Why can’t I submit cases? (Or, How I became an authorized caller and reported my issue)

08-15-2018 05:32 PM
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Esri Contributor
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You’re using Esri software and you find an issue. You want to let Esri know about this issue so we can fix it.

So you sign in to My Esri, and you navigate to the Support sub tab under My Organizations. You search this Support Overview page.

What is an authorized caller?
Someone from your organization who is designated to contact Esri to request technical support.

But you can’t find a way to submit your issue.

Now, on top of having the software issue, you have this to deal with.

Not to worry.

If you become an authorized caller for your organization, you can submit cases, in addition to taking other actions on cases and bugs. As long as your organization’s support maintenance contract has active entitlements, you can become an authorized caller.

How do you know if your organization’s support maintenance contract has active entitlements? Unless you see a message that your contract is invalid on the Support Overview page, you are good to go.

Adding an authorized caller

These instructions are written for someone with Administrator permission for your organization – someone we call an “admin” for short. [If you don’t have that permission, see the Troubleshooting section below.]

In this scenario, you are already connected to My Esri, and you already have View technical support information permission, and you’re also an admin, so all you need to do is add yourself as a caller.

From My Organizations > Users, click Manage Authorized Callers.

Now click Add Caller.

Select your name from the Select Contact dropdown list. This list offers the names of users connected to My Esri and users who are in our system who have used the phone to contact Esri Support Services. If we have a username for either type of contact, it will appear in brackets after the name.

Click on Explain to learn more about how this form works.

Supply a Call-in ID. This is any number of your choosing, between 4 and 8 digits inclusive. Should you ever want to use the phone to contact Esri Support Services, this is a key that you will dial in when you call us. Click Explain to learn more information about this number. If you are outside the US, you won't see this option.

Select your Caller Level. The options listed here depend on your organization's active support contract, so you may see different choices here. Check all that apply.

If you are at an organization outside the US, you will have an option to provide the language you prefer to be contacted in.

When you’re ready, click Add Caller.

That’s it!

After the page refreshes, you will see a confirmation message letting you know you are now an authorized caller.

Navigate to the Support sub tab, and click Request Case in the side navigation. Note: If you get a message that you aren't an authorized caller, refresh your browser page - you sometimes need to do this if you make changes to an account you are signed in with.

Complete and submit the form with the Esri software issue you found, and someone from Esri Support will contact you soon after.

Once you are set up as an authorized caller, you don’t need to go through these steps again. Request Case (and Manage System Profiles) will appear every time you sign in to My Esri.


Can’t see the Support sub tab under My Organizations? This means you lack the My Esri permissions to see this. You can Request Permissions using the form found from My Organizations > Overview.

You’re not an administrator, and you don’t know who your organization’s administrator is? You can request permissions to be an admin (see above); or you can use Contact My Administrator to send your admin a message. This button is found beneath the side navigation on most pages under the My Organizations tab, and on the Overview page.

You’re the administrator, but the caller you want to add isn’t listed? No problem - simply select Add New Contact from the dropdown list, and supply the new caller’s contact info. When you submit the form, the caller-to-be will receive an invitation email from My Esri at the email address you provided. The email will contain a token that the new caller must use to connect to your organization in My Esri. Once they accept the token, they will be an authorized caller.

Don’t want to give someone full admin permissions just to manage callers? There is a permission which allows users to be able to add, edit and delete authorized callers without having to have full admin permissions. Request the Assign Authorized Callers permission from your existing admin.

Your caller is listed in the Authorized Caller list, but when they sign in to My Esri they can't use Request Case. If there isn't a username in the My Esri Access column on the Manage Authorized Callers page, then the caller can only make phone calls to get Esri Support. To set up the user so that he or she can use My Esri to submit cases, first remove them by clicking the X in the Actions column. If the user is not connected to My Esri, go to the Users sub tab on My Organizations and use Invite Users to connect to your organization. If the user is already connected to My Esri, use Add Caller and select their name from the dropdown list. Ensure you see their username in brackets after their name in the list when you select the contact. But why do you have to do that, if the user was already a caller? It may have been a timing issue - the user was probably made an authorized caller many years ago before My Esri existed, when they called Esri for Support. Once the username appears in the My Esri Access column, the user should not have any problem using My Esri as an authorized caller. (They can also still call us, too.) Check out More Information on the Manage Authorized Callers page for further details.

[UPDATED 4/25/2019 to change the name of the permission formerly known as "Assign Permissions" to "Administrator".]

[UPDATED 11/26/2019 to reflect recent and past changes made to this process.]

About the Author
I am a Business Analyst on the My Esri team. I've worked on My Esri since its inception. I've worked at Environmental Systems Research Institute (or ESRI or Esri) since 1984.