myOSIsoft

Welcome to myOSIsoft feedback page!

We created this forum to hear your ideas, feature suggestions, and feedback on myOSIsoft including the OSIsoft Customer Portal and Partner Portal. Please suggest your most important features and design change ideas on this site, and vote for your favorite ideas. All of the feedback you share on this forum is monitored and managed by OSIsoft Customer Success team.  

Please note that your ideas and comments posted here are visible to all other users.

  • For reporting any bugs in the portals, please open a case through myOSIsoft Customer Portal (https://my.osisoft.com) under the "Customer Portal" category instead of sharing them here.
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  • For any other technical support needs, please open a case with OSIsoft Tech Support through myOSIsoft Customer Portal instead of sharing them here.

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  1. Improve MSF mismatch instruction

    Currently, the instruction says, "Please confirm that you have uploaded the correct MSF. If this issue persists with a correct MSF, please open a support ticket by selecting the option below". The instruction can be inferred as the user has uploaded an incorrect MSF and a correct MSF will resolve the issue which may not be true.

    Recommend to change to "Please check that you have generated the MSF on the correct machine and uploaded the correct one. Then open a support ticket and state the reason for a new license in the support ticket by selecting the option below"

    5 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  2. Add a view only user type restricting option to raise support cases

    We have few section of users interested in learning module and others who would be only having view (read-only) access to customer portal.

    The current list of user types in https://customers.osisoft.com/s/knowledgearticle?knowledgeArticleUrl=kA01I000000BKNxSAO allows any user having SSO account to open a case with Tech. Support.

    Can we have another user type with only read-only access i.e. no privilege to create support cases? This will be beneficial in that all cases raised with OSIsoft tech. support goes through an internal IT support team keeping the process simple and efficient.

    Submitting this feedback on request from our OSIsoft Customer Success Manager.

    9 votes
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    1 comment  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  3. Show nick names I have added on Product page along with serial numbers for case creation

    I don't think anyone knows all the serial numbers for their PI archive servers. On the products page I have added nicknames to the archive server entries so I know which server is which serial number.

    When I create a case and have to choose a server - bring over that nick name as well instead of just serial numbers.

    1 vote
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  4. Automatic case creation for license generation error

    As a admin user, when experienced an error during license generation, I would like a technical support case created automatically on my behalf. And a representative from OSIsoft to contact me regarding the error. Currently, I need to contact technical support manually when experiencing a license generation error.

    2 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  5. Enhance Tech Support Case Creating Description Window

    Enhance the Case Form description window when entering in a new tech support case.

    Allow the description window to be full screen.
    Support basic formatting of text.
    Support pasting of images.

    The current description window is both too small and is difficult to format the text to simply convey complicated issues.

    2 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  6. Download case attachments

    JNJ would like to be able to open attachments / download attachments to cases, but can only open “simple types” like word / PDF / excel, etc. If a zip is uploaded it is more or less useless to a portal user, cannot view, cannot download.

    1 vote
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  7. Format of tech support cases

    Threading features in tech support cases can be confusing, especially for large, long, complex interactions. The same message appears in multiple places in the thread making it hard to follow.

    1 vote
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  8. custom filter for tech support cases

    JNJ would like to be able to create custom filters for their tech support selection tickets, like for this list of sites, non NOC open cases, etc.

    1 vote
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  9. Improve case description formatting

    As a user who creates TS cases, I would like the formatting of the description to persist from the "create a case" dialog to the case details itself. After submitting a case, the formatted description loses its line breaks, etc, making for a much more difficult reading experience.

    2 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  10. Allow PI Connectors to be searched and selected

    Currently, when you choose "Collection" under the Product Family, the list that appears under Product And License is limited. For example, the PI Connector For UFL does not appear and you cannot search for it. This defeats the purpose of the new Customer Portal, since customers have no choice but to exclude the product name and version in these cases.

    If having a full list of PI Connectors would make the page too slow, then at least allow specific PI Connectors to be searched and selected.

    2 votes
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    1 comment  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  11. Be able to choose the preferred time zone or location of the tech support engineer

    Currently, myOSIsoft is set up to minimize the time that a customer needs to wait before receiving a response after they create a case. However, this means that if a customer creates a case outside of their regular working hours (e.g. overtime, irregular part-time), then the tech support engineer might not even be in a similar time zone as the customer. The initial response from OSIsoft will be fast, but subsequent communications will be delayed and difficult, and remote sessions would be cumbersome to schedule. In many cases, the case is not urgent and a smoother overall experience is worth…

    1 vote
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  12. Change the default text of links from "http://" to "https://"

    In existing cases, users have the option to add a link. By default, the link text is "http://". This should be changed to "https://", since the world is migrating more and more towards HTTPS, and it will help familiarize users with the idea that the secure version of links should be used whenever possible.

    2 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  13. "Close case" option for all cases

    I would like to be able to request to close a case regardless of its current status. Currently there is a button available if the case is in "Answered" status, and I can post or e-mail on the case to let them know to close it otherwise.

    14 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  14. Improve category selection on case creation page so that it's clearer which to select

    The case creation page requires a selection of a category (eg. "Technical", "PI Developers Club License", "Customer Portal"), but at the moment, we are finding a non-negligible quantity of cases are submitted to the incorrect category.

    This category selection is what allows the system to route the case to the right team, and incorrect selections can result in delays with the case.

    The page does not clearly convey what each category is meant for, unless you know to hover over the categories to see the tooltips. However, this is not intuitive, and leads to incorrect selections.

    Having spoken with several…

    8 votes
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    1 comment  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  15. Filing an EA Tech Support case for a specific site

    Since EA software licenses are managed on the EA virtual site, they are losing the ability to track cases filed against products as well as a site or sites. They would like to be able to track these items against both, as well as filter against both.

    3 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  16. Order the version numbers

    When you go to create a new case online, you must choose the version number of the program. Please make sure that the versions are always in order. For example, for PI DataLink, the version numbers are listed in descending order, which is fine, but then 2019 was sloppily appended at the bottom of the list, even though it should be at the top.

    2 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
  17. Add hyperlink to "case link" on emails on TS cases.

    When a customer gets an email related to a support case, there is a case link in the email, however that case link is not a hyperlink and the customer needs to copy and paste it into a browser. It would be nice if this was a hyperlink to direct the customer to the case page of the customer portal.

    3 votes
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    0 comments  ·  On-line Case Creation  ·  Flag idea as inappropriate…  ·  Admin →
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