Frequently Asked Questions
Why doesn't the browser "Back" button work?
The Customer Service Portal is a frame based web application. This causes the browser "Back" button to not work as expected. Use the navigational links within the portal windows to navigate within the applications. You can also select another portal menu option at any time.
I cannot Sign In to the Customer Support Portal
You must register your PIN (Personal Identification Number) before using the Portal. This is the number you are given when you are initially set up in our PeopleSoft database. You may already be referencing this number when you telephone or email one of our Technical Assistance Centers. To register your pin:
- Click on the "Register your PIN here" under the login area at the top right of each page.
- Complete the remaining registration process to set up your password hint and password.
- Once you complete registration, you are automatically signed in to the portal.
If you are a Landmark employee and are having difficulty accessing the Customer Support Portal, please contact Landmark Customer Support for assistance.
I cannot register my PIN
If you are having problems with the "Register your PIN here" link, you may be using an unrecognized PIN (Personal Identification Number) or have incorrect company information in our database. Try clicking the "Register your PIN here" link and entering your Sign In (Personal Identification Number) and email address (the Primary email address you use for your company). Landmark Customer Support to verify your PIN, and that your email address and customer selection are established.
I am registered but cannot Sign In
Make sure you are using your assigned PIN (Personal Identification Number) and the password that you created when you registered your PIN in the "Registered your PIN here" link.
- If you cannot remember your PIN, contact Landmark Customer Support to verify your PIN, and that your email address and customer selection are established.
- If you cannot remember your password, click the "Forgotten Password"? link and a new password will be immediately emailed to you.
I forgot my password
- Click the "Forgotten Password?" link on the Sign In screen.
- Enter your PIN (Personal Identification Number).
- Fill in the Password Hint Answer to the Password Hint Question. This is used for user authentication and is not necessarily the value you saved for your original password.
- Click the "Email New Password" button.
If you cannot remember your Password Hint Answer, contact Landmark Customer Support.
Once the password request is submitted, you will receive an email to the primary email address (that you just verified) for the selected customer under Customer Selection.
I did not receive my new password email
Contact Landmark Customer Support. They will verify the email address for your customer selection.
Once they update your email address in the database, re-click the Forgotten Password link.
A new email will be sent to the email address that was just updated. After receiving the new password, go through the regular sign in process.
My Customer Selection is not correct
Go to the Customer Selection menu. If you are no longer working for the listed company name or if your location has changed, then contact Landmark Customer Support to update this information.
The name of my company is not correct
The company names displayed in Customer Selection are based on information from our internal SAP database. As companies are affected by mergers and acquisitions, sometimes the company name does not immediately reflect the company name with which you are familiar. Contact Landmark Customer Support and we will work with our account organization to modify the name, if necessary.
How do I find the status of or information about my case?
There are two ways to search for your case information, Basic (which has a pre-defined list of search criteria) and Advanced. To access:
- Select the Manage Cases choice from the Customer Care Screen
- For a Basic search, select a Predefined criteria, such as "My Cases (where I am contact)" or "All Open Cases". Review the result list for the desired open case.
- For an Advanced Search, click the Advanced Search button, enter your search criteria (like a specific Case ID), and click the "Search" button. Review the result list for the desired open case.
Why can't I view the details of a Case?
On the Manage Cases Basic search page, if you use a Predefined Search of "My Enterprise - All cases" you will only be able to open the case detail information if the case is associated to your selected site in the Customer Selection menu. Clicking on a case detail link where the case is not associated to your current site will generate a "You are not authorized" error message.
How do the Manage Cases Predefined Searches (Basic) behave?
Definitions:
My Cases - cases created in your name. Cases will display for the company selected under the Customer Selection menu.
My Location - the company selected under the Customer Selection menu. This is the site relationship that is set for you in PeopleSoft database.
My Enterprise - all company locations that are related to a parent level company. For example, all sites, that are associated to a parent of "ACompanyName"
| Predefined Search | Results Returned |
My Cases (where I am contact) - All Open Cases | All of your cases that have an open status |
My Cases (where I am contact) - last 7 Days | Your open or closed cases that were created in the last 7 days. |
My Cases (where I am contact) - last 30 days | Your open or closed cases that were created in the last 30 days. |
My Cases - All Reported Cases | All of your open or closed cases. A maximum of 300 records will be returned. |
My Location - All Open cases | Open cases that are referenced to the company selected under the Customer Selection menu. |
My Location - last 7 days | Open or closed cases created in the last 7 days that are referenced to the Customer Selection menu. |
My Location - last 30 days | Open or closed cases created in the last 30 days that are referenced to the Customer Selection menu. |
My Enterprise - All cases | Open or closed cases that are referenced to all company locations for the parent company. (Ex. all cases created for "ACompanyName" locations.) Data will only display for the last 2.5 years. |
How do I find a defect I reported or was reported by my company?
How does My Company's Defects Predefined Searches behave?
You should be able to find defects reported by your company or you through the basic, predefined search or by using the Advanced Search page for defects.
Definitions:
My Defects - defects created in your name. Defects will display for the company selected under the Customer Selection menu.
My Location - the company selected under the Customer Selection menu. This is the site relationship that is set for you in PeopleSoft database.
My Enterprise - all company locations that are related to a parent level company. For example, all sites, that are associated to a parent of "ACompanyName"
| Predefined Search | Results Returned |
My Defects - All Reported Defects | Defects associated to any cases you reported |
.
My Location - Defects reported last 30 days |
Open or closed defects associated to cases that were created in the last 30 and that are referenced to the company selected under the Customer Selection menu.
|
My Location - All Open Defects |
Open status defects associated to cases that are referenced to the company selected under the Customer Selection menu |
My Location - All Closed Defects |
Closed status defects associated to cases that are referenced to the company selected under the Customer Selection menu |
My Enterprise - All Defects | Open or closed defects that are referenced to all company locations for the parent company. (Ex. all cases for "ACompanyName" locations.) Data will display for approximately the last 10 years. |
How do I find information about a specific Defect ID?
There are two places to look for defect information.
"My Company's Defects" will allow you to search for defects that have been either reported by or associated to cases associated with you, your location, or company. To access:
- Select the Advanced Search link.
- Enter the Defect ID in the field provided.
- Click the Search button.
Search Knowledge Base will allow you to search for published defects. To access:
- Select the Advanced Search link.
- Turn on Published Defects.
- Enter the Defect ID in the field provided.
- Click the Search button.
What does a particular defect status mean?
Defect status definitions are available in the Customer Care - My Company's Defects under the "Click here to view Status Definitions" link. The same document can be found by clicking here.
Why does a defect have a specific status?
Landmark Customer Support does not manage the defect resolution process or set the defect status. Defect resolution is managed by the software development team that is responsible for a given application. Contact Landmark Customer Support if you are concerned about the status of any information about a particular defect. They will work with the appropriate software development team to clarify the situation.
How do I find patches?
Instructions are found in the Customer Care - Search Knowledge Base option in the Search Tips link at the top of the window. To find patches for all products, search Published Solutions. Use a keyword of or set the Solution Type field equal to . You can further restrict a search by using the Product, Version, or Date fields. Field values are not case sensitive.
| Examples | Results: |
Product =
Version begins with <2003>
| Returns information for SeisWorks with a version of 2003.x.x.x. |
Product begins with | Returns information for all products of OpenWorks, OpenWells, OpenExplorer, etc. |
Product contains DecisionSpace | Returns information for all DecisionSpace products. |
Date between xxx and xxx
(Dates selected from calendar icons.) |
Returns information between the date values specified. |
How do I find other downloads?
Instructions are found in the Customer Care Search Knowledge Base option in the Search Tips link at the top of the window.
Examples on how to search for other download types follow:
| Download Type | Field Settings: |
Patches
| Keyword/Basic search: - Keyword = patch,(ProductName)
Advanced Search
- Solution Type =
- Product, Version, date range
|
Scripts
| Keyword/Basic search: - Keyword = script,(ProductName)
Advanced Search
- Solution Type = <Script>
- Product
|
Utilities
| Keyword/Basic search: - Keyword = utility,(ProductName)
Advanced Search
- Solution Type = <Utility>
- Product
|
Release Notes *Release notes can also be accessed from the R2003 OpenBooks page in the portal
| Keyword/Basic search: - Keyword = release notes,(ProductName)
Advanced Search
- Solution Type = <Release Note>
- Product
|
Why can't I find a specific Defect ID or Solution ID in the Search Knowledge Base?
Only defects and solutions that have the Visibility field set to external will display in the Search Knowledge Base option.
How is the Score column in Search Knowledge Base calculated?
When you perform natural language searches, Search Knowledge Base orders search results according to their relevance score. Relevance scores range from 1 to 100, with 100 representing the highest relevance. The system calculates the relevance score for each result based on how well the solution matches the search criteria and how often the solution has been used.
