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

Peter Case‌, I like where this is going but I'm curious why the datecode has to be entered before the Creo connected system can be selected.  You already know the datecode of each UUID, why not just let users select the UUID alone?  It seems redundant to have the datacode listed twice on the same form.

Also, the ability to use the UUID to select a system really highlights the need to either use the real hostname for the system (that has already been uploaded to PTC) or use a custom name (like on the Windchill side).  See Possibility to change email form mask in Windchill notifications - display sender with "Name, First name" instead of ema…

Most of my Windchill systems have been given "friendly" names but when creating a new case only one of these friendly names actually shows up.  Any idea why?

Edit:  To compound the issue, the lists don't match.  Some of the GUIDs that are listed in the case logger aren't available in Performance Advisor and conversely, some of the GUIDs listed in performance advisor are not available in the case logger.  Had to switch back to the old way to create a case...

Hi Tom Uminn,

Thanks for sharing this early feedback. You've zoned in on the area where we had the most iterations on the design (read: "challenges").

The dichotomy we faced was not to undo the previous work we had put in to de-cluttering the UI, yet still to harvest a system ID to improve the later case-opening and investigation experience.

As Creo was a special case (no current ability to give a user-friendly "GUIDName" as you mention below, and some accounts having 1000+ connected systems), we used datecode as an intermediate filter, and made the 30 character UUID optional.

Populating the datecode if a user pastes in a UUID as you suggest should be fairly trivial. I'll check if we can include this for the early June release.

We're also intending to add capabiliies to "select recent", which should improve the experience further.

Tom Uminn‌

We'll dig into why there is an inconsistency here.

One possible explanation for the missing user-friendly GUIDNames is that they were just added, and not picked up by the daily cron which updates the back end data cache.

I'll report back once we've investigated. Sorry for this inconvenience.

One possible explanation for the missing user-friendly GUIDNames is that they were just added, and not picked up by the daily cron which updates the back end data cache.

All of my friendly names have been in place for at least 6 months so this is not due to a recent change on my end.

Hi Peter,

I have waited one more day before replying to this article, to see the exact behavior of Proactive information.

Yesterday my daily eNews had a total of 15 proactive information (but only the last 10 was listed, like you said in an old discussion) while in My Support Recommendation I saw only the 6 in tracking state.

This happens because I received recommendation that are in Completed state for old servers that were deleted by R&D from the list of my connected servers.

Today I had a total of 16 (but only the last 10 was listed) while in My Support Recommendation I saw only the 7 in tracking state.

Strangely I have 1 new recommendation despite NONE of my 5 server has new Transmitted data in my dashboard.

Hi Marco Tosin, could you please forward to me the emails you received? If you could highlight the recommendations which are coming from the old servers (the completed ones which R&D deleted), and also the unexpected new recommendation, wihch is not in sync with the PA dashboard, that will help with the investigation.

Just sent.

Thanks for your help.

Hi Marco Tosin

Our developers suspect that some of the files were not pushed in the latest web release, which may have led to this issue.

A new code push was made yesterday (which also included a "select most recent" connected system in the case logger)

Could you please check today's batch of notifications and let us know if you are still seeing recommendations which are in a state <> "Tracking" ?

Many thanks

Hi Tom Uminn

Sorry for my late reply here. We will be pushing a fix next Thursday, May 4th, which will sync what you see in the case logger with the data in the Performance Advisor. This said, having checked the current Performance Advisor data we have for Transmatic's systems, we only see 8 unique Windchill GUIDs, of which 2 have a defined name. Can you confirm whether some of your GUIDs have been removed or merged since posting this thread ?

Thanks,

Peter.