IDKCS005496
How to open an incident with Mapp for DMC support WrittenApr 18, 2017

 
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CIM - Customer Interaction Manager

 Objective
When there is a CIM/DMC integrated environment, some issues may require an incident to be opened with Mapp for DMC support.

Environment/Conditions/Configuration
Any CIM/DMC integrated environments​


Procedure
Incidents may be opened with Mapp by using the ServiceNow portal or by calling Mapp Customer Support.
 
The Mapp customer portal powered by ServiceNow and can be found at http://mapp.service-now.com/csm
Your user name will be the email address with which you are known as a user on the DMC system. If a user name is not available, see the Additional Information section for details.
The first time you want to log in, please press the "forgot password", and fill in both the username and email address fields with the email address you use to connect to DMC, and a new password will be sent to you.
 
Mapp Customer Support can be reached at the following phone numbers:
US
+1-619-295-1856
 
EMEA
UK: +44 (0) 800-013-5689
FR: +33 (0) 1 81 89 12 89
DE: +49 (0) 89 12009 866

Special Considerations

Additional Information
If integrated CIM/DMC customers do not have an individual DMC user account, they may use the one which has been configured in CIM.  The DMC user information is stored in the CIM deployment in the WEB-INF/classes/trm.properties file.
 
Property Value
dmc.webservice.username= The DMC user / email
dmc.webservice.password= The DMC user / password
 
Note: Do not reset the password or settings for this user as this user is used by the application with the current user information.  If the customer has no choice but to reset the password, then the new password must be set in the trm.properties file as well (requires an application restart).