Cognos Insight!

Cognos Insight! is our new online Cognos Customer Support web application for logging product and account inquiries. You can also use it to manage your login to the Cognos Global Customer Services web site and update your contact information.

You can log Service Requests (formerly cases) for any technical issue regarding a Cognos product, if your company has current support for that product. See our Support Plans and User Guides for information on Service Request priorities and response times.

 

Time Zone Updates - We recently made changes to the way your time zone information is maintained. Click here for more information.

 

Logging Service Requests | Demos / Help | What's New in Cognos Insight!

 

To Log a Service Request in Cognos Insight! (formerly known as Case Management):

 

Online Demos / Help

Click the links below to learn more about the features of Cognos Insight! and view demos of it's functionality.

• Service and Support
• Submit a Service Request
• Additional information for Partner Accounts
• Cognos Insight! Help
• Cognos Insight! FAQs

 

For information on Service Request priorities, see our Service Request Priority Guidelines.

 

What's New in Cognos Insight!

 

New! Requesting a change to your registered time zone

The previous ability to modify the time zone on your own Cognos Insight! profile, or for a Primary contact to modify the time zone for any of the contacts associated with your account, has been removed. If you need your time zone to be changed please submit a service request for this, selecting 'Contact Change Request' in the Area field, and providing details of your location or time zone.

The previous ability to change time zones was causing confusion to many customers when their entitlements to assisted technical support did not automatically reflect their new time zone. This is a restriction of our system that requires us to manually associate a technical support contact with the support entitlements for their time zone. By asking that you submit a service request to have your time zone changed we can ensure that your support entitlements are correctly maintained. We apologize for any inconvenience that this may cause.

 

Recent Updates

We continually strive to improve the functionality and user experience of Cognos Insight! Here are some of the most recent significant enhancements and fixes:

• When submitting a new service request online the pick list of your support entitlements now shows only the unique product/entitlement combinations that you are associated with. This makes selecting the correct product and handling for your service request much easier, and will ensure that it is automatically assigned to the most appropriate available technical analyst without delay.
• All nominated Primary and Secondary support contacts within an account may now update any ongoing service request via email, just as they have already been able to do via the web.
• We are introducing automatic email notification messages in your preferred contact language. Update your profile in Cognos Insight! and choose your preferred language from a list of the 15 languages that we provide support in. As soon as we have completed the translation of the messages you will start to receive them in your preferred language. (Until then they will remain in English.)
• The sub-status of a service request that had just been resolved was sometimes incorrectly reported in the automated email notification sent to the service request contact. This error has now been corrected.
• If you prefer not to receive the automated email notifications related to your service requests you can now opt-out by indicating this in your Cognos Insight! profile.
• If you forget your login password a simplified procedure for resetting it has been introduced. You can now request the ability to reset your own password at the following page, https://support.cognos.com/passwordReset. Shortly after making your request you will receive an email at your registered primary email address containing instructions and a link to enable you to immediately create a new password online.
• When logging in to Cognos Insight! the username and password fields have been expanded for ease of use.

 

To read more details about Cognos Insight! updates, and find out how to update your profile with an alternate email address, see the recent Supportlink article Updates to Cognos Insight.