There seems to be a problem with the case lookup tool under the 'My Active Request' section of the support page. It fails to find any case that is closed: This case number is definitely valid:

23-Emerald IV

Question

Case lookup tool not finding closed cases

There seems to be a problem with the case lookup tool under the 'My Active Request' section of the support page.

Case Tracker 01.PNG

It fails to find any case that is closed:

Case Tracker 02.PNG

This case number is definitely valid:

Case Tracker 03.PNG

Emeritus

Hi @TomU , thank you for bringing this to our attention, I have informed our web team who are looking into this.

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14-Alexandrite

When is this problem going to be fixed? I am having the problem again today 5/1/2019.

Wayne Schrock

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Emeritus

@WayneSchrock the web team have this on their roadmap to fix in July. In the meantime, you can view any case using the direct Case tracker URL and appending your case number: https://support.ptc.com/apps/case_logger_viewer/auth/ssl/case= for example: https://support.ptc.com/apps/case_logger_viewer/auth/ssl/case=98765432

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Emeritus

Hi@TomU, a quick update, the web team have fixed this issue. You can now search for cases again.

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