EverAg Customer Support Portal

The EverAg Customer Support portal is an easy way to submit cases to Support and how to find the status of any previously submitted issues. It will let you view or submit comments regarding outstanding issues, and even access exclusive training modules through My Ever.Ag University. A direct link can be found here. Contact support with any questions or issues with getting access to the portal at fieldalytics-support@ever.ag.

Accessing the Portal

The portal can be found by navigating to ever.ag, selecting Logins then Customer Support Portal, or a direct link can be found here.

Select "Log in" from the top right to be directed to the login page:

The email address will generally be the same email used to log in to FieldAlytics, as this is a single sign on solution. Enter your password, again this will usually be the same as would be used for FieldAlytics. Using the "Forgot password?" link will allow for a reset of the password (also updating FieldAlytics).

Successfully logging in will display a screen similar to below:

Across the top of the screen, My Support will let you view, comment on, track, or submit cases. My Ever.Ag University will allow you to access training modules. Additional video guides on the portal and how to navigate it can be found on the right side.

Viewing the Status of Previously Submitted Cases

To view the status of a previously submitted case, select My Support from the top of the page, then My Cases:

Once selected, there are many List Views available:

The most useful List View for checking on the status of a previously submitted bug report or enhancement request is "My Escalated Cases".

Any case can be selected for more detail, but this view also provides a quick snapshot of escalated issues. Important columns to note include the Case Closed Reason, which will categorize the case as a software issue or enhancement request. Status will generally be resolved unless this is still under investigation by Support, but the case will continue to be updated. The Development Request Status column which will provide near real-time updates from our development team as this item is worked on and the status is updated. See below for a summary of these statuses and what they mean:

Enhancement Request Statuses

Parking Lot - Default starting status for all enhancement ideas. Indicates the idea is captured but not yet being evaluated.
Kickback - More information is needed.
Not on Roadmap - Does not align with the current roadmap. Not prioritized and will not be planned.
Future Roadmap - Being considered for future planning. No timeline is committed at this stage.
Research & Evaluate - The PM team needs more time to determine next steps. Weekly updates will be added until the status changes.
Ready for Roadmap - Will be assigned to a Product Manager to scope out.
Discovery - PM has started scoping out the enhancement. Requirements and approach are being defined.
Review - PM will present the scoped work. Team will review for questions or changes.
Ready for Development - The idea has been presented to the development team.
In Progress - Development work has started. The assigned team is actively working on the enhancement.
Done - Enhancement has been released to production.

Software Issue Statuses:

Triage - Waiting to be assigned to a developer or team.
Backlog - Ready for prioritization but not currently scheduled.
Refinement - Scope and requirements are being clarified.
To Do - Waiting for refinement or development to begin.
Selected for Development - Assigned to a developer. Work has not yet started.
In Progress - Work is actively being completed.
In Review/Code Review - Code is being reviewed by other developers.
Ready for QA - Passed code review. Waiting for QA testing.
In Testing/Testing - QA testing is in progress.
On Hold - Work paused due to blocker or missing information.
Blocked - Work cannot continue due to dependency or missing info.
Canceled - Work will not be completed. Decision made by PM or Dev team.
Approved - Work is fully tested. Ready for release.
Ready for Release - QA complete and ready for deployment.
Done - Released to production.

For those who have never used it, some additional setup may be required, so please contact support with any questions or issues with getting access to the portal at fieldalytics-support@ever.ag.