Technical Support

To enhance the interaction between the eG Enterprise and the customers, a variety of features have been introduced. Customers no longer need to wait for press releases / email campaigns to know of new updates/upgrades to eG Enterprise. Similarly, customers can report bugs/incidents and suggest new features/enhancements to eG Enterprise via the eG administrative interface. To avail these features, a Check for Updates menu option is now available in the eG administrative interface. By default, these features are disabled in the eG administrative interface. To enable these features, set the EnableUtilityTools flag in the [eG_Utilities] section of the <eG_INSTALL_DIR>\manager\config\eg_services.ini file to Yes.

  1. Once the flag is set to Yes, then the icon appears in the eG administrative interface as shown inFigure 4.

    Figure 4 : The Utilities icon

  2. Clicking on the icon reveals Figure 5.

    Figure 5 : The menu sequence that appears upon clicking the Utilities icon

  3. To check if a new update/upgrade is available, then, clicking on the Check for Updates option will instantly intimate the customer of the same as shown in Figure 6.

    Figure 6 : Checking for Updates

  4. Figure 6 alerts the customers to an update/upgrade of both eG manager and the eG agents. If the eG manager/agent versions in the target environment are up-to-date, then, a message to that effect will appear. In Figure 6, the eG Manager installation in the target environment is up-to-date whereas an updated version of the eG agent is available. Clicking on the number of agents that requires an update leads you to Status information for agents . To avail the latest versions of the eG manager and the eG agent, administrators can send an email to support@eginnovations.com and eG Enterprise would provide you with the latest installation kit of the eG Manager and the eG agent.
  5. Next, you can report bugs/incidents to eG Enterprise via the eG administrative interface. To do so, click the Report an Incident option from Figure 5 or you can click the Report an Incident option in Figure 6. Figure 7 then appears.

    Figure 7 : Reporting a bug/incident from the eG administrative interface

  6. Specify the following in Figure 7:

    • Specify the Subject of your mail describing the bug/incident in short.
    • If you want to report the bug/incident to another user of the eG Enterprise in your environment, then you can provide the email id of that user against the Cc field.
    • From the Region list, select the region to which you belong to.
    • Next, specify the type of the request ticket that you wish to raise to the eG Enterprise from the Ticket Type list. This could either be a Question that you want to ask the eG Enterprise or report an Incident /Problem.
    • In the Description section, you can report your observations on the eG Enterprise.
    • You can even attach a file with respect to the bug/incident that you are reporting using the Attachment text box. If you wish to attach a file you can do so by clicking the Browse option. This will lead you to the File Upload pop up window using which you can upload the files.

      Note:

      Note that the size of the file that you upload should not exceed 25 MB.

    • Once you have entered all the required fields, click the Submit button in Figure 8.

      Figure 8 : A sample bug reported

    • Figure 9 will then appear.

      Figure 9 : A message that states the successful submission of your bug/incident report

    • If the request was not sent successfully to the eG Enterprise, then, a message to that effect appears as shown in Figure 10.

      Figure 10 : A message that states that your bug/incident was not submitted

  7. Alternately, if you wish to suggest a new feature, you can do so using the Suggest a Feature option in Figure 5 or Figure 6. Figure 11 will then appear.

    Figure 11 : Suggesting a feature

  8. Specify the following in Figure 11.

    • Specify the Subject of your mail describing the feature that you want to be included in the eG Enterprise in short.
    • If you want to inform any other user of eG Enterprise in your environment about the mail you are sending to eG Enterprise, then you can provide the email id of that user against the Cc field.
    • From the Region list, select the region to which you belong to.
    • In the Description section, you can report your observations on the eG Enterprise.
    • You can even attach a file with respect to the feature that you are want using the Attachment text box. If you wish to attach a file you can do so by clicking the Browse option. This will lead you to the File Upload pop up window using which you can upload the files.

      Note:

      Note that the size of the file that you upload should not exceed 25 MB.

    • Once you have entered all the required fields, click the Submit button in Figure 12.

      Figure 12 : Suggesting a new feature/enhancement from the eG administrative interface

  9. If you want to view the video resources published by the eG Enterprise from within the eG administrative interface, then you can do so by clicking the Help Center option in Figure 5 or the Help Center link in Figure 6.
  10. Figure 13 then appears listing the video resources made available to the users by the eG Enterprise.

    Figure 13 : Viewing the Video resources from within the eG administrative interface