Support & Services FAQs and Help
Q&A for Help with IFS Resources - CEC, LCS, ISC, ServiceNow, Academy, Scope Tool, etc.
- 38 Topics
- 130 Replies
IFS Internal Support
I am currently running the support desk for our IFS Apps 9 application, servicing over 350 full license users. Am struggling a bit to keep up with demand for usual service items, permission sets, user amendments, general functionality questions alongside a backlog of change requests (Some large, some not so big) alongside Projects, and a potential upgrade. I also have a number of integrations that always require supportI have an analyst, and a developer who helps from time to time but is dedicated to the business. We have a small technical team that look after the on-prem servers, but thats about it. What size teams are typical for similar businesses? We use the HR with health and safety, SFWB, Finance, Service, Relationship Management, Supply chain to mention a few along with a fair amount of config. We have a small pot of funds to support configurations that are out of my knowledge base and some functional support. Its a fair amount, and I am approaching the business leads for more
How can I check the Gold Support Term update history?
When the Gold Support Terms or Global Support Policy are updated, we, the 1st line, must inform our customers with support service contracts of the changes.Global Support Policy has a update date in the document so we can check if it has been updated or not.However, Gold Support Terms has no such date and the only way to find out is to check the difference. To begin with, does IFS change the Gold Support Terms from time to time?If so, I would like to be able to confirrm the date and content of any updates. Best Regards,
IEE single user unable to login
Environment:IEE, IFSv10 UPD 11 Enabled single sign-on via ADFS securityProblem:Windows security pops up when user tried to connect through SSO (Sign in as current user) as shown below User can log in when they type username and password, however, User gets kicked off sporadically and the system locks them out completely. It unlocks after 5-10 min or more and they are then able to connect only by typing in username and password and not through current user link shown aboveChecks/Tests done:Checked user configuration on both IFS and Active Directory account Requested user to close IFS and all other applications before changing password Confirmed no sessions on FND_CLIENT_LOGON_TAB before requesting user to retry connection, which still failed, but after awhile let the user connect. User was provided a different PC to rule out if it was machine related issueNote: The timeouts ae irregular. User had no issues until a week ago. User says no change occurred from their end. Other users are ok
Cannot log out of ServiceNow
Starting last week, I am unable to log out of ServiceNow: https://support.ifs.com/csmI would like to log out of my main account to login under a customer’s account.I get the following message when I click my name then select “Logout” Error details:Activity ID: c37eb43c-90a8-431b-3b07-0080010000e3 Error time: Tue, 18 Apr 2023 18:44:08 GMT Cookie: enabled User agent string: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/220.127.116.11 Safari/537.36
Service Center cases search
Hello,The service center portal allows searching for cases based on specific criteria: However, since the data presented on the portal shows very limited attributes of cases, it is not possible to take advantage of such fancy search options. Does someone know how to use this effectively?
Please tell us abount Global Support Policy.
Please tell us more about the contents of Global Support Policy.Q1. For customers using IFS Cloud, if they exit “Continuous Support” without updating RU, will they be migrated to “Restricted Support”? Or will it no longer be supported?Q2. In ”Severity Level Definitions”(P5), what exactly is the definition of Urgency 1 through 3?Q3. In ”Error Correction Delivery Policy”(P6), the following is described. “a single patch will only be delivered for the current Update -2 or later.” Does this mean, for example, that if the latest Update is 18, single patch corresponding to Update 16 will be provided?Q4. In “Glossary of Terms” (P9), does “Current Release” mean IFS Applications10 including all the latest Updates and single patches?Q5. Please tell me what exactly you mean by the following statements in “Current Release”. “other currently supported Releases as designated by IFS in the then current IFS Support Policy.”Best Regards,
IFS Support link broken on Customer Portal?
I was set up with my IFS customer account and logged into the Customer Portal (https://portal.ifsworld.com/portal/) the next day. Initially, the IFS Support link was completely broken, opening to void(0);. Sometime later it began working with a direct click opening the Support Portal (https://support.ifs.com/csm ). I suspect there may have been a delayed permissions issue. However, trying to right-click to “Open link in a new tab” fails. I’m using latest Chrome. Is this intentional behavior?
Need help in finding impact of log4j Vulnerabilities
Could someone please confirm if IFS version 10 is impacted by following log4j Vulnerabilities?We are using Oracle version 19.3.0.CVE-2019-17571CVE-2020-9488CVE-2021-4104CVE-2022-23302CVE-2022-23305CVE-2022-23307 Refer https://logging.apache.org/log4j/1.2/ Thanks
Portal Account Locked How to Reset Password
Hi everyone,My password has expired to the new customer portal. The re-set password link from the IFS.com page links back to the old portal with the old user names. Has anyone been able to re-open an account since the change to the new portal? any tips are appreciated Thank you
IFS Support System
I tried to set up my IFS Support password but every password is telling me that: The password does not meet the password policy requirements. Please check the mentioned 'Password Complexity Requirements'. I used the policy requirements, but it keeps being rejected. Who can I contact about this?
Can i train and certified from other user account
Hi Team, Can any one let me know the answer on the below query ASAP. one of my friend having IFS academy login details for learning purpose i am using his login.. can i have certificate on my name by using his account , pls explain the process. Regards,Patan M.
IFS Portal Login
I’m having problems logging into the portal. I haven’t used it in a while and it won’t allow me to reset my password. I get “Invalid Username or User has not been approved. Please type your IFS username correctly and try again.” when I submit my username. I even tried to “register” but it says my username and email address already exist.
Problems Logging into Customer Portal
Is anyone else having issues logging into the Customer Portal? I ran into the below error last week, reset my password and was good. I’m getting the same error, changed my password again and I still can’t log in. This has been going on for the past 3 weeks or so.
Customer Engagement Center (CEC)
I am trying to raise a support case via the CEC and it is not working - it has been a good while since I’ve had to use the portal but nothing is working - I can log in but it won’t allow me to view cases (loads are missing) but also I can’t raise a new one. Has something changed? We are still paying our support charges even for Apps9. Help very much appreciated.
Loss of Send Email Option for Customers
Hi. Changes this big should not be hidden inside periodical maintenance notifications. This change in email usage has a great possibility to do massive harm in the capabilities for communication between the vendor and customer. In our case we have a light (and sufficient) email-integration in use between our own and IFS’ ticket portals. Now it’s unclear if this will work from now on. It is vital to have it working. Will get back to this after talking about it in more detail with our IFS consultant.
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