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T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
October 29, 2021
Question

PTC-Assisted Community Support

  • October 29, 2021
  • 2 replies
  • 2161 views

Please adjust the case logger recommendation algorithm to stop encouraging users to post their question to the PTC Community instead of opening a case when their case description includes the word (or file attachment named) "traceback".  No one on the PTC Community can analyze these files.  Only TSEs can do this.  Having the case logger suggest they post to the community instead of opening a case doesn't help anyone.  Thanks.

 

! : Fatal error encountered. A traceback has been written to
! : C:\ptc\workspaces\traceback.log
! : Please send it to Technical Support.

 

TomU_0-1635539058681.png

 

    2 replies

    L
    Leigh5-Regular Member
    5-Regular Member
    November 1, 2021

    Hi TomU,

    Thanks for posting this feedback!  I have reached out to the applicable team for their review/response.

    Best

    Leigh

     

     

      S
      splesko13-Aquamarine
      13-Aquamarine
      November 8, 2021

      Hi TomU,

       

      Thanks again for posting this feedback.

       

      We have reviewed your proposal. We agree and confirm that traceback files can only be analyzed by Technical Support. We plan to provide better guidance in the  Support Assistant with regards to traceback files. Please allow us some more time until we can offer a solution. Thanks in advance.

       

      Best,

      Sasa

        T
        23-Emerald IV
        TomU23-Emerald IVAuthor
        23-Emerald IV
        November 9, 2021

        @splesko,

        Here's a perfect example from this morning:

        https://community.ptc.com/t5/3D-Part-Assembly-Design/Creo-Crashes-sometimes-on-Assemble-Part/m-p/757432#M121509

         

        These are showing up almost every day.  The sooner you can do something about it, the better.  Telling the user to go create a case after their previous attempt to create a case got them redirected to the community has to be frustrating (for them and us.)

         

        Thanks.

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