topic Re: PTC Technical Support and eAlert emails in PTC eSupport Help Discussions

PTC Technical Support and eAlert emails

llie — Tue, 27 Nov 2018 17:39:54 GMT

In the last week or two, the format has changed for the WORST. Each software used to be broken into builds like we subscribe to, Creo Parameteric listed Creo 2 in one section followed by Creo 3 in the next section under Creo Parametric.

Now they all fall under on section called Creo Parametric and are all mixed together. It is this way for each subject. Now I have to hunt and pick for Creo 3 Parametric issues.

Has everyone else seen this regression?

Re: PTC Technical Support and eAlert emails

Marco_Tosin — Wed, 11 Nov 2015 15:37:21 GMT

Me too.

Re: PTC Technical Support and eAlert emails

Tmetcalf — Thu, 12 Nov 2015 14:24:53 GMT

Good day Lance,

Thank you for letting us know and I will be looking into the matter further.

I may not have an update until next week, but will post the findings when I have them.

Best,

Toby

Re: PTC Technical Support and eAlert emails

BenLoosli — Thu, 12 Nov 2015 15:11:37 GMT

It started with the emails last Friday 11/6. The email on Thursday 11/5 was broken down by version still.

Re: PTC Technical Support and eAlert emails

Pierre_M — Mon, 16 Nov 2015 13:56:19 GMT

Lance Lie, Mar Gru‌, Ben Loosli‌

We've found the root cause of the problem and are now working on a fix. We have 2 possible approaches to display the information and I am interested in your input.

Let's say we have 3 articles

Article 1 which applies to Creo 2.0 and Creo 3.0
Article 2 which applies only to Creo 2.0
Article 3 which applies only to Creo 3.0

We basically have 2 ways to structure the notification email, both with pros and cons

Option 1
- We break down the list by Product/Version (based on what you subscribed to) : 1 section for Creo 3.0 and 1 section for Creo 2.0
- Under each section, you'll see all the articles applying to this product/release with the caveat that a given article could apply to 2 sections. As a consequence, the email might be longer and some articles might appear several times in different sections
- For instance in our case
  - Creo 2.0
    - Article 1
    - Article 2
  - Creo 3.0
    - Article 1
    - Article 3
Option 2
- We just have 1 list per Product and add a column to the list which shows to which release the article applies to
- It would produce a more condensed email, but would prevent you to have a "release" break down of the list of articles
- For instance in our case
  - Creo
    - Article 1 -- Creo 2.0 to 3.0
    - Article 2 -- Creo 2.0
    - Article 3 -- Creo 3.0

Do you have a preference ? Which one would be the most convenient for you guys ?

Re: PTC Technical Support and eAlert emails

dgschaefer — Mon, 16 Nov 2015 14:07:43 GMT

I've been following this but haven't been in the discussion.

From the standpoint of one who uses multiple versions concurrently, depending on the client, I'd prefer option #2. That will allow me to scan for issues that are important to me then check to see if they effect the version I'm currently using.

Either one is an improvement over what is happening now.

Re: PTC Technical Support and eAlert emails

Marco_Tosin — Mon, 16 Nov 2015 14:15:59 GMT

I agree with Doug.

Re: PTC Technical Support and eAlert emails

BenLoosli — Mon, 16 Nov 2015 14:54:57 GMT

I deal more with Windchill so I prefer Option 1. Seldom do Windchill articles cross multiple releases or if they do, it will hit every release out there.

From a Creo side, I only support 1 production version at a time, so Option 1 is ideal for me to see only those articles for Creo2 right now.

But if the majority prefer Option 2, go with what the majority want. (Right now it is Option2-2, Option1-1).

Re: PTC Technical Support and eAlert emails

llie — Mon, 16 Nov 2015 16:34:16 GMT

All,

I like option 1. If it is not broke, then don't fix it.

It was great the way it was especially if you only follow one release like Creo 3.0.

Lance

Re: PTC Technical Support and eAlert emails

TomU — Mon, 16 Nov 2015 16:46:46 GMT

Pierre Maraninchi‌,

I know it's slightly off topic, but PLEASE, PLEASE, PLEASE fix the article "Types". Almost every article shows up as "New" even though most of them are not new, they have simply been updated. It's very frustrating to read an article thinking it is new when I've actually read it a half a dozen times before (and can't even tell what's changed in the "new" release.)

See Re: Windchill 10.3 (X-26) for a previous discussion about this problem. Back in July Heidi Khetani‌ said you were waiting for a vendor to fix this.

Thanks!

Re: PTC Technical Support and eAlert emails

Marco_Tosin — Mon, 16 Nov 2015 16:48:39 GMT

I strongly agree with Tom.

Re: PTC Technical Support and eAlert emails

Pierre_M — Mon, 16 Nov 2015 17:53:48 GMT

Tom,

This is still on the top of our list. We had confirmation from vendor a couple of weeks ago that a fix had been postponed to later on in 2016. We are now working on a home made workaround. Heidi Khetani‌ will keep you posted as soon as we have some visibility on target dates.

Re: PTC Technical Support and eAlert emails

Pierre_M — Mon, 16 Nov 2015 18:01:03 GMT

Lance,

just to clarify the options, if a user only subscribed to 1 release, only articles relevant to that release will be displayed in the email. In our case, if user only subscribed to Creo 3.0, it will look like this

Option 1
- Creo 3.0
  - Article 1
  - Article 3
Option 2
- Creo
  - Article 1 -- Creo 2.0 to Creo 3.0
  - Article 3 -- Creo 3.0

Re: PTC Technical Support and eAlert emails

Pierre_M — Thu, 26 Nov 2015 14:21:40 GMT

Good news, Option #2 has been implemented today! Work on "created date" is still ongoing though.

Re: PTC Technical Support and eAlert emails

Marco_Tosin — Fri, 27 Nov 2015 07:49:05 GMT

This is the new layout.

Re: PTC Technical Support and eAlert emails

TomU — Tue, 14 Jun 2016 16:11:35 GMT

Pierre Maraninchi and Heidi Khetani‌, I've noticed that the knowledge base articles are now showing their original creation dates. Yay!

One problem though... the email updates are still calling the updated articles "New" when they clearly are not.

Re: PTC Technical Support and eAlert emails

Pierre_M — Wed, 15 Jun 2016 08:30:36 GMT

Tom,

you are correct. There is only a partial fix here, that's why we did not make an official announcement. We are still working on a fix for the email notifications