Welcome to Gensym's HelpLink!

Get the latest updates and announcements from Gensym at the Gensym announcements page.

Announcement

Gensym/Versata has taken an initiative to move Gensym Support to a more reliable, efficient and stable platform. We have identified JIRA to be the new support system and after extensive testing, we are now making it available for all of Gensym's Customers. This can be accessed at this location.  http://gensym-support.versata.com (in order to access JIRA securely please use https://gensym-support.versata.com instead; please note that you will need to accept a self-signed certificate from Versata the first time you access the secure location)

Tip: Please bookmark the link above for ease of use.

Issue Migration: All issue information from Helplink is being moved into the new support website (JIRA); this migration process is planned to be complete by Jan-31-2009.After the migration is complete Helplink would no longer be available for external customers. Meanwhile, Helplink would continue to be available at this location (www.gensym-support.com) purely for referring to old issues and generating temporary license codes.

Note: After the migration, Temporary License Code Generation which is tied to Helplink would be avialable by sending an email to service@gensym.com , meaning this would not be a self serviced system but would be handled by Gensym's License Manager on request through emails. An alternative self-serviced system is being planned and should be made available by March-31-2009.

Important changes to be noted:

1.     To submit/file new issues, visit JIRA at  http://gensym-support.versata.com

2.     If you do not have credentials for the new support site (JIRA) at http://gensym-support.versata.com,  send an email message to service@gensym.com with your full name( First Name, Last Name), email address and the name of your organization.

3.     If at any point you experience trouble accessing the new support site (JIRA) or the old support site (Helplink), kindly send an email to service@gensym.com  along with the description of the problem.

::HELPLINK LOGIN::

Login Name:

Password:

International Traffic in Arms Regulations (ITAR)
The International Traffic in Arms Regulations (ITAR) restrict US entities from sharing certain information and data, including but not limited to Technical Data, as that term is defined by the ITAR, as well as other sensitive information and/or data with foreign nationals. Gensym and its affiliates employ foreign nationals and engage third party offshore entities that employ foreign nationals to provide many professional and support services. As a reminder to you and your company, no ITAR controlled data should ever be submitted to a Gensym site or sent directly to Gensym support. Typical product support should not require sharing ITAR controlled data. If, however, your company feels such data sharing is necessary, please contact your account manager to discuss the situation in advance and, if mutually agreed, arrange explicit delivery to a U.S. person who is permitted to receive ITAR controlled data.

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