CSMS Message: 13-000582

Recently, there has been an increase in the number of ACE Reports problems that have been reported to CBP. It has come to our attention that, when these problems are reported, there is inadequate information being provided to the Helpdesk for the ACE Development Team to investigate. This has led to delays in processing and resolution of these problems. In order to successfully diagnose an ACE Reports problem, please ensure you provide the following information for a Trouble Ticket to be created:

• User contact details (i.e., company name, email, and telephone number):
• Primary Account ID#, if applicable (SCAC, IR#, Filer Code, etc.):
• ACE Login ID:
• Name/number of report and type (canned report, modified report, ad hoc):
• Date and time report was last run successfully:
• Date and time report was last run UN-successfully (or when user noted problem started):
• User ID that ran the report:
• Specific parameters (search criteria) that was used in report search (i.e.,: start time, end time, IR #):
• Detailed description issue:
• Error message/code received:
• Screenshot of error (attach to ticket):
• Browser type and version:
• Java version:
• Operating system used:

This information will allow the ACE Development Team to investigate and resolve your ACE Reports issue in a more thorough and efficient manner.

To open a CBP Technology Service Desk (TSD) trouble ticket, please contact the CBP TSD at 1-866-530-4172 (24hours/7 days a week)or you may send an email to: ace.support@cbp.dhs.gov.

Immediately after receiving an email, a response message with the assigned ticket number will be sent back to the requester.