Changes to a support case not possible

[Meike]

Today I wanted to add a comment on an open case.

I realized that I can't make any changes at all.

The case is open and being processed.

Case 17157654

[BenLoosli]

Send an email reply al to the case open email you received.

[Meike]

Thanks Ben.

But what is with e.g. escalation?

[PeterCase · Accepted solution]

Hi @Meike , 

I just checked details of your case and account and didn't find anything obvious amiss: 

- Your Web Account is verified and has the required attributes for active support with PTC

- The SCN with which you opened the case is active

- The case is about a supported product (latest version)

At PTC we have a troubleshooting tool to "View as Customer" and we see the buttons there too:

Are you seeing the same problem on various browsers ? And did you try to empty your browser cache, clear down cookies for the ptc.com domain and restart ?

If you're still seeing the problem, please share some more details on browser version, exact symptoms, and also any errors you're seeing under the Console in your browser's Developer Tools.

I've added a comment for the engineer handing this case to make him aware of this thread, and to request that he makes contact with you directly in the meantime.

Thank you, 

Peter.