If you have a suggestion for a new Canned solution, please send it to Nikki Faulkner, and i

FIRST CHECK THE SOLUTION YOU WANT IS NOT ALREADY ON THIS LIST OR CAN NOT BE INCLUDED IN ON
1. Set the product to 'Other', `Landmark Software Manager', `PeopleSoft' or Customer Suppor
2. Set the Solution type to 'Canned Solution'
3. Set the Status to 'Active' so the solution can be used
4. Set the External Review field to 'Rejected' and leave the `Visibility' set to `Internal'
5. Enter a Note when requested that says 'Rejected for external visibility - common solutio
6. Enter the new solution in the section of this list marked 'RECENTLY ADDED'. Nikki Faulkn
RECENTLY ADDED
Add new Canned Solutions here (best practice is to run any suggestions past Nikki first so
158697 LSM: Client (external user) needs help logging on for the first time
158719 Outside Support: Halliburton employee directed to Landmark FIND
160637 Unsupported: Data Media, Hardware, Operating Systems/Platforms, Software
163740 Can¿t create case via portal: older version of Firefox or Mozilla
ALPHABETICAL:
96822 Contact details: Phone, email, name or site association updated
75984 Data: Client had corrupt/bad data
136605 Data: Client using incorrect format file to load data
106596 Data: Jointly troubleshot and corrected client's current data loading attempt
76992 Data: Suspected data problem - will investigate locally
79100 Defects: Status update given on Defect/Enhancement
90625 File/Info needed: Requested file/info (includes documentation) sent to user
133400 Fixed itself: Problem resolved itself - no intervention from Support or client
65969 Fixed themselves: Client determined Solution/Workaround. No details given
113972 Fixed themselves: Determined solution on their own - details in case summary
124322 Fixed themselves: Found solution on portal whilst waiting for Support
112409 FTP: Accessing the ftp site using a web browser I don't see what I'm looking for
2727 FTP: Passwords for ftp.lgc.com
65975 FTP: Supplied client with current isite (ftp) password (general information)
120795 Functionality not available in this product; but is available in another product
83956 Functionality: It is not possible with this or any Landmark product
87018 Functionality: Software working as designed
94350 General: Client directed to www.lgc.com website
86222 Hardware: Hardware appears not to be working - replace or repair
133399 Internal License: Access to internal licence website (Landmark staff only)
10231 Internal Process: DEV KIT's and their Support
140483 Internal Process: How Halliburton Employee's can get PC applications loaded
113634 Internal Process: Need ftp password to access training data (Landmarkers only)
104001 Internal: ftp site User ID and password
127232 Internal: How to contact IT helpdesk to get an internal Peoplesoft Account
128117 Internal: How to request latest releases internally (CDs from Distribution)
78509 License: How to request a license from Landmark
72448 License: License generated and sent to user
80923 License: You do not have the appropriate license to use this feature
87885 Local Assistance: Needs user name and password from local SysAdmin
153831 LSM Customer requesting media
155699 LSM: ESD Configuration not set properly
155471 LSM: Internal PeopleSoft account created or account issue resolved
153223 LSM: Media Request: How to request R5000 software media
155472 LSM: Unable to see Beta files for download in the LSM
89095 M&S - not current: Company is not current with their M&S contract
132414 M&S - Out of scope: Request is out of scope of the M&S contract
97583 New Release: Discussed the new product release functionalities
66529 No (as in, the answer to the users question is.)
65837 No Response: Attempted to contact client three times
87344 Not reproducible: Worked fine when support was involved
74457 Not reproducible: Workflow works in Support environment
113169 Operating System: Known OS issue
97221 Outside Support: Case handled by Landmark consultant not Customer Support
126334 Outside Support: Client referred to contact that provides requested service
114151 Permissions: Permissions incorrectly set (Windows or Unix/Linux)
92633 PIN: New user to be added to the system - new PIN generated
155927 Portal/LSM: Tool temporarily unavailable due to Landmark technical difficulties
146101 Portal: How to find Release Matrix for the latest versions of released software
109441 Portal: Client (external user) needs help logging on for the first time
108519 Portal: Client needs to know their PIN to access the portal
123262 Portal: Client would like to see their cases
124752 Portal: Common problems accessing/using the portal
108444 Portal: Created IT Helpdesk ticket for customer to resolve portal access problem
140404 Portal: How do I change my password for the portal?
110868 Portal: How do I find/download patches, scripts or utilities?
110137 Portal: Internal user (Landmark employee) needs to know how to log in to Portal
121660 Portal: Reset client's portal password
163740 Portal: Can¿t create case via portal: older version of Firefox or Mozilla
77332 Process: Added user to patch notification .
10330 Process: GeoGraphix Customer Support web site, Customer Central
65775 Process: How to submit emails to avoid generating duplicate cases
127018 Process: Patch on CD request completed by support
124133 Process: Patch/Software made available through emergency ftp site
133031 Process: Phone, email or other information on how to contact Support
128694 Process: Requested patch on CD - patch must be obtained from web
151927 Process: Software distribution US Dept of Commerce Export Compliance requirement
110138 Process: Why is my case closed when my defect is still open?
87675 PSV: Proactive Site Visit or Proactive Phone Call
72084 Reboot: Rebooting the computer solved the problem
88149 Reinstall: Reinstall the software and/or the Operating System
97823 Reports: Requested to run PeopleSoft searches/reports for a customer
78883 Resolved: Don't know which of several suggestions actually solved the problem
89305 Session: New session file fixed problem
73471 Systems - UNIX/Linux: MB3 menus won't work - check Num Lock/Caps Lock off
96148 Systems: No disk space available - increase disk space for application/data
68207 Systems: Out of Memory
83957 Systems: Problem was due to local systems issue
95862 Systems: Restarting the application/Oracle/X solved the problem
90809 Testing: Use this solution to close cases when Apropos/PeopleSoft testing
80067 Training given: One on one workflow training/referred to Release Notes/Helpfiles
65991 Unable to contact client. Phone number not in service/email not valid.
72450 Unresolved: Cannot duplicate the client's issue/problem
69181 Unresolved: Case created by mistake, but not a duplicate of an existing case
74232 Unresolved: Client decided not to pursue the issue with Landmark
69417 Unresolved: Client is unable to provide data/information requested at this time
65987 Unresolved: Client is unable to test solution or work on this issue at this time
102698 Unresolved: Client will try troubleshooting tips discussed
126103 Unresolved: No solution found for the time being (agreed by Tier 2 and client)
131713 Unresolved: Onsite consultant was unable to get feedback from user
160637 Unsupported: Data Media, Hardware, Operating Systems/Platforms, Software.
91998 User error: Problem was caused by incorrect typing or wrong button clicks
103962 UserNet: Answered the question with a UserNet Article
71049 Version: Install latest software version/patch
98319 Version: New release certified and is with Manufacturing and Distribution
123600 Version: Version requested by client has not yet been released
88709 Version: What is the most current version of the software/patches?
134364 Version: When is next version of the software due to be released?
68532 Yes (as in, the answer to the users question is.)
MOVED UNDER A PRODUCT (NOT SET TO CANNED SOLUTION TYPE)
78959 General Troubleshooting script for UNIX/Linux systems: tsscript (moved to Systems a
110590 Increasing OpenWorks tablespace fixed issue user is experiencing. Moved back
94406 Problem was due to OpenWorks Interpreter permissions (INTERP vs. LINTERP) Mo
REMOVED FOR NOW (STATUS SET TO EXPIRED) SINCE EXPORT COMPLIANCE CHANGES MAY MEAN THIS NEEDS
101582 File missing from users machine was sent to user
REMOVED (STATUS SET TO EXPIRED) SINCE EXPORT COMPLIANCE CHANGES MEAN THEY ARE NOT RELEVANT
96766 An unsupported script or utility resolved the client's issue or query - EXPIRED: Th
101913 CD required for software patch as connection to FTP server not sufficient
99324 Requested software/patch/script be made available on the Landmark ftp site.
90598 Sent Patch/software to Client via CD / FTP
REMOVED (STATUS SET TO EXPIRED) SINCE THERE IS A SUPPORT WORKFLOW THAT MEANS THEY ARE NOT N
WORKFLOW: Use PeopleSoft workflow to transfer the existing case to Licensing who now use Pe
72449 Licensing contacted to provide a new license for the user

WORKFLOW: Use PeopleSoft workflow to transfer the existing case to a new contact. Blank out
65998 Client requested that a different user be contacted to address issue.
82146 Duplicate case: A user with no PIN used this contact's PIN to call TAC.
82150 Wrong PIN entered. Created case with correct user PIN and closing this case.

WORKFLOW: Use PeopleSoft workflow to close case as duplicates. No solution is needed. Simpl
64930 Duplicate Case - Closed by Other Case.
79434 Cloning created extra cases
80100 Closed by other call (CBOC).
68468 Duplicate case. Apropos incorrectly replicated an existing case.
87024 Closed as a duplicate
WORKFLOW: Use PeopleSoft workflow to close case as a defect. No solution is needed.
126874 Defect is reported and fixed at next version. Workaround provided in defect des.
85497 At this time the desired functionality is not available - EXPIRED In this situation
REMOVED (STATUS SET TO EXPIRED/SUPERSEDED) SINCE THEY ARE DUPLICATES:
68619 A consulting opportunity has been created on your behalf. SUPERSEDED BY SOLUTION 12
99968 ASP/TWS issue - issue solved by TWS consultant SUPERSEDED BY SOLUTION 97221
66436 A workaround was determined. (DUPLICATE of 65969)
77882 Application is working as designed (DUPLICATE of 87018)
88469 Case opened in error - client selected wrong product. (DUPLICATE of 69181)
76609 Case was handled by Onsite Landmark Consultant. SUPERSEDED BY SOLUTION 97221
80891 CDs ordered for client through Account Manager SUPERSEDED BY SOLUTION 126334
122284 Client decided to close the case and pursue the issue internally SUPERSEDED BY SOLU
107810 Client determined Solution on their own. Provided Solution to how issue solved. (D
120014 Client determined solution on their own. Details in case Problem Description. (DUP
66436 Client determined workaround on their own. No details given. SUPERSEDED BY SOLUTIO
70488 Client experiencing problems running application on unsupported hardware or OS.
94049 Client installed a later version of the software to resolve this issue (DUPL
104983 Client is unable to work on this issue at this time SUPERSEDED BY SOLUTION 65
70180 Client listed did not contact us on this issue. Unable to determine client. SUPERS
76621 Client referred to consulting group. (DUPLICATE of 68619)
76621 Client referred to consulting group. SUPERSEDED BY SOLUTION 126334
126730 Client should ask other vendor to provide the relevant CD SUPERSEDED BY SOLUTION 12
87773 Close call - 3 attempts to contact client were unsuccessful. (DUPLICATE of 65837)
78687 Closed at the user's request SUPERSEDED BY SOLUTION 74232
84314 Closed by Customer. (DUPLICATE of 78687)
66365 Common Solutions (DUPLICATE of 78687, 84314, 65969)
79572 Contacted Account Manager/Representative with Client's request SUPERSEDED BY SOLUTI
75412 Contacted Landmark onsite/local support/local resources for further assistance. SUP
81586 Contact will continue discussion with local resources. (DUPLICATE of 75412)
131201 Customer checking to see if data for consulting data loading job has arrived SUPERS
133518 Customer in database, but name spelt wrong, now amended SUPERSEDED BY SOLUTI
125725 Customer in database but not attached to a site SUPERSEDED BY SOLUTION 96822
81104 Customer is not current on MS. (DUPLICATE of 89095)
94798 Customer querying why they have been sent a bitlock EXPIRED
133994 Customer Self Service: customer's internal IT issue SUPERSEDED BY SOLUTION 12
112829 Customer Self Service: Invalid entry when registering for the first time EXPIRED
124135 Customer Self Service: Patch had to be order on CD via Distribution (DUPLICATE of 1
108598 Customer Self Service problem: Getting 'not authorised' errors SUPERSEDED BY
133894 Customer Self Service: Registering - valid PIN and email address was not found SUPE
85670 Details are contained in case Notes (DUPLICATE of 66769)
82559 Existing Documentation either on Online Help, Release Notes, Installation Docs. (DU
89382 Fixed data and returned to customer with instructions SUPERSEDED BY SOLUTION 75984
91017 Folder Permissions in Windows not allowing access so changed to allow. SUPERSEDED B
131997 General internal IT request came into Support - referred to IT helpdesk SUPERSEDED
105633 Hardware repair/service required SUPERSEDED BY SOLUTION 86222
81412 How to add Scopus like time stamps to PeopleSoft notes (Expired)
106000 How to request a password for the GeoGraphix customer central website (DUPLIC
90894 Install the latest patch to fix this issue. SUPERSEDED BY SOLUTION 71049
133196 Issue being worked by a group outside of support SUPERSEDED BY SOLUTION 97221
109949 Issue passed to internal IT support SUPERSEDED BY SOLUTION 108444
73282 License Problem. (DUPLICATE of 75412)
122741 Moved user to correct site and unlocked account SUPERSEDED BY SOLUTION 96822
93696 Need to perform software upgrade in order for the issue to be fixed (DUPLICA
98077 No further response from client. (DUPLICATE of 65837)
78561 No response from client. (DUPLICATE of 65837)
75439 Not able to provide data, commercially sensitive SUPERSEDED BY SOLUTION 69417
68361 Not our software/hardware; user will contact other vendor. SUPERSEDED BY SOLUTION 1
131713 Onsite did not get feedback from userhen client is ready with all the details
102850 Performed over the phone/ email product and/or workflow training SUPERSEDED BY SOLU
68265 Permissions in UNIX file system caused problem SUPERSEDED BY SOLUTION 114151
96114 Problem was caused by bad data SUPERSEDED BY SOLUTION 75984
80718 Problem was fixed by rebooting the machine. (DUPLICATE of 72804)
71985 Problem with application solved by clean installation. (DUPLICATE of 88149)
72113 Problems occurred under strange conditions that did not persist. (DUPLICATE of 8395
106901 Process: How to add a user to the patch notification or critical defect list S
69197 Referred user to Release Notes/Online Manuals for answer to question. SUPERSEDED BY
73786 Removal of a corrupt parameter/session file was needed to use the application SUPER
117677 Request passed on to DevKit Support SUPERSEDED BY SOLUTION 126334
100587 Request passed on to Training coordinator SUPERSEDED BY SOLUTION 126334
68190 Resolved By User. (DUPLICATE of 65969)
99694 Restarting Oracle database solved integrity issue SUPERSEDED BY SOLUTION 95
95861 Restarting X solved the problem SUPERSEDED BY SOLUTION 95862
90627 Sales request passed on to Account Manager SUPERSEDED BY SOLUTION 126334
101209 Sent file to user as requested (NOTE: EXPORT COMPLIANCE RULES) SUPERSEDED BY SOLUTI
82255 Send patch to user. (DUPLICATE of 90598)
87018 Software working as designed. (DUPLICATE of 77882)
66769 Solution contained in case description (expired - used over 16000 times so being mi
66756 Talked with contact initially. Never heard from contact again after 3 attempts. (D
90610 Tested problem as described and software appears to be working correctly (DUPLICATE
66925 Uninstall/Reinstall/Repair SUPERSEDED BY SOLUTION 88149
90423 Unrecoverable data error - data needs to be retrieved from backup; data provider SU
89690 Unsupported version of Operating System installed SUPERSEDED BY SOLUTION 78439
103812 User is currently too busy to attempt recommended solution SUPERSEDED BY SOLUTION 6
69808 User needed product CD. (DUPLICATE of 80891)
127078 User requested access to the Internal License Web Page SUPERSEDED BY SOLUTION 13339
77027 User said he didn't call in. (DUPLICATE of 70180)
84378 Users found solution to the problem by themselves. (DUPLICATE of 65969)
97041 Version of the application is too old to be supported. SUPERSEDED BY SOLUTIO
72144 Walked user through process. (DUPLICATE of 80067)
113209 What is the ftp site for? SUPERSEDED BY SOLUITION 65975
68145 When client is ready with all the details, will call later (DUPLICATE of 69417))
94108 Workflow worked correctly when repeated by client with analyst SUPERSEDED BY SOLUTI
148094 Fixed themselves. (DUPLICATE of 113972)
143637 Reboot the server or contact the Oracle Database Administrator. (DUPLICATE of 72084
149816 To be addressed by/with the local database administrator (DUPLICATE of 83957)
BY SOLUTION 160637
121417 Unsupported: Application being displayed remotely using unsupported method
96605 Unsupported: Data media being used is not supported by our software
78439 Unsupported: Hardware/Operating System not supported for application being used
107356 Unsupported: Problem reported on old Landmark software
138282 Unsupported: This is not a Landmark or GeoGraphix product
77024 Unsupported: Unsupported 3rd party software is being used
121559 Unsupported: Will we support our software on a non-certified platform?