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T
TW_103473985-Regular Member
5-Regular Member
October 20, 2022
Question

Cannot access Cases raised with my PTC Account

  • October 20, 2022
  • 1 reply
  • 1638 views

I cannot access Cases raised with my PTC Account. The Case is opened, but then it says I do not have access. Any ideas?

1 reply

V
vnamboodheriCommunity Manager
Community Manager
October 21, 2022

Hello TW_10347398,

Thank you for using PTC Community!

You should be able to use the case tracker to track cases created by you or other users from your company. 
 

  • Open the case tracker(login to your web account if  not already logger)
    1. Track cases using Customer tracking number(case number)
    2. Apply filters and track cases open(by user/company/product/date created or range/Contact/Opened with(department)

       

By default the above filters will be pre-selected. You need to ensure you edit the Opened with filter to show cases opened with all the departments and not just technical support.

Do try this and let me know if it works.


If it doesn't you may use this web account case logger to open a case have this checked by a web account admin from PTC.

 

Best Regards,

vnamboodheri

 

 

T
TW_103473985-Regular MemberAuthor
5-Regular Member
October 21, 2022

Hello vnamboodheri,

 

I tried changing the filters, however this did not make a difference.

When I open the cases I receive the following error:

"Error: You do not have access to view case 16601165. Please try different case number below."

For example on cases 16601165 and 16600948. See image below.

I have opened a case with the Web Account Case Logger.

 

2022-10-20_16-36-48.jpg

 

Thanks

 

Tim

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