The new online case form is intended to cut down the time spent communicating back and forth to gather basic case data (site number, product, version, etc). Providing this information up front allows us to automatically route you to engineers with the skills to handle your case most effectively.
More upfront information means getting to the right person faster with the right context.
Effective March 4th, 2019, OSIsoft will no longer be accepting cases created via email to email@example.com in favor of this process. Language specific mailboxes will continue to be served until OSIsoft Customer Portal is fully localized.
Selecting your site narrows down to the exact products you are licensed for while the type of question ensures that your questions are answered by the right department.
We know that some sites are licensed for many products, selecting the right product family helps you narrow down to the right product and version faster.
Having all of this upfront information, the engineer receiving your request can tackle your problem with less clarifying questions to get to a solution faster.
As you complete the Online Case Submission form, myOSIsoft provides suggested articles based on the product you selected. As you describe your problem, an AI-enabled search updates the suggested articles in an attempt to solve your problem sooner rather than later.