SupportNet Help

To submit a new Service Request , enter the following information on the New Service Request form. The process consists of three simple steps:

1. Describe the Problem
2. Review Possible Solutions
3. Complete the Service Request

1. Describe the problem
   
   Describe the problem
   Enter a short description of the problem. NOTE: The problem description is limited to 130 characters.
   
   Product
   Select a Product, or if the issue is not related to a specific product, select “Other request type” and pick a type from the list.
   
   Once you have described the problem and selected a Product, click Search to go to 2. Search Possible Solutions.

2. Search Possible Solutions
   For all product-related Service Requests, several possible solutions to the problem are displayed, based on the problem description.
   
   Review the possible solutions. If none of the solutions appear to solve your issue, click the “Continue to Step 2 to Open a New SR” button.

 Fields marked with a red check mark are required fields.

3. Complete Service Request
   
   Product
   Select a product. The list has been pre-filled based on the Product selection from step 1.
   
   Version
   Select a product release version number from the list. If the correct version is not listed, or to enter detailed product version information, use the second version field (for example, 8.9_2.1).
   
   Platform
   Select a Platform/OS from the list. If you have set a default Platform in your Profile, it is preset here.
   
   O/S
   Click the list box arrow on the right of the field to display a list of Operating Systems (O/S). If you have set a default O/S Version in your Profile, it is preset here.
   
   In which general category does the problem best fit?
   Select the Area that most closely defines your problem. This is required in order to route your call correctly.
   
   How urgent is this Service Request?
   Choose a priority for your Service request based on these factors: loss of productivity, impact on the design completion schedule, percentage of the user community impacted by the problem. Priority will be migrated from the Service Request to any associated Defect Record.
   
   Is there any thing else we should know to understand the problem?
   Enter a detailed description. For text less than 24,000 characters, a Service Request Activity Attachment is automatically created, as a .TXT file. To provide information larger than this or to attach test cases, upload files using the Add Attachments option.
   
   Once you have completed the Service Request information, click the Submit button. If you do not want to submit the form, click on the Cancel button to clear the request.
   
   If your Service Request was submitted during business hours, the first available Customer Application Engineer will contact you. If your call was submitted after business hours, the Customer Application Engineer will contact you the next business day. If your call is critical and you are a North America customer, you can call the SupportCenter at 1-800-547-4303. Use the Worldwide Support Contacts link to obtain contact information for Mentor Graphics SupportCenters around the world.
   
   Submitting Test Cases
   Use the Upload Attachments option to upload test cases or additional information supporting your request.
   
   SupportNet also provides access to an anonymous ftp server where you can exchange information, test cases, scripts, and macros with Mentor Graphics engineers by temporarily posting files. Complete instructions for providing files using FTP are available on the SupportNetFTP page.
   
   Updates / Activities
   Service Requests can be updated by both users and CAEs to add new information and to show the activity on the SR.
   
   Note: You may update only the SRs that you have opened.
   
   
   1. To add information to a Service Request, or to check for CAE updates and Activities, type the SR number in the “Find an SR” box on the SR History page, or select your SR from the SR list on the SR History page. This brings up the Service Request Detail page for that call.

Updates contain information added by either customers or CAEs. Activities are actions taken by CAEs while the SR is being investigated. Only CAEs may add Activities.
Solutions are records created by CAEs describing the solution to a reported problem. Any software defect reports (DRs) associated with the Defect Record are also cross-referenced here. See the Solutions/Defects section for more information.

Adding an Update: In the Updates section of the SR Detail page, click the Add Update button. In the “Add Comments” field, enter your update text. Descriptions are limited to 16K characters. This will appear in Updates list.

Adding an Attachment: In the Attachments section of the SR Detail page, select the Add Attachment button. In the “Add an Attachment this Service Request” section, enter the path to the file you wish to attach, or select the “Browse” button to select a file you’re your machine. The title of the file will appear to the right of the “Browse” button. In the text box below, add a description of the file. Descriptions are limited to 16K characters. This will appear in Updates list.

Recommended Uses of the Update Function
The Update function is a useful tool for customers, Support staff, and engineers. Customers and Support staff can use the Update function to describe troubleshooting information or to indicate the SR should be closed.

Engineers can use the Update function to describe information added to the database, troubleshooting results, or the action taken on a Service Request.