Service Desk Frequently Asked Questions

What is Ingres Service Desk?

Ingres Service Desk is a 24x7 online product support application for Ingres Corporation customers. Customers will be able to open new issues, check the status and update existing issues, as well as search the Ingres Knowledge Base to obtain help or improve their Ingres knowledge.

What is the URL for the Ingres Service Desk?

The direct URL is https://servicedesk.ingres.com.

How do I sign up for Service Desk and the ability to download products?

To download the products you must be a registered support user. To register you must do the following:

Complete an initial ingres.com registration at http://www.ingres.com/user/register.php
An email will be immediately sent requiring you verify your registration

Once your initial registration is complete you can gain access to the Ingres Corporation online support via Service Desk at https://servicedesk.ingres.com, a 24x7 online product support application for Ingres Corporation customers. Customers will be able to open new issues, check the status and update existing issues, as well as search the Ingres Knowledge Base to obtain help or improve their Ingres knowledge.

What browsers are supported by the Ingres Service Desk?

The certified browsers that are supported by the Service Desk product are:

Microsoft Internet Explorer 6.0 with Service Pack 1 applied.
Microsoft Internet Explorer 7.0
Mozilla 1.7.5
Firefox 1.0.7

I am having trouble logging into Service Desk. What should I do?

Please call our support team and we'll be happy to assist you.

Can I see other people's issues (within my organization)?

Yes. You now can view your colleague's issues.

Can I attach files to an issue?

Yes. You can attach files by clicking on the "attach files" button. Note that if the file is too big or you have multiple files, you can contact us and we can open up an ftp location for you to upload your files.

What are the severity levels in Ingres Service Desk?

Ingres Corporation provides a complete overview on the support policies which can be reviewed at; http://www.ingres.com/support/support-policy.php

Why can't I open Severity 1 issues through Service Desk?

Ingres does not allow for opening of severity 1 issues online because we want to ensure an immediate response and appropriate handling to your production down situation so we require that you immediately contact the support team at http://www.ingres.com/support/contacts.php.

When I connect, I see a number of "Top Solutions". How can I see more solutions?

Click "Browse more solutions" to see the first 50 solutions in the Ingres Knowledge Base and "1 - 50 =" on the upper right hand corner. You may click the ?=" sign to scroll to the next pages. Theoretically you could see the full list of thousands of documents in the Knowledge Base database. However, by clicking one of the Products Categories (Ingres / Open ROAD / Enterprise Access etc.) you may restrict the display to documents assigned to that particular Category (product) only.

In addition you may use the "Search for a Solution" section to search for solutions containing specific keywords.

When I connect, I see an entry field and a Go button allowing me to search for solutions using keywords. What is the default behavior when I search for multiple keywords?

The default behavior is searching for all the words in the query and whole words only (not part of a word) and returning documents containing all these keywords (Boolean AND combination).

Can I change this searching behavior?

Yes, click "Browse more solutions" and then click "Advanced Search". Now you can select the following options:

Using: Keyword Search / Natural Language Search
With: All of the words (AND) / Any of the words (OR) / Exact words
Match: Whole words / Words beginning with?

What does the "Exact words" search mean?

If you choose "Exact words" and search for 'Ingres Products Licensing' for example, Service Desk searches for documents matching exactly all these three words in that order, while searching with "All of the words (AND)" finds documents containing these three words anywhere in the document in any order.

A KB document contains several fields: Title, Summary, Problem and Resolution. When I search for a keyword which of these fields does Service Desk search?

Service Desk searches in all of these fields. However, the Advanced Search allows you to specify what fields should be used for the search.

Does Service Desk search the entire Knowledge Base? If yes, can I search only in one single Category?

When you click a Category and display documents assigned to this Category and search, Service Desk searches only in that particular Category. However, you can change this behavior and search in all the Categories.

I have been asked to refer to a specific Knowledge Base document ID. Is it possible to search for the Document ID rather than keywords?

Yes, the Advanced Search allows searching, using a particular Document ID.

I noticed a Category called New Documents. What is this category for?

Service Desk puts recently created documents into this Category for your convenience. They remain in this Category for a few weeks before they are cleared from it. They will however appear in the appropriate category they have been assigned to, as soon as they are created.

I noticed a Category called Old Knowledge. What is this category for?

This Category and its Sub-Categories contain Knowledge Base documents coming from our previous systems. Once they are reviewed and cleaned up they will be moved out from these temporary Categories to the main categories.

When I logon, I see a link called "Submit Knowledge?" What is this used for?

If you have an interesting Knowledge document that you want to share with other customers and the Ingres community you can follow this link which will enable you to create and submit a Knowledge Base document. The document will be reviewed by the Ingres team and published if appropriate.

I cannot download a file attached to a Knowledge Base document. What could be the reason?

Ensure your Browser is setup to allow downloading files from a pop-up window. If you are using IE6 or IE7, depending on your settings, you may need to hold down the 'Control' key when downloading files.