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21-Topaz I
STEVEG21-Topaz I
21-Topaz I
May 16, 2018
Question

Access to old PTC support tickets

  • May 16, 2018
  • 1 reply
  • 5156 views

I was trying to look at some old cases of mine.  When I clicked on the link I get Access Denied.  It says: "Error: You do not have access to view case xxxxxxx.  Please try different case number below."  This particular case # is 3370950.  Why can I not see old cases of tickets I opened?

 

ptc_old_case_access.jpg

    1 reply

    H
    Heidi5-Regular Member
    5-Regular Member
    May 18, 2018

    Hello @STEVEG the case number you cited is invalid. Case numbers start with 1, please double-check the number for your case and try again.

    S
    21-Topaz I
    STEVEG21-Topaz IAuthor
    21-Topaz I
    June 4, 2018

    Hi @Heidi,

     

    Then why is it listed as one of my cases.  I remember opening this case.

     

    3370950.jpg

    Older cases didn't start with a 1.  I can access case #07475323 from January 2010.

     

    There are many cases like this that I don't have access to anymore.  I can export the list and send them to you if you'd like.  ALL my cases from when I started at my current company in April 2000 through November 2009 show either I don't have access to that call or the call doesn't exist.  Anything from December 2009 and on I can get into.

     

     

    H
    Heidi5-Regular Member
    5-Regular Member
    June 14, 2018

    @STEVEG Sorry for the delay in coming back to you, I have been out of the office for a few days.

    The case viewer enables you to view details of cases that are up to approximately 8 years old. Cases older than that (and only 7 numbers long) were managed in our old CRM system and are not connected to the case viewer. Case 3370950 was opened over 15 years ago which explains why it is not possible to view the details through the case viewer. Is there something in particular that you need to access in the cases from 8+ years ago?

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