I have returned from vacation and am just catching up on
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
If you have a support call and its status is Closed
(Resolved), you may reopen it at any time by any of these
- add a note to the call via the Call
- add an attachment to the call via the Call
<u></u>color=#0000ff>- call PTC Technical
Support by phone and notify us that the support call should be
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
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
class=257363013-23082006>I hope that this information is helpful to
class=257363013-23082006>We appreciate and welcome the
From: Bartlett, PG
August 21, 2006 8:33 AM
Subject: RE: More help desk issues
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
class=671081512-21082006>If that response is not on target, let me
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>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
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."