cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Showing results for 
Search instead for 
Did you mean: 

Blog

99 Views
0 Comments

As well as the exciting release of our first app on our new web platform (new Article Viewer) we've also made a series of updates aimed at "keeping the lights on" on the current platform. Below are some of the most visible.

"Primary Article" now shown on cases
Often, a support engineer will associate several articles to your case, each contributing to the resolution. This can be confusing when revisiting a case at a later point in time.  
We ask engineers to mark the "pivotal" article, and so for convenience, are exposing this also to customers in the case viewer from today:

Primary_Article.png
"Maintenance" message removed for customers in Asia (and any night owls in European and North American regions)
Customers who began a session on support.ptc.com before the daily authentication refresh would occasionally see a "Site Maintenance" message when navigating to a new page, and would be required to log in again. This also had an adverse effect on services such as the Performance Advisor. A new Authentication logic has now been implemented to work around this.

"Likes" count in Search Results aligned with "Votes" in Article Viewer
In the search "hover panel" article preview, we show the number of likes for the last 180 days (all language versions).Likes.png

 

 

Previously, the total number of votes (yes and no) shown on an article was for the specific language version only. This meant that a Chinese language version of an article could have 10 votes but 50 likes (!)
The count is now expanded to all language versions, to provide a more consistent experience:

Votes.png

 

Other changes this release

As well as the above, we've made several changes to copy to reflect new tools and services:
 - The Product Ideas page reflects the new submission process in the new PTC (Lithium) Community
 - The ThingWorx Extensions link under the ThingWorx product tab points to the Marketplace (where all extensions can be found)

 

For a full set of release notes for the August 31st web release, see here. If you have any questions about the release, please let us know.

795 Views
15 Comments

With resources still largely focused on migration of content and applications to a new web platform, we rolled out a small handful of web improvements this month.

 

Main changes were to the Technical Support Case Logger and were as follows:

 

Attachments can now be uploaded when opening a case

Previously, this was only possible once the case had been created. Selecting "Attach Files" will open up a window which allows you to browse and attach screenshots, log files and other important data to your case: Attach_Files.jpg

 

 

 

 

 

 

The browse supports multi-select using the "Ctrl" key, and clicking "Attach files" will show upload progress before you close the window to return to the case:

 

Attach_Files_2.jpg

 

 

 

 

 

 

In case NDA / ITAR is later selected, the files will be removed, and an informative error is shown if any filesize exceeds the 10Mb limit.

 

Expired SCNs removed from cache

We've experienced some instances of cases being routed to PTC's Renewals Team due to a case being opened with an expired Service Contract Number (SCN). This was causing unnecessary delays and frustration in case handling, and the root cause was often a cached, but out-of date value for an SCN, retained from previous sessions in the case logger.

From this release, expired SCNs will no longer be retained when you log a case.

 

Cloud customers open cases directly with PTC

For customers who usually receive Value-Added Reseller (VAR) support, when you open a case with a Cloud SCN, your case will be directly routed to the PTC team, who will deal with your issue directly.

 

"Connected" Case Logger updates

Partners can now also open cases using customers' connected systems, and we made a few cosmetic changes to align drop-down fields and glyph sizes.

 

Other changes this release

For a full set of release notes for the June 1st ("17.3.1") web release, see here. If you have any questions about the release, please let us know.

425 Views
0 Comments

Full disclosure, this web release is like a basic sponge cake. Perfectly edible, but missing the spices, frosting, cherries, [enter your own favourite ingredients here] to make it really memorable. Expect bug fixes, expect small evolutions, but no major changes to your experience.There Read more...

649 Views
11 Comments

Do you have passion for clean, modern UX and ultimate usability ?Do you like to share perspectives in a structured way ?Are you a regular user of the PTC knowledge base ?If you're reading this we're guessing the answer is "Yes to all the above", and if so, we'd Read more...

105 Views
0 Comments

Can you name the year ?- You may have had a Blackberry instead of a Smartphone- The Summer Olympics were held in London- PTC was still more than a year away from acquiring then-IoT start-up ThingWorxDid you get it ? Yep - 2012.Perhaps one other clue we could have added is "The Read more...

682 Views
21 Comments

Our April web release is primarily aimed at increasing convenience and helping connected customers to get ahead of problems. For customers who are not yet taking advantage of the benefits of proactive support, connecting is straightforward and free‌.Connected Case Logger.When opening Read more...

389 Views
0 Comments

Just a couple of visible updates to share for the March eSupport Portal release, and a heads-up on some new Performance Advisor features coming soonSmiley Very Happyismiss Button Reviewing feedback on the new "Proactive Widget", you asked us to provide a dismiss button once your proactive Read more...

1010 Views
0 Comments

On Thursday Last week, we rolled out the first round of updates to your eSupport experience for 2017. Here are a few short synopses of the changes we made:Case ViewerWe'd heard of your disappointment that we offer a "remaining character" counter when opening a case, yet Read more...

1485 Views
31 Comments

On December 16th we introduced some changes which are aimed at helping you to connect your products to PTC for an enhanced support experience.You'll see these changes if your company, or your online supervisor has switched on proactive support for your web account, or if you open Read more...

2721 Views
39 Comments

This Thursday November 10th, a new set of improvements to your web experience at PTC will be rolled out. These include changes to the PTC Case Logger, Knowledge Base Articles and more.New Case LoggerAfter encouraging results from a proof of concept earlier this year, we're simplifying Read more...

314 Views
8 Comments

Product documentation is one of the key assets that customers use to discover and learn about PTC products, and one of the main reasons why they come to the eSupport portal.At the beginning of this summer, the PTC documentation team and the web team regrouped to talk about how we Read more...

261 Views
22 Comments

A valuable feature of many successful websites is the ability to serve up some "other stuff" associated to the product / service / literature you're interested in.For commercial sites, the motivation is clear: "Other customers also bought.." draws attention at Read more...

126 Views
0 Comments

I'd like to thank David Lewis Brian Toussaint‌, Denise Welch‌, Pavel Glukhov‌ and all the other customers who came to visit us in the UX Labs at LiveWorx 2016 - June 6-9, 2016 - Boston‌.Product ideas or share feedback in the discussion forum! For those of you who could not attend Read more...

105 Views
0 Comments

The eSupport team will be present at LiveWorx 2016 - June 6-9, 2016 - Boston‌ and we are looking forward to meeting with you in person!We will be part of the UX Labs from Monday to Thursday where we will be testing upcoming new designs for the eSupport portal and our web tools.You Read more...

105 Views
0 Comments

A short notification for all who find video clips useful when exploring and discovering new functionalities of PTC’s softwareSmiley Surprisedver 4000 educational videos from the PTC Learning Exchange were recently added to our Search page.These high quality tutorials are created by product experts, Read more...

258 Views
0 Comments

If you opened a case on Windchill Functionality or Business Administration recently, and your language preference is set to English, then the chances are you will have encountered Dylan:Here's some background to help you to get familiar with with him, so that you know what to Read more...

131 Views
0 Comments

If you are new to the eSupport Portal, how can you get started? When you are struggling online but still can’t find what you need, what should you do?The eSupport Portal is the entry point for all important eServices functions, including knowledge base search; software licenses management; Read more...

275 Views
7 Comments

The PTC Technical Support Knowledge Base contains thousands of articles in English, Chinese and Japanese, all written by our team of Technical Support Engineers.  Every single article in our Knowledge Base has an article feedback widget which you can use to provide your feedback to Read more...

87 Views
1 Comment

The PTC Technical Support knowledge base contains a wide variety of articles written by our team of technical support engineers, with new articles being published every day. Did you know that you can have all this rich content delivered to your inbox daily or weekly? The PTC eNews Read more...

275 Views
7 Comments

Good news everyone !Many of you (~1,700 every month) take the time to leave valuable feedback on articles, which helps us to continually improve the quality of our Knowledge. Often, you help us see things we don't, and everyone benefits as a result.We saw from your comments that Read more...

356 Views
9 Comments

Do you ever see the dreaded "Nothing here matches your search" error?Or do your searches return 1000s of hits when you are expecting just a handful?If so, you're not alone. While Search was found internally to be 84% effective at resolving issues reported to Technical Read more...

72 Views
0 Comments

Yes we love surveys. Until we had this space this was our main way to hear what you were thinking about the eSupport Portal. That's how we realized that our previous search engine was not meeting your expectations : we rolled the new one just a year ago and since then,the number Read more...

98 Views
0 Comments

Every month, about 30,000 of you connect to the eSupport Portal to download the latest version of a PTC software, search our knowledge base, manage your licenses, browse the product documentation or do one of the many things the portal offers.As the eSupport portal audience is growing Read more...

155 Views
0 Comments

I'm new to eSupport Portal. Where do I start ?Check our eSupport Portal FAQ Article. Account, Cases, Licenses, Knowledge Base it's covering it all!I'd like to suggest an enhancement to the eSupport Portal or one of the tools. Who should I talk to?Product ideas are the Read more...

73 Views
0 Comments

Getting started with the Knowledge Base Federated Search on the eSupport Portal. This video will teach you how to use the core features of the KB search engine as well as some of the advanced tips and tricks. Additional advanced search techniques are available here. Read more...