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T
23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
July 25, 2016
Question

Windchill Performance Advisor - Support Lacking

  • July 25, 2016
  • 4 replies
  • 8227 views

Normally when I create technical support cases the response time is very good.  The case will quickly get assigned to a technician and I will typically get a phone call (or email) within a couple of hours.  I'm having the exact opposite experience with the "Windchill Performance Advisor" product area.  It's almost like there is no one assigned to monitor cases created for this product.

Most recent example:

  • Case created on July 12th
  • Realized on July 15th that no one had contacted me or even been assigned to the case yet so I escalated it.  Almost immediately I received a call from a manager promising that a tech would contact me on the next business day.  He then asked if I could de-escalate the case, which I did.
  • July 25th (today) - The case still hasn't been assigned to anyone and I'm still waiting for the first contact.

I'm also noticing that this "product" isn't listed in the All Products list when filtering existing cases.  Not under "Performance Advisor" and not under "Windchill ..."

Is there something going on with this area of technical support?  Should I NOT be creating cases under this area?

4 replies

Marco Tosin
21-Topaz I
Marco Tosin21-Topaz I
21-Topaz I
July 26, 2016

Tom,

I've been able to apply filter only in "Cases opened by my Company" tab, using Windchill PDMLink.

"Cases opened by myself" doesn't work.

Marco
T
23-Emerald IV
TomU23-Emerald IVAuthor
23-Emerald IV
July 26, 2016

Yeah, that doesn't help me.  I'm the only one in my company that opens cases.  (Currently at 350 over the last 4-1/2 years.)

T
Tmetcalf5-Regular Member
5-Regular Member
July 26, 2016

Good day Tom,

I have been in contact with the Windchill team:

1.  Your case is in hand

2.  You will be getting contacted shortly

Best,

Toby

P
Pierre_M5-Regular Member
5-Regular Member
July 26, 2016

Tom,

Thanks for reaching out to us. I'm sorry you're experiencing those delays. I've contacted the team in charge of the PA support to make sure they get back to you and I am looking into the issue regarding the missing value in the product drop down list.

    T
    23-Emerald IV
    TomU23-Emerald IVAuthor
    23-Emerald IV
    July 27, 2016

    Still waiting...

    Two of my cases still haven't been assigned to a support technician.  One was opened in May and one was opened two weeks ago.

    Again, these aren't huge critical issues, so I don't need a call back the same hour or even the same day, but I shouldn't have to wait weeks or months.  The response time for this technical area just seems very poor compared to what I normally experience with other areas.

    Without revealing too much "behind the curtain", can you explain how cases get assigned?

    T
    23-Emerald IV
    TomU23-Emerald IVAuthor
    23-Emerald IV
    July 27, 2016

    Wouldn't you know.  I hit the "Add Reply" key and PTC techs start calling... 

      P
      Pierre_M5-Regular Member
      5-Regular Member
      July 27, 2016

      Tom,

      I looked into the "missing Windchill Performance Advisor" value in our web tools, and the reason it's not there is that the Performance Advisors are considered as features of the Products (Creo Parametric, WIndchill PDMLink...) and not product themselves. As a consequence, they are listed in the "Technical Area" field of the tools when this field exists (Case logger, search filter...)

      Marco Tosin
      21-Topaz I
      Marco Tosin21-Topaz I
      21-Topaz I
      July 27, 2016

      Pierre,

      I'm not trying to take shortcuts, but I would like to take advantage of this discussion to make you aware that, since last October, I opened two calls to TS because not all Creo sessions are loaded in my Performance Advisor for Creo dashboard.

      Below link to calls and a picture showing how sessions in my dashboard are vanishing.

      https://support.ptc.com/apps/case_logger_viewer/auth/ssl/case=12799022

      https://support.ptc.com/apps/case_logger_viewer/auth/ssl/case=12837883

      Capture.PNG

      Before Liveworx one of yours PM told me that, after this event, in which would be presented the new gadget on the use of features, R&D would resume work on open calls.

      I think that, before developing new features, it would be better, at least, to fix the existing ones, especially if data aren't loaded into a system that analyze this data to take corrective actions.

      As you can see we switch from Creo 2 M160 to M210 (after I read a couple of recommendations), so I believe in this tool, but it's hard to use it if data are loaded randomly.

      This change has led to a crash reduction and to an increase of the MTTX time, but it is also evident a drastic reduction in the number of loaded sessions (for many users two months are passed without new loaded sessions).

      Marco
      T
      23-Emerald IV
      TomU23-Emerald IVAuthor
      23-Emerald IV
      July 27, 2016

      Marco Tosin‌, not a hijack at all.  That's the point of this discussion.  There seems to be a bit of a hole in tech support coverage for the performance advisor area.

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