Exago Logo
Search
Generic filters
Exact matches only

Navigating the Support Center

There are two locations to find support for Exago BI:

  • this Knowledge Base, hosted on exagobi.com
  • support tickets and product downloads on support.exagoinc.com.

Documentation is freely available by browsing through this site, by searching with the large search bar at the top of the page or by downloading the user and technical guides from the Downloads page.

While browsing the documentation, many articles have an Viewing content for selector on the right-hand side of the page. Choose the applicable version of Exago BI from this dropdown when available. This will show only the information that is relevant to that specific version. Some articles do not have this dropdown, as the content pertains to all versions of the application.

2nrikQ2skD.png

Registered users of the Support Site can download the Exago Installers, ask questions about the product, make feature requests and view all of their submitted tickets.

Logging In for Tickets and Downloads

Creating, replying to or viewing services or support tickets and downloading Exago requires a ZenDesk Support Center account. See the Register for the Support Center article to setup an account.

  1. Navigate to the ZenDesk Support Center at https://support.exagoinc.com.
  2. In the top-right corner of the page, click the Sign in link.
  3. Enter your email address and ZenDesk Support Center password.
  4. Once you have successfully signed in you will be directed to the Exago Support home page.

From here you may Submit a Request for Support or Services, View Your Existing Requests, Download Exago installers and add-ons or browse the documentation.

Submitting a Request

  1. Login if not done so already.
  2. Click the Submit a Request button underneath the search bar.
  3. In the Submit a Request dropdown there are four options. Choose one and then complete the form. For more information, refer to the links below.
    • Ask a question — intended for general inquiries outside the realm of submitting enhancements or reporting issues. Question topics can include updating, functionality, and integration.
    • Request a feature — intended for requesting features that are not currently available within Exago.
    • Report an issue — intended for reporting issues within Exago such as error messages, behavior that has changed, and unexpected report output.
    • Work with the Services Team
  4. Click Submit to send the request to the Exago team.

Ask a Question

The Ask a Question ticket form is intended for general inquiries outside the realm of submitting enhancements or reporting issues. Question topics can include, but are not limited to, updating, functionality, and integration.

What Information Do I Need?

  • CC — add an additional e-mail address to copy correspondence between you and Exago to someone else in your organization
  • Subject — the subject is a synopsis of the question. Make sure that it describes the question you are asking. This field is required. For example: Question about Themes when updating to a different version
  • Description — ask your question. Make sure the question is clear and contains enough information for the support representative to understand as much about the issue as possible. This field is required.
  • Your Exago Environment — select the version and build that you are running in the environment. If not sure, review the Understanding Exago Releases article. To find the current version and build information, press Ctrl+Shift+V anywhere within Exago.This field is required. For example, if you are running v2019.2.8.22 of Exago, select 2019.2 from the Version dropdown and 8 from the Release dropdown.
    • Version — choose the release year and feature set number from the dropdown.
    • Release — choose the patch number from the dropdown.
  • Attachments — add any attachments to the ticket that help convey the issue you are experiencing. Attach screenshots, screen captures, XML report definitions, log files, exported report outputs or any other files that may assist the support representative in assisting with your issue.

Request a Feature

The Request a Feature ticket form is intended for requesting features that are not currently available within Exago. Please note that requesting a feature does not ensure that it will be included in a future build. We will, however, take your suggestion into consideration and notify you if/when it becomes available.

What Information Do I Need?

  • CC — add an additional e-mail address to copy correspondence between you and Exago to someone else in your organization
  • Subject — a synopsis of the feature request. Please be sure that it describes the feature you are requesting. This field is required.
  • Description — a description of the feature and, if possible, a use case. The use case outlines how the feature would be used in your organization if implemented. This field is required.
  • How important is this feature? — this describes the importance of the feature as it relates to the impact on your organization’s Exago usability. This field is required. Choose from one of the following options:
    • No Impact — the feature would be ‘nice to have’ and/or there is no time constraint.
    • Some progress is possible without this feature — applicable if you currently have a workaround or have a flexible time constraint.
    • Difficult to even make minimal progress without this feature — this feature will be required soon but Exago can still be used in the meantime.
    • Cannot make any progress until this feature is implemented — a critical feature that is holding up the implementation of a new system/upgrade.
  • Your Exago Environment — select the version and build that you are running in the environment. If not sure, review the Understanding Exago Releases article. To find the current version and build information, press Ctrl+Shift+V anywhere within Exago. For example, if you are running v2019.2.8.22 of Exago, select 2019.2 from the Version dropdown and 8 from the Release dropdown.
    • Version — choose the release year and feature set number from the dropdown.
    • Release — choose the patch number from the dropdown.
  • Attachments — add any attachments to the ticket that help convey the issue you are experiencing. Attach screenshots, sketches, mockups, formulas, etc… that may be helpful to the development team in implementing the feature.

Report an Issue

The Report an Issue ticket form is intended for reporting issues within Exago, including but not limited to error messages, behavior that has changed, and unexpected report output. Please be advised that issues may be related to changes made by administrators or users and are not necessarily a bug. Exago will investigate each reported issue, determine whether it is a bug or an issue, and schedule it accordingly.

What Information Do I Need?

  • CC — add an additional e-mail address to copy correspondence between you and Exago to someone else in your organization
  • Subject — a synopsis of the issue. Make sure that it describes the problem you are experiencing. This field is required.
  • Description — You’ll need to include a description of the issue, including the expected behavior and the actual observed behavior. This field is required.
  • How significant is this issue? — the importance of the issue as it relates to the impact on Exago usability. This field is required. Choose from one of the following options:
    • No impact — the issue is minor and/or has no impact on use.
    • Some progress is possible without resolving this issue — applicable if you currently have a workaround or have a flexible time constraint.
    • Difficult to even make minimal progress without resolving this issue — this issue will need to be resolved soon, possibly before a scheduled product release. The affected Exago feature can still be used in the meantime but may require a workaround.
    • Cannot make any progress until this issue is resolved — a critical issue is that is preventing users from utilizing the feature and/or is holding up the implementation of a new system/upgrade.
  • Environment Type — choose what type of environment you are experiencing this issue on. This field is required. Choose from Production or Test/Staging.
  • Your Exago Environment — select the version and build that you are running in the environment selected above. If not sure, review the Understanding Exago Releases article. To find the current version and build information, press Ctrl+Shift+V anywhere within Exago. For example, if you are running v2019.2.8.22 of Exago, select 2019.2 from the Version dropdown and 8 from the Release dropdown. This field is required.
    • Version — choose the release year and feature set number from the dropdown.
    • Release — choose the patch number from the dropdown.
  • Operating System — select the operating system that Exago is running in the environment selected above. Choose from Windows or Linux.
  • Steps to Replicate — describe the steps taken to produce the behavior you are experiencing. Try to eliminate steps that are specific to your environment and external to Exago. This field is required.
  • Are you receiving an error or exception? — select whether or not an error message or stack trace exception is displayed when replicating the issue. This field is required. Select Yes or No.
    • Please provide the message/full stack trace here — will be displayed if the answer to Are you receiving an error or exception? is Yes. Copy and paste the error message into the provided textbox. Exago uses generic error messages to hide the full stack trace from end users. This stack trace can be found within the log file. Please note that If you’re using Remote Execution or the error is related to scheduled reports, the log file will be located in the Scheduler install directory. Otherwise, the log file can be found in the temp directory of the Exago install directory. For more troubleshooting information, see the Troubleshooting article. If you do not have access to the log file, please contact your administrator.
  • Have you recently made changes to your environment? (Exago, server, etc.) — select whether or not this issue appeared after making changes to the Exago environment. This field is required. Select Yes or No.
    • What changes were made? — will be displayed if the answer to Have you recently made changes to your environment? (Exago, server, etc.) is Yes. List any relevant changes that were made recently / changes that have been made since the expected behavior was last observed.
  • Have you recently updated to a new version/build of Exago? — select whether or not Exago has been recently updated in your environment. This field is required. Select Yes or No.
    • What version and build were you running prior to updating? — will be displayed if the answer to Have you recently updated to a new version/build of Exago? is Yes. Choose the previous version of Exago from the dropdown list.
  • Is this behavior report specific? — select whether or not this issue occurs for one report or many reports. This field is required. If the issue only occurs for one report or one type of report, select Yes. If it occurs for many reports or reports of different types, select No.
    • Are there any elements on this report that differ from other reports? — will be displayed if the answer to Is this behavior report specific? is Yes. Enter any information about the trouble report that sets it apart from others that do not experience the issue. These may include design elements, widgets such as charts and maps, Exago features such as conditional formatting or linked reports, formulas or anything else.
  • Is this behavior user specific? — select whether or not the issue is presented only for a specific user or group of users. This field is required. Select Yes if only one or a group of users sees this behavior or No if all users experience it.
    • User Specific Details — will be displayed if the answer to Is this behavior user specific? is Yes. Provide any additional details about the users experiencing the issue. Information such as web browser, browser version, operating system, screen size, or which API they are interacting with Exago is helpful.
  • Is this behavior machine specific? — select whether or not the issue is presented only when Exago is run from a specific server or from a specific client computer. This field is required. Select Yes or No.
    • Machine Specific Details — will be displayed if the answer to Is this behavior machine specific? is Yes. Provide as much information as possible about the machine that exhibits this behavior.
  • Can you replicate this behavior consistently? — select whether or not the issue can be easily replicated each time the Steps to Replicate are followed. This field is required. Select Yes if every time the Steps to Replicate are completed, the issue occurs. Select No if the issue only occurs some of the time.
    • Inconsistent Behavior Details — will be displayed if the answer to Can you replicate this behavior consistently? is No. Provide as much detail as possible about replicating the issue consistently, or additional steps to replicate the issue or other observations that may cause the issue not to appear in certain situations.
  • Do you have a workaround for this behavior? — select whether or not a workaround for the issue exists. This field is required. Select Yes or No.
    • Workaround Details — will be displayed if the answer to Do you have a workaround for this behavior? is Yes. Explain the workaround to stop the behavior from occurring.
  • What type of issue is this? — choose which component in the application this behavior is affecting. Choose one of the following options:
    • Report Design/Execution — the issue appears in the Report Designers or Report Viewers, relating to the structure of reports, report output, and execution. Additional options will appear below:
      • What type of report is it? — choose the type or report where the issue occurs. Choose from Express Report, Advanced Report, CrossTab Report, Dashboard Report, Chained Report or ExressView.
      • Please select all affected output types — choose the available export output types for the report. HTML refers to reports that open in the Report Viewer or are called with the GetExecuteHtml() API methods. Choose from HTML, PDF, RTF, CSV and Excel.
      • What browser are you using? — choose the web browser that is being used when this error occurs. This may not necessarily be the same web browser being used to complete this form. Choose from Chrome, Firefox, Microsoft Edge, Safari, Internet Explorer 11, Internet Explorer 10, Internet Explorer 9, Internet Explorer 8 or Other.
    • User Interface — front-end issues relating to menus, buttons, customization, and other visual components of Exago. Addition options will appear below
      • Is this behavior browser specific? — select whether or not the issue is presented only when Exago is run from a specific browser. Select Yes or No.
        • Browser Specific Details — will be displayed if the answer to Is this behavior browser specific? is Yes. Provide as much information as possible about the  browser that exhibits this behavior.
      • What browser are you using? — choose the web browser that is being used when this error occurs. This may not necessarily be the same web browser being used to complete this form. Choose from Chrome, Firefox, Microsoft Edge, Safari, Internet Explorer 11, Internet Explorer 10, Internet Explorer 9, Internet Explorer 8 or Other.
      • Are you using any custom CSS for styling? — choose whether or not any custom CSS is being used in your environment when implementing Exago. Select Yes or No.
        • Custom CSS Details — will be displayed if the answer to Are you using any custom CSS for styling? is Yes. Exago offers a default user interface design that can be overridden using custom CSS. Please describe which UI components have been modified, as this can have an impact on related issues. Include the modifications, or the custom CSS if possible.
      • Does your environment have any active Action Events? — Action Events consist of custom client-side and server-side code linked to UI components in order to change their functionality. Choose Yes if Action Events are implemented, or No if there are no Action Events in your implementation.
        • Action Event Details — will appear only if the answer to Does your environment have any active Action Events? is Yes. Provide as much detail as possible about Action Events in your environment. This may include what elements the Action Events are used on, the custom Action Event code, the expected behavior and the actual output behavior.
      • Are you receiving a JavaScript error? — Interruptions in interactive user interface functionality are sometimes caused by underlying JavaScript errors. To determine whether a JavaScript error is present, open the browser’s developer tools (typically by pressing F12) and navigate to the Console tab. Choose Yes or No.
        • — will appear only if the answer to Are you receiving a JavaScript error? is Yes. Provide the error message from the browser’s developer tools console and any other important information here.
    • Administrative/API — Back-end features and settings, including the Administration Console, API-related issues, and integration. An additional option will appear below
      • Where does the issue occur? — select which application component is affected by the problem. Choose from the dropdown:
        • Scheduler
        • .NET API
        • REST API
        • SOAP API
        • Database
        • Admin Console
        • Security
        • Other — specify where the issue occurs
  • Attachments — add any attachments to the ticket that help convey the issue you are experiencing. Attach screenshots, screen captures, XML report definitions, log files, exported report outputs or any other files that may assist the support representative in assisting with your issue.

Working with the Services Team

The Exago Services Team provides a variety of specialized services to Exago clients. The Exago Services Menu provides a list and description of available services from Exago. Exago Services are billed at an hourly rate. For more information, contact your Customer Success Manager.

What Information Do I Need?

  • CC — add an additional e-mail address to copy correspondence between you and Exago to someone else in your organization
  • Work with Services — Exago Services are billable. Read the confirmation statement, and if you agree check the checkbox. This field is required.
  • Subject — a synopsis what you’d like to accomplish with the Services Group
  • Description — a more thorough explanation of your needs. Including dates and times of availability is helpful.
  • Attachments — add any attachments to the ticket that help convey the issue you are experiencing. Attach screenshots, screen captures, XML report definitions, log files, exported report outputs or any other files that may assist the support representative in assisting with your issue.

Viewing My Requests

  1. Login if not done so already.
  2. Click View My Requests button underneath the search bar
  3. From the My Requests page, you will have the option to see:
    • My requests — show only requests that you have submitted
    • Requests I’m CC’s on — show requests someone else submitted but included you in the CC field
    • Organization requests — show requests from all other users from your organization, including requests you’ve submitted

Search Requests

From any of the My Requests views, use the Search Requests field to search requests by ID number or by subject. Enter the query and click the Submit button.

Filter Requests by Status

From any of the My Request Views, use the Status dropdown to filter the list by request status. Choose from:

  • Any — there will be no filter applied
  • Open
  • Awaiting your reply
  • Solved

Viewing Request Details and Communications

From any of the My Requests views:

  1. Clicking on the ticket allows you to view the ticket details. From here you will be able to see replies from the Exago agent assigned to your case.
  2. To see the details of your ticket, click the Click here to view detailed information about this Request link.
  3. To reply, enter your response in the textbox provided, then click Submit.

Reporting a Site Issue

  1. Click on the “Report Site Issue” button at the bottom right-hand side of the page.

What Information Do I Need?

  • CC — add an additional e-mail address to copy correspondence between you and Exago to someone else in your organization
  • Subject — a synopsis of the site issue you are experiencing
  • Description — a more thorough explanation of the trouble
  • Attachments — add any attachments to the ticket that help convey the issue you are experiencing. Attach screenshots or browser console logs if available.

This form goes straight to our site administrator.

Finding the Latest Exago Downloads

The Downloads section is where the latest Exago installers, add-ons, extensibility samples and downloadable documentation can be found.

  1. Login if not done so already.
  2. At the top of the page, click the Downloads link.
  3. The downloads page will display the most recent application installers and Exago Technical/User Guides.
    IODoKSxsu8.png

Downloading Exago Installers

  1. Click the Application Installer button for the version you’d like to download.
  2. Read the EULA and terms and conditions of Exago’s licenses. Check the I have read the EULA and accept the terms and conditions checkbox after you have done so.
  3. Read the Updating Guide to note any breaking changes in the version you are downloading. Check the I have read the Updating Guide checkbox after you have done so.
  4. Click the button for the installer you want to download, either the Windows Installer, the Windows Zip Archive or the Linux Installer.

Once downloaded, follow the instructions in the appropriate article for the chosen installer:

If you are unsure whether you have access to the application installers, please contact your organization’s administrator. If you are the administrator, user permissions can be updated by contacting Exago Support.

Was this article helpful?
0 out of 5 stars
5 Stars 0%
4 Stars 0%
3 Stars 0%
2 Stars 0%
1 Stars 0%
How can we improve this article?
Please submit the reason for your vote so that we can improve the article.
Table of Contents