April eSupport Updates: Connected Case Logger, Improvements to the Proactive Zone, Recommendations, Proactive Notifications, and Release labels corrected.
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:
NEW release info:
Other Changes this Release
For a full set of release notes for the April 13th ("17.2") web release, see here.