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PeterCase17-Peridot
17-Peridot
October 3, 2022

Hi @GA_8753295, sorry to see you're having trouble with our Case Management tools. We've run a quick sanity check on your web account and it checked out fine. You're entered as a PTC Verified Partner account with active maintenance. 

Our systems team will start to explore logs in case this is an issue on our side.

Could we also ask you to do some troubleshooting ?  Please log out of your eSupport session, clear cache and restart your browser, then after restarting and logging in again, check that the SecUID and SecMD5 cookies are both set.

Once this is confirmed, please try again and let us know the result. 

Many thanks, 

Peter.

  

    G
    GA_87532951-VisitorAuthor
    1-Visitor
    October 4, 2022

    I tried to clear cache, also tried to login from an other computer. No luck. 

    P
    PeterCase17-Peridot
    17-Peridot
    October 4, 2022

    Thanks @GA_8753295 for trying these steps. They helped us narrow down to the root cause. 

    On checking the permissions set for your account, it looks like you do not have the "Log Cases" permission: 

    PeterCase_0-1664877569746.png

     

     

    Usually this permission is added by default on account upgrade, along with the "Software Update Access" permission, which allows users to download software. 

    Could you please contact one of your Online Supervisors to request the log cases permission ? There are 4 associated to your account, and you will find them in the Account Management > eSupport Settings tab. 

    Once this is configured, you will have access to cases opened by your company, as well as the log cases option. 

    Many thanks, 

    Peter. 

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