About the Service Request Manager
Below you will find a list of frequently asked questions about the Service Request Manager.
What information can I see in the Service Request (SR) Manager?
In the SR Manager you can see a summary of your service requests opened with National Instruments after April 1, 2009. This includes service requests opened for technical support and to return a product (RMA).
In addition, if you have a service program membership you can view the detail of your service request including e-mail correspondence and notes entered by the NI applications engineer.
You will be able to view the detail of a service request that has been opened to return a product regardless of service program membership status.
Note: The SR Manager is unable to display the status of bugs that you have reported or files that have been exchanged via email or the ftp site.
How do I open a new service request?
To open a new service request please visit the Get Assistance tab within the Service Request Manager or request support at www.ni.com/ask. Web-based support is available 24/7 for all customers and direct phone and email support requires a valid service contract. NI applications engineers are not available during holidays. In addition to direct phone and email technical support, software maintenance contracts also include the latest software upgrades and maintenance releases and access to on-demand training through the Services Resource Center.
Why can't I see my service request?
There are a few reasons why you may be unable to see your service request online:
Why can't I see my service request details?
A service program membership is required to view service request details. Your service program membership is displayed in the Services box in the SR Manager. If you feel that your membership is in error, please verify that your account information is correct. If the information is correct please contact us regarding your service. It may take up to 1 business day for your service information to update once you modify your account information.
In addition to direct phone and email technical support, the benefits of NI Service Programs include free software upgrades and maintenance releases and access to on-demand training through the Services Resource Center.
RMA service requests may not have detailed information if a support engineer was not involved in the return. At this time information about receiving and shipping RMA hardware is not available in the SR Manager.
How often are the details of my service request updated?
Service request details typically update as the support engineer adds or changes information in the service request. E-mail correspondence that you send to the support engineer will not display in the details section until the support engineer has reviewed the e-mail.
How can I provide an update to NI about my service request?
There are two ways to provide an update about your service request to NI.
What does the status of my service request mean?
How do I close my service request?
Please contact the engineer assigned to your service request to close the request. Please make sure to reference your service request number.
Can I reopen a closed service request?
After a service request is closed it cannot be reopened. Please contact NI support via www.ni.com/ask if you have a new inquiry.
Can I view service requests opened by my colleagues?
A service request can only be viewed by the person that opened the request.
How do I give feedback on the Service Request Manager?
We appreciate your feedback on the SR Manager as we work to continually improve this system. Please send us a message with your feedback. We may not be able to reply to all messages.