together. It has been a little while since I have put in a tech support question that needed a bullet list, but has this been improved? I do realize that after the initial contact, email allows a few more options.
Rebecca,
Thank you for your comment! That is a great question. I will need to check in on the specifics of format/size limitations when requesting a case, however, if you prepare your details in a Word document, or your favorite text editor, you should be able to attach the document to the case. You can then refer to the attached files in the body of your support case request for the analyst to review.
I hope this helps, and we look forward to hearing from you!
-TM
Thank you Tina... bookmarked to be shared!
Good suggestion on putting my detailed problem description in a Word doc as an attachment, and I will try that next time. I always thought of the attachments as screen shots and error logs, not other details. Hopefully tech support staff take the time to read the attachments thoroughly before contact.
Although it has been better in the past year (for me anyway), for a long time, I would put in a question with details, just to have the support person turn around and ask for the same details, whether in an automated "Thank you for contacting" email or more personal. The suggestions in the blog apply to both sides of the support ticket. But, overall, I have always had a good experience with the patience and professionalism of tech support, even if not all of my issues are solvable, or if I end up solving the issue myself during the back and forth. It's all a learning process.
My thanks, to all tech support staff.
-rs
I want to bring up, also, that sometimes there are issues with attachments when cases are logged through email. I have had users mention that they had attached intercepts, crash dumps, issue details, etc when logging the case through MyEsri, only to have the analyst ask for those items again. Sadly, I have had these interactions myself, and when I check the case attachments there aren't any there.
I am looking into what may cause attachments to be stripped from cases while they are first being logged, but just keep in mind that these technical difficulties can happen. When I get that information I will be sure to update this post for you.
Tina - well written and helps alot as I think many of us assume the support technicians know what button we clicked to get where and that oft times is more detrimental to getting help / assistance. I definitely have this bookmarked and in my system documentation notes for future reference.
Very good point Rick! Today organizations are growing so fast, taking advantage of many features and functionality from multiple softwares. Our users are getting increasingly creative as well, using workflows that they have found to work for them. That's great, we love that, but we need to understand that in order to help.
I will use myself as an example. My background is in the RDBMS, and with that I often work within the RDBMS, ArcDesktop (geodatabase management), ArcGIS Enterprise (formerly ArcGIS for Server), and Collector for ArcGIS. If a user reports an issue with the Network Analyst extension on data in their enterprise geodatabase stored in Oracle, but the same workflow on the same data stored in a file geodatabase works fine, then that case would come to me.
As you probably know, many of our tools require some prerequisite, like specific types data to be added to a map first, or an edit session to be started. At that point, the most time efficient way for me to get up to speed on the exact tools and workflow the customer is using is to learn that from the customer themselves, rather than attempting to digest general concepts from colleagues (if they are not also busy) or written resources in a short amount of time. Our customers teach me SO much!
Next time I need tech support I'm asking for you Tina... (Tina Morgan)
Seriously, I like what you've written here; I use support chat more often than not as most of what I get stuck with are little problems. None the less, I fill out the form completely describing the hardware/software components, and provide as much detail as the little text box allows. And then I hit send and wait...
Typically, I get picked up in reception (not sure why that is, but it is) and then get routed to an analyst. Once the analyst gets on, I end up re-typing everything I already have. It's like a cold call; either they aren't getting what I've given them or they don't bother to read it. Frustrating....
When I sign in to ArcGIS Online with my corporate subscription I see a notation on the right of the screen indicating I have a negative number of credits remaining. I do not use any of the tools. What does this mean? I cannot use ArcGIS for Office due to this. What is it? What is the solution? Thank you.
David Z.
David- You'd probably do better by starting a new tech support ticket with ESRI....
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