CBP Says it Needs More Information for Trouble Reports
CBP said there has been an increase in the number of ACE Reports problems that have been reported to CBP. It said when the problems are reported, there's inadequate information to the Helpdesk for the ACE Development Team to investigate,…
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leading to delays in processing and resolution of the problems. As a result it said it would need additional information, including user contact details, primary account ID#, ACE Login ID, name/number of report and type, date and time report was last run successfully, date and time report was last run unsuccessfully, user ID that ran the report, specific parameters such as search criteria used in report search, detailed description issue, error message/code received, screenshot of error attached to ticket, browser type and version, Java version and operating system used. To open a CBP Technology Service Desk trouble ticket, it said users should call 1-866-530-4172 or send an email to ace.support@cbp.dhs.gov.