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PeterCaseCommunity Manager
Community Manager
April 19, 2017
Question

April eSupport Updates: Connected Case Logger, Improvements to the Proactive Zone, Recommendations, Proactive Notifications, and Release labels corrected.

  • April 19, 2017
  • 21 replies
  • 7280 views

Our April web release is primarily aimed at increasing convenience and helping connected customers to get ahead of problems.

For customers who are not yet taking advantage of the benefits of proactive support, connecting is straightforward and free‌.

 

Connected Case Logger.

When opening cases, eligible customers will now be able to select connected products from the product list.

  • After entering system details, you'll no longer be prompted to enter any other information PTC already has on record about your system
  • The engineer who handles your case will be able to access info about your system, reducing ,and in some cases removing entirely the need to send data to PTC
  • Creo and Windchill are covered in this release. Integrity and ThingWorx will follow soon.

 

For a 2 minute overview see below:

 

Proactive Zone and Recommendations

Several of you shared feedback on the Proactive Zone, introduced in the December release, and we took some steps to accommodate early requests.

This time, the experience has been revamped to be more seamless, surfacing the most relevant proactive information to enable you to take earlier preventative actions.

Amongst the changes:

  • Widget loads inline and has a progress indicator; no more "page jumping"
  • Widget text has been simplified and the number of pending recommendations is shown
  • Recommendation lists and the recommendation viewer now contain recommendation details for Windchill
  • Completed recommendations are hidden by default, and accessible by checkbox

 

Proactive Notifications in eNews and Alerts

You'll no longer receive emails about Recommendations which you have set to "Snoozed", "Ignored" or "Completed", allowing you to focus on the recommendations you are tracking.

 

Granting Access to the Performance Advisor

For those customers who would like to grant read-only access to their performance advisor data to a partner (or any other PTC account holder), an option will be made available soon to enter an email address.

 

Creo and Integrity Release Values

To our relief, and no doubt yours too, a longstanding issue with Release names for Creo and Integrity products has been resolved.

Previously, some articles displayed what appeared to be a "duplicate" product name in the applies to field. The product names have now been removed from our release values, leaving the "Applies To" field much cleaner.

 

OLD release info:

old_release_info.jpg

NEW release info:

  new_release_info.jpg

 

Other Changes this Release

 

For a full set of release notes for the April 13th ("17.2") web release, see here.

21 replies

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T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
April 28, 2017

No, there haven't been any changes since this discussion started.  I did have a case last year to remove several old GUIDs from performance advisor since there was no way for me to hide them.  (C13198448)  I just checked and sure enough, three of the GUIDs shown in the case logger list are these same three old (supposedly removed) GUIDs.  Apparently whatever change was made to performance advisor to hide these doesn't also hide them from the case logger.

There seems to be three distinct issues here:

  1. Old GUIDs that have been removed from performance advisor still appear in the case logger list.
  2. Newer GUIDs (in the last 12 months) that do appear in performance advisor are not available in the case logger list.
  3. Some of the friendly names that have been created in performance advisor do not show their friendly names in the case logger list.

Marco Tosin
21-Topaz I
Marco Tosin21-Topaz I
21-Topaz I
May 2, 2017

Hi Peter,

yesterday I received an email WITH 10 recommendation (1 new and 9 completed).

Today I received an email WITHOUT any recommendation, despite 1 of them was still new (but is for a dev server not for a production).

See attached images.

Capture.PNG

Capture.PNG

Marco
T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
May 9, 2017

Peter Case‌, another update for you.  During case creation today we noticed that the case creator is using incorrect values for the connected systems.  For example, here are snippets from Windchill Performance Advisor for one of our systems.  Notice the Windchill Release:

 

Here is what we see during case creation:

The datecode is completely wrong, and it's not like this is a recent change.  We've been running this datecode for months now and the data is being refreshed on the Performance Advisor site nightly.

Any idea where the case creator is getting the wrong information from?

P
PeterCaseCommunity ManagerAuthor
Community Manager
May 10, 2017

Thanks for letting us know about this, Tom Uminn. I've asked the systems team to look into this with high priority.

Marco Tosin
21-Topaz I
Marco Tosin21-Topaz I
21-Topaz I
May 10, 2017

Hi Peter,

there are a couple of other broken things since yesterday.

If you refresh PA for Creo dashboard none of the gadgets are visible.

To see them you have to simulate to add gadgets and close that window.

In dashboard window there is also something new (see attached image).

Capture.PNG

In the right upper corner it is impossible to select.

Capture2.PNG

Marco
P
PeterCaseCommunity ManagerAuthor
Community Manager
May 10, 2017

Tom Uminn

Our systems team found the root cause and it's in fact related to the missing CPS issue which you also highlighted here.

As our incremental cron is not finding the equivalent release info on the system on which we create our cache, it is inserting F000.

Sorry that this has taken longer than expected to fix. With the wider impact that this is now having, I'm escalating the issue with missing releases.

Peter.

Marco Tosin
21-Topaz I
Marco Tosin21-Topaz I
21-Topaz I
May 11, 2017

Hi Peter,

I forgot to mention you in my last post wrote yesterday morning, so maybe you miss it.

Marco
P
PeterCaseCommunity ManagerAuthor
Community Manager
May 12, 2017

Hello Marco Tosin‌,

Sorry for my delay here. I've been in touch with the team who manage the Performance Advisor pages and can share an update:

- A new release of the PA was deployed this week to add some sharing features

- The team are aware of these issues and are working on them

- We can expect a fix early next week

If it helps, the PA seems to be working on Firefox build 51.0.1 for me. The drop-down menu top right was available and I could navigate to my Dashboard.

Debug on IE is showing me the error: "Unable to get property 'Widgets' of undefined or null reference"

Peter

P
PeterCaseCommunity ManagerAuthor
Community Manager
May 15, 2017

Good morning Marco Tosin‌

The Creo Performance Advisor development team have confirmed that the blank dashboard issue is now fixed. I tried this morning and it looks good here.

Please let us know if you continue to see any problems.

Thanks,

Peter.

Marco Tosin
21-Topaz I
Marco Tosin21-Topaz I
21-Topaz I
May 16, 2017

Hi Peter,

sorry for my late response but I was out of office for a vacation and I'm returned just this morning.

I confirm that all is working right and I can also see two new voices in the drop down list.

Thanks.

Capture.PNG

Marco
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