Updates to Cognos Insight!

In an effort to continuously improve our services and process, we’ve made some important enhancements to our global customer care system, Cognos Insight!

Improved Pick List

Previously, the pick list within Cognos Insight! had some usability challenges due to duplicate products and entitlements appearing. We’ve now streamlined this so that you now only see the unique product and entitlement combinations. Note too that you can perform a wildcard search in the Starting with field in query bar at the top of the pick list window. Simply enter an asterisk (*) followed by any word that appears in the product name that you are searching for and press the Query button. For example, if you enter *Studio and perform a search, you will see the complete list of products with Studio in the name. Please note that the search is case-sensitive.

Updates by Email

Changes to the way in which Cognos Insight! handles emails sent to insight@cognos.com enable all nominated primary and secondary support contacts to now update via email any ongoing service request (SR) under their account. Prior to this release only the contact who owned the SR could update it via email.

Email Notification

In addition to the emails you receive from a support analyst dealing with your service request, there are specific instances where you will receive automatic emails. These are triggered by the submission of a new service request, the resolution of an on-going service request, and the successful update by email of an on-going service request. Now, you have the option of opting out of receiving these automatic emails.

To do this, simply log in to Cognos Insight! and select My Profile then My Settings, and User Profile. Next select Edit. Within this tab select the checkbox Opt-Out of Automatic Service Request Notification Emails.

Mixed Case Email Addresses

If your email server sends your messages with your email address in mixed case characters, for example John.Smith@XZYCompany.com, then Cognos Insight! is currently unable to use this as your primary email address and user name.

However, you can use this as your alternate email address.

To update your alternate email address:

1. Log in to Cognos Insight!
2. Click the My Profile link in the top right corner of the page.
3. Under the My Settings heading, click the User Profile link.
4. Click the Edit button, complete the information on your profile as necessary.
5. Click the Save button to record your changes.