ISN Frequently Asked Questions
Welcome to the Ingres Service Network, our next generation product service platform. In this FAQ, you'll find most questions answered here. If you need more information, please feel free to contact us here.
Questions
The Ingres Service Network
- What is the Ingres Service Network (ISN)?
- What can I do with ISN today?
- How do I get an account?
- What are the browser requirements?
Case Management
- How do I create a case?
- How do I share a case with the community?
- Who can see my case?
- What should I do if I have an outage?
- What should I do if I have a bug?
Search
The Ingres Service Network
What is the Ingres Service Network?
The Ingres Service Network (ISN) is an innovative technology platform that brings together the enterprise support tools and processes that you have come to depend upon from Ingres to keep your IT systems running smoothly, and "Web 2.0" technologies that allow the community of Ingres users to interact with one another to benefit from each other's collective knowledge and experience.
What can I do with ISN today?
- Find resources on Ingres product and Ingres-based solutions (including Ingres Icebreaker and the Ingres Icebreaker BI Appliance.)
- Ask questions and get answers
- Get "Instant Support" from Ingres Support
- Share information with the Ingres community and participate in a community discussion
ISN contains an aggregated index of relevant Ingres product information, including forums, previous cases, FAQ documents, knowledge base articles, and technical documentation. Users can browse and search the ISN Libraries for resources on Ingres products, and Ingres-based solutions, including Jaspersoft product information, and R-Path Linux production information.
In the Case Management module of ISN, users can select from a list of available Forums, depending on the subject matter and type of question. Forums labeled as "public" are viewable by all users on ISN, whereas cases created in other forums are viewable only by the user, their workgroup, and the Ingres support team.
When users ask questions on ISN Forums, users can expect quick answers from the Ingres Support team (within 24 hours.) However, if at any time you need to chat directly with a live Ingres Support engineer, users can simply click the "Live Support" button (on a 24x5 basis) to be connected to an available engineer. Additional 24x7 contact information for Ingres support may be found here.
If you get an answer to a particular question that you believe could be of benefit to the broader Ingres community and/or if you would like to solicit the opinion of the Ingres community on an existing case, and you are comfortable with sharing the contents of that case, please feel free to "share" your case in a public forum. To share a case, within the case header, just click the name of the current forum and select the relevant "public" forum in which you would like to share the case.
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How do I get an account?
ISN is available to all users with an active Ingres support contract. The same login credentials that you use to access the Ingres Service Desk application are used to access the Ingres Service Network.
If you have an active Ingres support contract, but do not have an existing Ingres Service Desk login, you can register here by putting in your Account ID (formerly known as your Site ID) and selecting "Yes" as depicted below.
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What are the browser requirements?
The Ingres Service Network today requires a browser with Flash that supports DHTML. More specifically, you will need to use Firefox 1.5 or higher, or Internet Explorer 6.0 or higher to get the "certified" experience. The ISN UI is built using the Open Source RIA platform OpenLaszlo and most browsers that work with the flash-based demos on that site should work just fine with the network UI, but your best experience will be found on Firefox or IE.
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Case Management
How do I create a case?
Once you have logged into the application, you will see a thick, blue, vertical bar on the right-hand side of the screen (see Figure 1 below). Click that bar and the case management window will push out to the left. Select the forum best related to your question from the drop down list, then click the "Create Case" button. This should change your view of the panel to enable you to enter a Title and a Message. Message is the field you should use for the initial description of your question. Fill out these fields and click the button. You should now see your case in its initial format.
If your question is appropriate to multiple forums, you can click the link after the "Share" label. When you click this link a pop-up window with the list of forums you have rights to post to will appear. Click the boxes that are appropriate to push your case and click OK when you're done. If you choose a forum with the prefix "Public", your issue will be visible to all participants in that forum, including those outside of your company's workgroups and the Ingres Service and Development teams. Feel free to reply to cases by others in the public torums, as well as to chime in on those cases within your own workgroups.
When you are done reviewing your case you can return to view the list of cases in the forum by clicking the "Create" button.
Figure 1
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How do I share a case with the community?
If you would like to collaborate with the Ingres community, you can post your case to the relevant forum of your choice with the prefix of "Public", or you can publish an existing case in a non-Public forum through the "Share" link when viewing your case.
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Who can see my case?
In today's service network configuration, only those members of your immediate workgroup and Ingres Service, Support and Development personnel can see your cases. If you wish to allow the entire community to see your case you can publish your case to a forum with the prefix "Public" as described elsewhere in the FAQ.
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What should I do if I have an outage?
If you are experiencing a Severity 1: "System Down" or "Product Inoperative" condition, where your production use is stopped or so severely impacted that you cannot reasonably continue work, please do not hesitate to utilize your Enterprise or Premium Support subscription by contacting us immediately at http://www.ingres.com/service/support-contacts.php. If your problem is of a Severity 2: "High Impact" business condition and important features are unavailable with no acceptable workaround, please log an issue at https://servicedesk.ingres.com.
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What should I do if I have a bug?
If you believe you have discovered a bug you can report using the Service Desk application found at https://servicedesk.ingres.com.
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Search
What does ISN search offer?
The search via the Ingres Service Network platform is unique in that it combines the advantage of web search engines like google with highly vertical search engines on a dedicated platform that are highly managed, like dedicated documentation search. This means that you don't have to search in multiple places to get "hi-fi" search results. You can come to one place for your Ingres-based application systems and get the high fidelity search results you are used to with dedicated search applications, and still have the advantage of a breadth of sources that tools like Google offer to knowledge workers like yourself.
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What do the results mean?
Search results from the Ingres Service Network come from a variety of sources. You'll find the results listing indicates the Title of the result with a link to the source document, an excerpt of the source document with the search terms highlighted, the source URL, the format of the document source (e.g. html, pdf, etc.), the score of result (the search engine's interpretation of its relevance), and links to related results.
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How are search results ordered?
Search results are ordered by score. Score is an attempt by the engine to interpret your query and convert that into a score based on the source document content.
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