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T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
December 21, 2018
Question

Log Case for eSupport Web Tools

  • December 21, 2018
  • 2 replies
  • 4383 views

Why am I not allowed to create cases for the eSupport Tools?  I'm having an issue with the case logger and I'd like to open a case to deal with it.  For some reason that is not allowed.  I went ahead and created the case using Windchill as the product but I'm curious why I can't just create it directly for the tools themselves.  Thanks.

 

eSupport Web Tool Case.png

    2 replies

    D
    dsoames1-Visitor
    1-Visitor
    January 4, 2019

    Interesting - I got exactly the same.

     

    It would actually be a really useful way of raising issues

    H
    Heidi5-Regular Member
    5-Regular Member
    January 7, 2019

    Hi @TomU the ability to open cases for Electronic Services was removed soon after starting this eSupport Help Community. The community is the only place we offer support for our online tools today, unless it’s user account support, in which case customers can log a case here.

    T
    23-Emerald IV
    TomU23-Emerald IVAuthor
    23-Emerald IV
    January 7, 2019

    @Heidi,

    Just to be clear, I was trying to create a case using the product in the list called "eSupport Web Tools".  I figured that applied to the case logger.

    Case Logger - eSupport Web Tools.png

     

    The purpose of the case was to investigate why the connected systems displayed in the case logger are out of date and disagree with my current systems (and what is displayed in performance adviser.)  The issues are specific to my GUIDs and systems, so creating a general thread here on the community didn't see appropriate.  Ultimately I created a case (14704878) under "Windchill PDMLink" and then the technician who picked it up created a new case (14713931) under "Electronic Services" (which apparently I'm not allowed to do.)

     

    It just seems difficult to get specific (private) help with the case logger or other support tools.  The link you sent seems to be more related to account issues (can't login, lost password, etc.)  It doesn't seem like the correct place for logging issues with the eSupport site itself.

    tbraxton
    22-Sapphire II
    tbraxton22-Sapphire II
    22-Sapphire II
    January 28, 2019

    I have also encountered the same, I have multiple open and closed SPRs that are no longer reported when queried in the on line search. I noticed when searching over the weekend, it is definitely a problem for tracking SPRs and cases. 

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