My Service Requests is an online support-request tracking system that provides convenient access to MathWorks support organization.
You can use this new feature to:
After the request has been satisfied, the system archives your entire correspondence history for review at any time.
If you already have an account, you can check your service requests now.
If you are having trouble using the Create New form within My Service Requests, please send details to the Service Request Administrators.
Yes, you will need to either log in with an existing MathWorks Account or create a new account to submit and track Service Requests. You can create an account as part of the request creation process.
No, your license does not need to be current on SMS to open a Service Request online. The system puts no restrictions on who may use the interface. Depending on the type of support you are requesting, though, you may need an active license. See the Eligibility Requirements for Technical Support for more information.
Yes. The process for answering customer requests has not changed. My Service Requests simply provides a historical record of related e-mail correspondence between you and MathWorks; it does not interfere with or modify that communication.
Yes. My Service Requests provides additional functionality and benefits for users. However, you can always contact the Support staff by phone if you prefer to prefer to speak with someone directly.
If the Service Request has already been published, the following conditions will trigger an update:
As soon as the new request has been created in our internal support system, you will receive an e-mail confirming the receipt of the new request along with the new Service Request ID. This should normally occur within a few minutes after submitting your request.
Your service request is uniquely identified by the Service Request ID. This ID will never change. You should reference this ID when contacting a support engineer regarding your request.
See Solution 1-Y87LG for more information on the Thread ID.
Solutions will show up exactly as they appear in your e-mail, within the communication history section of the individual Service Request detail pages.
Yes. You can attach related documents when you create a request or update one with comments. See question 12 regarding size limits to file attachments.
The files attached to any e-mails you receive will also be available online. The My Service Requests area generally provides a historical record of related e-mail correspondence. This record also includes any files we had previously sent to you.
Files must be 5MB or smaller. If you want to upload or receive larger files, you should use MathWorks FTP server.
Yes. After a Service Request has been addressed, the entire correspondence history will be available online for review at any time. Service Requests initiated via phone or e-mail after the release of the My Service Requests will also be published. There may be a short delay in publishing requests initiated via phone or e-mail as those requests require additional review by internal staff.
The Web interface, My Service Requests, went live on June 28, 2006. Upon request, MathWorks Support will publish an older Service Request to the Web. This can include requests that are closed.
Not automatically. You can submit a comment on a closed Service Request and request that we reopen it, which we will do if appropriate. Note: New comments on closed Service Requests will not necessarily reopen a request. Simple acknowledgments and thank you's, for example, will be recorded with the Service Request, but will not prompt reopening of the request.
Not automatically. If you decide you no longer need help for your issue, you can click the "Close Request" button. The Support team may need additional information to officially close the request. Likewise, when they solve an issue, they will close the Service Request for you.
No. You can only see your own Service Requests. If you attempt to open a Service Request that is not assigned to you, you will see an error message. In future phases, we will enable users to share Service Request information with members of their company or other associations.
No. This functionality may be available in future phases.
For more information on how these statuses are used, review the status legend.
By default, the following items related to your Service Request will be published automatically:
A MathWorks staff member can also publish other files and communications relevant to your Service Request.
Yes. Based on the country specified in your MathWorks Account, your request is routed to the appropriate office.
If support in your area is provided by a local MathWorks distributor, you will not be able to track your Service Requests online. In this case, you should work directly with your local MathWorks distributor for updates on your request.