Skip to main content
P
PeterCaseCommunity Manager
Community Manager
December 19, 2016
Question

December Web Release: Introducing the Proactive Zone, improvements to Subscriptions and more

  • December 19, 2016
  • 31 replies
  • 11870 views

On December 16th we introduced some changes which are aimed at helping you to connect your products to PTC for an enhanced support experience.

You'll see these changes if your company, or your online supervisor has switched on proactive support for your web account, or if you open cases with us on eligible products

 

For those who already connected, the new proactive tools will check whether you are getting the most out of our services, and if not, guide you to take greater advantage of what we have to offer. You'll see a new widget on the eSupport portal which displays your proactive status for eligible products.

Select  "Complete your journey" or "Learn More" to see the remaining steps for you to become fully connected and proactive:

 

See below for a short video overview of all changes in this area:

 

 

 

 

As well as the more visible changes around proactive support, we've also improved your experience with subscriptions, offering a more accurate and complete list of product families for better refinement of your bulletin preferences. For customers accessing the portal in Chinese or Japanese, we've fixed an issue with articles in your native language showing an “Article Not Found” error, when opened from a subscription email.

 

 

 

For a full list of other updates and fixes in the (16.4.1) December web release, see our Release Notes here

    31 replies

    Marco Tosin
    21-Topaz I
    Marco Tosin21-Topaz I
    21-Topaz I
    December 19, 2016

    Hi Peter,

    it seems that latest changes you made have disabled the possibility to add/delete subscription email.


    See attached image.

    eSupport.PNG

    Marco
    P
    PeterCaseCommunity ManagerAuthor
    Community Manager
    December 19, 2016

    Hi Marco,

    Thanks for reporting this. We're looking into the problem and will address soonest. Sorry for any inconvenience.

    S
    sbenke-2Community Manager
    Community Manager
    December 19, 2016

    Hi Marco,

    In Summary tab, we are listing user subscriptions. Please refer below URL to add/delete Software Update and Reference Documents Subscriptions.

    https://support.ptc.com/appserver/cs/subscriptions/subscriptions.jsp?p=tab_sftupdates

    Marco Tosin
    21-Topaz I
    Marco Tosin21-Topaz I
    21-Topaz I
    December 19, 2016

    Hi Sagar,

    thanks for your answer.

    The link you provided is the right to update my subscriptions.

    Marco
    M
    mbakke1-Visitor
    1-Visitor
    January 3, 2017

    Peter,

    I have taken the journey and show 100% being proactive. Now how do I make that table disappear from my eSupport page?

    P
    PeterCaseCommunity ManagerAuthor
    Community Manager
    January 3, 2017

    Hello Mike,

    Congratulations on completing your journey and getting fully connected! You can be sure that you're getting full benefit from your connected products. As mentioned in the short video for the December release, this is "V1" of the Proactive Zone, and we're aiming to gather as much feedback as possible to continue improving the features we offer. Right now, there isn't a way to dismiss the widget on completion, but we can consider this as an option for a subsequent release. Are others keen to see this ?

    Do you have any other feedback to help us improve further ?

    M
    mbakke1-Visitor
    1-Visitor
    January 3, 2017

    Having some way to minimize or remove the widget would be nice. Between the banner which links to this page and the widget you're using a lot of web page area. It's nice to be able to see my widgets I have configured for quick glances at current support cases etc. without having to scroll half of a page.

    So far I am not seeing any huge benefit but I can see the potential. Due to the private nature of our company I am not allowed to share the Windchill system information at this time but the only Creo advice has been marked as "difficult" to troubleshoot as it pertains to stability. Many of our stability issues tend to be with Windchill (local cache) or specific to our models.

    T
    23-Emerald IV
    TomU23-Emerald IV
    23-Emerald IV
    January 3, 2017

    Ditto to what MIKE‌ said.  I shouldn't have to keep looking at these (and waiting for them to load) every time I visit the support page:

    Once the journey is complete, they should go away!  🙂

    P
    PeterCaseCommunity ManagerAuthor
    Community Manager
    January 4, 2017

    Thanks Tom and Mike.

    We do have a Change Request recorded to be able to dismiss the banner and as it's been 2 weeks, I've just expired the current one.

    I'll pass the feedback on to our Proactive Support team about the desire to automatically remove the Proactive Widget to free up space once complete, so they can consider this in their V2 design.

    Marco Tosin
    21-Topaz I
    Marco Tosin21-Topaz I
    21-Topaz I
    January 9, 2017

    Hi Peter,

    I would like to inform you that, despite all my Windchill recommendations are in Completed state, I still have 9 of them in the daily mail from TS.

    See attached images.

    It is the intent behavior or there is some issue?

    Thanks.

    1.PNG

    Marco
    Show more replies
    Terms & ConditionsCookie settingsAccessibility statement