New Case Tracker Issues

Fully agree, new case tracker has some first version regression bugs/gaps and that will it very cumbersome for us customers.

Hi @TomU and @awijkmark 

Thanks so much, both, for sharing valuable feedback on the new Case Tracker and I'm sorry to read that the new release of the Case Tracker has not met your expectations.

We've been closely monitoring comments shared using the feedback slider in the tool itself since release 2 weeks ago, and fixed an early/urgent issue with the "Opened With" filters, which were excluding License Management and Cloud cases.

For now the result set is showing cases opened with all PTC departments, and we plan to reintroduce the "Opened With" option very soon.

While we're working through this, and the other issues you've reported we'll add a link at the bottom right of the page to allow users to revert to the previous case tracker, as shown in the image below. We have this on test and it should appear on production in the next day or so.

@awijkmark , to keep everything in one place and encourage other users to share feedback, I've merged your thread "Backfire-on-the-new-case-tracker"  into this one and will respond to the issues you've raised here. I hope that's ok for you.

Responding to the items raised:

Release Communication
In addition to the Announcement on MyPTC homepage, this page contains release information and a short how-to video on the new Case Tracker. We'd encourage anyone who didn't get a chance to so far to read and watch this.

Export Options
Our previous Case Tracker offered export to CSV and .XLS. We removed .XLS as this is a legacy format used by Excel 97-2003 and retained CSV as the only export format for initial release.

PTC employees and customers have both shared that the CSV format has some inconveniences:

1. Users with regional settings which do not use a comma as list separator were seeing all case information shrunk into the first column on each line.

    - Workaround: Control Panel # Region # Additional Settings # switch "List Separator" to comma.

2. Release formats were not showing correctly when viewed in Excel, for example "12.0" was auto-corrected in Excel to "12".

     - Workaround: (In Excel): Use Data # Import Text / CSV and precision formatting shows correctly.

     - Next steps: We're working on a change to add both tab-separated (TSV) and Excel (.XLSX) formats as convenient options for export in an upcoming version. With these additional options the intention is our users won't need to resort to copy-paste from a web page to Excel.

Sort Filters on "Last Modified"
We have a bug here which we missed in QA. @TomU , thanks for reporting. The sort order does attempt to sort across the active dataset, but is not ordering correctly. All other (alphabetic) sorting does apply to the entire dataset.

     - Next steps: We will address this in the coming weeks. The fix will show cases chronologically or reverse chronologically.

Last Modified Date
This issue is data-specific and will unfortunately also be present in the old Case Tracker. A system update in our CRM marked last updated date of many cases as 13-August-2021. Pulling data from a different source revealed inaccuracies with case comments and attachments not triggering an increment and our teams are working to find a solution here.
 

   - Next steps: We're considering switching "Last Modified" to "Created Date" temporarily in the Case Tracker while work to find a solution to the data issue is underway. I'll request a timeframe to solution from the CRM team and if more than a few weeks, will move forward with the switch to Created Date.

Results Pagination

The Case Tracker can potentially pull in 1000s of results (large accounts, all cases, all time) so we currently paginate @10 for performance and to make the page more manageable for users.
As the primary aim of the tool is to help users locate the case they need from a large dataset with sorting and filtering to quickly narrow down results.
A secondary aim is to cater for some level of "accounting", for example when an Account or a TSAM performs a review of cases for a given timeframe. To keep the UI fast and uncluttered, we're relying on the export to cover this need (and will improve those capabilities soon as noted above).
@awijkmark coming back to your request, once the most pressing issues above are resolved we'll explore options to add, and load-test a "Display results in one page" feature.

Once again, thanks for the helpful feedback.