idea Incident Transparency in ArcGIS Pro Ideas https://community.esri.com/t5/arcgis-pro-ideas/incident-transparency/idi-p/934932 <HTML><HEAD></HEAD><BODY>I have perhaps a controversial idea, but I think a pretty good one. Each time I call customer support (which is great by the way) I get an analyst on the other end who I believe has an enormous capability that I do not have.<BR /><BR />I will typically explain my problem and give them an error message if applicable and then they will conduct a search on their end in an attempt to solve the issue. What I am assuming is that the analysts are probably&nbsp;querying through all the logged&nbsp;tickets that the support staff have ever resolved.<BR /><BR />Wouldn't this be a huge benefit to ArcGIS users to be able to tap into the ESRI incident log prior to making a phone call to support. I realize that there would be a few privacy hurdles that would need to be worked out to keep client confidentiality intact, but I think&nbsp;with some&nbsp;tweaking&nbsp;that could be accomplished.&nbsp;<BR /><BR />Look, I know we have forums, and countless pages of help documents, but actually browsing resolved tickets would be a huge boon for users, and&nbsp;I am willing to bet&nbsp;considerable cost savings for ESRI. Allowing support staff to publish tickets to a searchable database that is accessable to ArcGIS users&nbsp;in my mind would be the next step towards GIS nirvana.<BR /><BR />dave-o. <!-- content transformation source ID: 087E00000004oL8 --> </BODY></HTML> Fri, 12 Jul 2013 17:33:26 GMT daveostrander 2013-07-12T17:33:26Z Incident Transparency https://community.esri.com/t5/arcgis-pro-ideas/incident-transparency/idi-p/934932 <HTML><HEAD></HEAD><BODY>I have perhaps a controversial idea, but I think a pretty good one. Each time I call customer support (which is great by the way) I get an analyst on the other end who I believe has an enormous capability that I do not have.<BR /><BR />I will typically explain my problem and give them an error message if applicable and then they will conduct a search on their end in an attempt to solve the issue. What I am assuming is that the analysts are probably&nbsp;querying through all the logged&nbsp;tickets that the support staff have ever resolved.<BR /><BR />Wouldn't this be a huge benefit to ArcGIS users to be able to tap into the ESRI incident log prior to making a phone call to support. I realize that there would be a few privacy hurdles that would need to be worked out to keep client confidentiality intact, but I think&nbsp;with some&nbsp;tweaking&nbsp;that could be accomplished.&nbsp;<BR /><BR />Look, I know we have forums, and countless pages of help documents, but actually browsing resolved tickets would be a huge boon for users, and&nbsp;I am willing to bet&nbsp;considerable cost savings for ESRI. Allowing support staff to publish tickets to a searchable database that is accessable to ArcGIS users&nbsp;in my mind would be the next step towards GIS nirvana.<BR /><BR />dave-o. <!-- content transformation source ID: 087E00000004oL8 --> </BODY></HTML> Fri, 12 Jul 2013 17:33:26 GMT https://community.esri.com/t5/arcgis-pro-ideas/incident-transparency/idi-p/934932 daveostrander 2013-07-12T17:33:26Z Re: Incident Transparency https://community.esri.com/t5/arcgis-pro-ideas/incident-transparency/idc-p/934933#M3935 <HTML><HEAD></HEAD><BODY>I believe this is called ESRI Kube <!-- content transformation source ID: 00aE0000004L0VF --> </BODY></HTML> Wed, 23 Oct 2013 16:54:59 GMT https://community.esri.com/t5/arcgis-pro-ideas/incident-transparency/idc-p/934933#M3935 daveostrander 2013-10-23T16:54:59Z