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More help desk issues

unknown1
1-Newbie

More help desk issues

Has anyone noticed that if you submit a help desk call, that you no longer get e-mail notification when there is a response (as you did in the "good old days")? I submitted a problem and had it closed with a note that it had been fixed in patch M020 of Epic 5.2, with no notification sent to me. I've installed patch M020 and the problem is NOT fixed. So, I left a note to that effect. That was Aug. 6, but to date nothing has changed with my call. Maybe because it's closed? There doesn't appear to be any way for me to reopen the call and I wouldn't be surprised if further notes aren't forwarded to the person who closed the initial call. If anyone with Arbortext is interested, it's call #5294233, Arbortext Editor 5.2 incorrectly reports "Document is read-only."

Dave
12 REPLIES 12

On 8/18/06, dhintz <dlh@ugs.com> wrote:
> Has anyone noticed that if you submit a help desk call, that you no longer
> get e-mail notification when there is a response (as you did in the "good
> old days")? I submitted a problem and had it closed with a note that it had
> been fixed in patch M020 of Epic 5.2, with no notification sent to me. I've
> installed patch M020 and the problem is NOT fixed. So, I left a note to that
> effect. That was Aug. 6, but to date nothing has changed with my call. Maybe
> because it's closed? There doesn't appear to be any way for me to reopen the
> call and I wouldn't be surprised if further notes aren't forwarded to the
> person who closed the initial call. If anyone with Arbortext is interested,
> it's call #5294233, Arbortext Editor 5.2 incorrectly reports "Document is
> read-only."

I'm getting e-mail notification on calls open in the PTC support
system. In fact, the PTC e-mails are better than the old Arbortext
case e-mail notifications. A) They have a link directly to the call
and B) They contain the text of the update so you don't have to follow
the link in A unless you need to reply (or until you're ready to).

I have been able to re-open PTC support calls by adding a message.

I have also been able to close PTC support calls rather than asking a
support person to do so when I've resolved it (or their last
suggestion resolved it).

I'm wondering if your e-mail info with PTC is correct.

My experience is the same as Paul's--I get the notifications every time a record is updated. I also agree that it's a big improvement to have the text of the new note in the email itself, vs. the old Arbortext system where the message was something along the lines of "We added information to your record, but we're not going to tell you what it is. You have to go look it up yourself."

class=671081512-21082006>Dave,

class=671081512-21082006>

class=671081512-21082006>With regard to call 5294233, I looked at
the record and the latest entry from our help desk is dated August 9:
"
class=671081512-21082006>I think I know what is happening here. In your testing
you are single clicking within the entity. This isn't enough to lock it for
editing. You need to double click within it. Or you can choose "Edit all
entities and includes" which will lock all the entities for
editing."

class=671081512-21082006>

class=671081512-21082006>If that response is not on target, let me
know.

class=671081512-21082006>

class=671081512-21082006>By the way, this entry is mysteriously missing from the
web version of the call available on the support site at ptc.com. I copied our
support manager so that she's aware of the situation.

class=671081512-21082006>

class=671081512-21082006>Finally, I don't see any way to reopen a call. If
that turns out to be possible, I'll post a message to this
list.

class=671081512-21082006>

class=671081512-21082006>PG

class=671081512-21082006>

class=671081512-21082006>






From: dhintz

Sent: Friday, August 18, 2006 4:20 PM

Has anyone noticed that if you submit a help desk call, that you no
longer get e-mail notification when there is a response (as you did in the
"good old days")? I submitted a problem and had it closed with a note that it
had been fixed in patch M020 of Epic 5.2, with no notification sent to me.
I've installed patch M020 and the problem is NOT fixed. So, I left a note to
that effect. That was Aug. 6, but to date nothing has changed with my call.
Maybe because it's closed? There doesn't appear to be any way for me to reopen
the call and I wouldn't be surprised if further notes aren't forwarded to the
person who closed the initial call. If anyone with Arbortext is interested,
it's call #5294233, Arbortext Editor 5.2 incorrectly reports "Document is
read-only."

FYI:

I
posted a note with additional information on the PTC call tracker for a call
that PTC had closed as "Cannot Duplicate". I received an e-mail from the same
PTC person that closed the call within a couple of days saying that they would
look into it.


I
don't think "closed" means "forever unavailable for further
input".


-Andy

face="Courier New"> \
/ Andy Esslinger - Lockheed Martin
Aeronautics Co.
_____-/\-_____ (817) 777 3047
LM Aero Ft. Worth F/A-22 TOD

\_\/_/
Box 748 Mail Zone 4285 - 76101



face=Tahoma size=2

PG,

Thanks for your response. We're aware of the workaround. But, this is new behavior for Epic 5.2 and our users are accustomed to clicking once in a file entity and then hitting the "Enter" key for a list of elements to insert. We consider it a bug for Epic to repond that the entity is read-only when it obviously isn't.

When I look at the notes for this call number, I don't see an entry for Aug. 9 with the text you quoted. I guess that's what you're referring to as "missing?"

Aside from that, apparently I have to figure out why I'm not getting e-mail notifications to my PTC calls. That's probably related to why I can't simply reply to an Adepters post. It also bothers me that I can't even see certain posts, as you've indicated.

Dave

With the other 'read only' issues (i.e., the FOSI opening as 'read only' )
and I have had one instance (no external file entities, etc) open up as
'read only' I am wondering if there isn't a bigger problem here.

Lynn

Dave, let me look into both issues and get back to
you.


(I'm very doubtful that the problems with email
notifications and adepters posts are tied together. I think they're two
separate problems.)


PG







From: dhintz

Sent: Monday, August 21, 2006 11:39 AM


PG,

Thanks for your response. We're aware of the
workaround. But, this is new behavior for Epic 5.2 and our users are
accustomed to clicking once in a file entity and then hitting the "Enter" key
for a list of elements to insert. We consider it a bug for Epic to repond that
the entity is read-only when it obviously isn't.

Aside from that,
apparently I have to figure out why I'm not getting e-mail notifications to my
PTC calls. That's probably related to why I can't simply reply to an Adepters
post. It also bothers me that I can't even see certain posts, as you've
indicated.

Dave,


With regard to the new behavior, it is indeed a bug.
We have targeteda fix for5.3 F000 (scheduled for Q4'06 but likely to
be late November/early December).


PG







From: dhintz

Sent: Monday, August 21, 2006 11:39 AM

Thanks
for your response. We're aware of the workaround. But, this is new behavior
for Epic 5.2 and our users are accustomed to clicking once in a file entity
and then hitting the "Enter" key for a list of elements to insert. We consider
it a bug for Epic to repond that the entity is read-only when it obviously
isn't.

class=009200015-22082006>To reopen a call, send an email to href="mailto:-">-, give them the call number, and
tell them why it needs to be reopened.

class=009200015-22082006>

class=009200015-22082006>There might be some other way to do it, but I know that
this approach works.

class=009200015-22082006>

class=009200015-22082006>PG

class=009200015-22082006>






From: Bartlett, PG

Sent: Monday, August 21, 2006 8:33 AM

class=671081512-21082006>Finally, I don't see any way to reopen a call.
If that turns out to be possible, I'll post a message to this
list.

class=671081512-21082006>



Thanks, PG. Actually, this is a test to see if I can reply
to an Adepters post.








Dave













<span<br/>style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From:<font<br/>size=2 face=Tahoma>Sent: Tuesday, August 22, 2006
7:16 AM

To: arbortext-adepters

Subject: RE: More help desk issues





<span<br/>style='font-size:12.0pt'>



<span<br/>style='font-size:10.0pt;font-family:Arial;color:blue'>Dave,



<span<br/>style='font-size:12.0pt'>



<span<br/>style='font-size:10.0pt;font-family:Arial;color:blue'>With regard to the new
behavior, it is indeed a bug. We have targeteda fix for5.3
F000 (scheduled for Q4'06 but likely to be late November/early December).



<span<br/>style='font-size:12.0pt'>



<span<br/>style='font-size:10.0pt;font-family:Arial;color:blue'>PG



<span<br/>style='font-size:12.0pt'>





<span<br/>style='font-size:12.0pt'>







<span<br/>style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From:<font<br/>size=2 face=Tahoma>Sent: Monday, August 21, 2006
11:39 AM



<span<br/>style='font-size:12.0pt'>

Thanks for your response. We're aware of the workaround. But, this is new
behavior for Epic 5.2 and our users are accustomed to clicking once in a file
entity and then hitting the "Enter" key for a list of elements to
insert. We consider it a bug for Epic to repond that the entity is read-only
when it obviously isn't.





<span<br/>style='font-size:12.0pt'>>> To unsubscribe from the list, send an email
to listmanager@maillist.arbortext.com
with the following in the body: unsubscribe adepters - For additional
information on the adepters list (how to subscribe or unsubscribe etc), send an
email to: listmanager@maillist.arbortext.com
with the following in the body: info Adepters - You may also go to
forums.arbortext.com, enter the Adepters folder and change your subscription
options and preferences.>>



class=426304117-22082006>Excellent!

class=426304117-22082006>

class=426304117-22082006>If any other adepters are having trouble replying
directly to an adepters post, please let me know privately.
class=426304117-22082006>The likely source of the problem is that you have more
than one adepters account, whichwe can easily correct.

class=426304117-22082006>

class=426304117-22082006>PG

class=426304117-22082006>

class=426304117-22082006>P.S. I'm not sure if we can resolve the problem with
the adepters website, where there's a lag of several weeks before new postings
appear.

class=426304117-22082006>






From: Hintz, David L

Sent: Tuesday, August 22, 2006 1:38 PM




style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; COLOR: purple; FONT-STYLE: italic; FONT-FAMILY: Arial">Thanks,
PG. Actually, this is a test to see if I can reply to an Adepters
post.



style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; COLOR: purple; FONT-STYLE: italic; FONT-FAMILY: Arial">Dave

Adepters,


I have returned from vacation and am just catching up on
this thread.


In Dave's call referenced below, the e-mail notes were
erroneously flagged as "internal." This is user error on our end.
The call notes have been corrected. Dave, you will be able to see all
e-mail communications between you and the technical support engineer now.
Please contact me directly if you continue to experience this
problem.


If you have a support call and its status is Closed
(Resolved), you may reopen it at any time by any of these
means:


- add a note to the call via the Call
Tracker

http://www.ptc.com/appserver/cs/call_tracker/CallTracker.jsp

or



- add an attachment to the call via the Call
Tracker

http://www.ptc.com/appserver/cs/call_tracker/CallTracker.jsp



<u></u>color=#0000ff>- call PTC Technical
Support by phone and notify us that the support call should be
reopened

class=257363013-23082006>class=257363013-23082006>color=#0000ff>In North America, call
800.477.6435. In other geographies, call the appropriate toll-free number
per the PTC Customer Service Guide now located here: title=http://www.ptc.com/support/cs_guide/index.htm face=Arial size=2>http://www.ptc.com/support/cs_guide/index.htm
.
The phone numbers are listed near the end of this
guide.

class=257363013-23082006>

class=257363013-23082006>These mechanisms areequivalent to those in place
for Arbortext before the transition to PTC systems. The phone numbers and
URLs have changed; the process is essentially the
same.

class=257363013-23082006>

class=257363013-23082006>I hope that this information is helpful to
you.

class=257363013-23082006>

class=257363013-23082006>We appreciate and welcome the
feedback.

class=257363013-23082006>

class=257363013-23082006>Kind regards,

class=257363013-23082006>Liz






From: Bartlett, PG
Sent: Monday,
August 21, 2006 8:33 AM
To: arbortext-adepters
Cc: Purdy,
Liz
Subject: RE: More help desk issues



class=671081512-21082006>Dave,

class=671081512-21082006>

class=671081512-21082006>With regard to call 5294233, I looked at
the record and the latest entry from our help desk is dated August 9:
"
class=671081512-21082006>I think I know what is happening here. In your testing
you are single clicking within the entity. This isn't enough to lock it for
editing. You need to double click within it. Or you can choose "Edit all
entities and includes" which will lock all the entities for
editing."

class=671081512-21082006>

class=671081512-21082006>If that response is not on target, let me
know.

class=671081512-21082006>

class=671081512-21082006>By the way, this entry is mysteriously missing from the
web version of the call available on the support site at ptc.com. I copied our
support manager so that she's aware of the situation.

class=671081512-21082006>

class=671081512-21082006>Finally, I don't see any way to reopen a call. If
that turns out to be possible, I'll post a message to this
list.

class=671081512-21082006>

class=671081512-21082006>PG

class=671081512-21082006>

class=671081512-21082006>






From: dhintz

Sent: Friday, August 18, 2006 4:20 PM

Has anyone noticed that if you submit a help desk call, that you no
longer get e-mail notification when there is a response (as you did in the
"good old days")? I submitted a problem and had it closed with a note that it
had been fixed in patch M020 of Epic 5.2, with no notification sent to me.
I've installed patch M020 and the problem is NOT fixed. So, I left a note to
that effect. That was Aug. 6, but to date nothing has changed with my call.
Maybe because it's closed? There doesn't appear to be any way for me to reopen
the call and I wouldn't be surprised if further notes aren't forwarded to the
person who closed the initial call. If anyone with Arbortext is interested,
it's call #5294233, Arbortext Editor 5.2 incorrectly reports "Document is
read-only."

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