Provide a Business Impact Statement for a Bug

Summary

Bugs can be a frustrating aspect of working with any software, but not all bugs have the same impact on users.  A bug may be a minor inconvenience that can be worked around or it can be a showstopper that prevents work from being accomplished. For Esri's developers to know what impact a bug has, and thus what priority it should be given, we rely on our customers to provide additional information about the challenges these bugs cause.

If a technical problem you are facing is caused by a software bug in an Esri product, and that bug has been attached to a support case for your organization, you can help Esri prioritize the bug by providing additional information about the business impact in My Esri.

You will see the option to add additional information if:

• Your organization has active software maintenance, and
• Someone else in your organization hasn't already added additional information

Procedure

To provide additional information, follow the steps below.

1. Go My Esri and log in using your Esri Account.

2. On the Organization Profile page for your organization, click the Support drop-down, and click Bugs & Enhancements, as shown in the next image.

Note:
You must be an authorized caller and member of the organization in My Esri. This account must be linked to your Customer Number to view cases and bugs.

3. On the Bugs & Enhancements page, notice that you can see all the defects submitted or attached to your cases on your behalf. You can search, sort or even export a list of defects using the options shown. You can expand a specific defect by clicking the plus sign (+) on the left-hand side of the record.
4. Once you have expanded a bug, you will see a plus icon on the right-hand side of the bug record, as shown in the image below. Click on this button to open the additional information dialog window. 

5. Complete the Additional Information form shown below. Include the number of people affected and a business justification that explains the impact of this bug to your company.

Note:
Bugs leading to critical production issues should be reported to your Account Management team. If you are a member of Esri Premium Support or an International Distributor please contact your Technical Account Manager.

6. Click the Submit button.
   You will receive an automated email serving as a record of your submission.