Case lookup tool not finding closed cases

[TomU]

There seems to be a problem with the case lookup tool under the 'My Active Request' section of the support page.

It fails to find any case that is closed:

This case number is definitely valid:

[Heidi]

Hi @TomU , thank you for bringing this to our attention, I have informed our web team who are looking into this.

[WayneSchrock]

When is this problem going to be fixed? I am having the problem again today 5/1/2019.

Wayne Schrock

[Heidi]

@WayneSchrock the web team have this on their roadmap to fix in July. In the meantime, you can view any case using the direct Case tracker URL and appending your case number: https://support.ptc.com/apps/case_logger_viewer/auth/ssl/case= for example: https://support.ptc.com/apps/case_logger_viewer/auth/ssl/case=98765432

[WayneSchrock]

Thanks Heidi, but really JULY!! What great customer service.

[Heidi]

Hi@TomU, a quick update, the web team have fixed this issue. You can now search for cases again.