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K
KaiHawaii1-Visitor
1-Visitor
April 16, 2020
Solved

How submit a solution for older case?

  • April 16, 2020
  • 1 reply
  • 3493 views

Hello,

how can I submit a solution for a open case which is since 5 years not solved? (Case from other user)


Try to send a mail to cs_ptc@ptc.com with the subject "Case" number. So PTC can close this case and have a solution for other users! Get two times a error back.

 

Case tracker refuse the access. (Silver support level?)

 

Kai H.

 

CS200189.jpg

 

    Best answer by Pierre_M

    Kai,

     

    Sorry for the typo. it is indeed cs_ptc@ptc.com 

     

    You need to enter an existing case number (an incident with support), not an article number. If you do not have a case number, then you need to leave a comment using the widget on the right on the article (click useful yes/no and then leave your comment on the 2nd step)

     

    If it does not work, just post your suggestion in this thread and I will convey it to one of our engineers!

     

    Thanks again for your efforts

     

    1 reply

    P
    Pierre_M5-Regular Member
    5-Regular Member
    April 17, 2020

    Thanks for your post and your willingness to share your tips with the rest of the user community, this is appreciated!

     

    A couple of options for you (pick the one which is the most convenient for you)

    • Sending an email to cs_ptc@ptc.com with C######### in the subject line (where ######## is the case number) should work. The C before the case number is mandatory
    • Leaving a comment on the article itself and a support engineer will update the article accordingly
    • Posting your workaround in the community with a link to the article, and then the new thread in the community will automatically appear in the "related section" at the bottom of the article.

     

    K
    KaiHawaii1-VisitorAuthor
    1-Visitor
    April 17, 2020

    Sorry,

    I used this mail adress cs_ptc@ptc.com.   You recommend cs-ptc@ptc.com (not valid)

     

    Can´t leave a comment in the article. No rights?

     

    What is the right case number for the mail subject? CS200189 or C200189?  (Both numbers testet)

     

    Won´t call the phone support, my "talking english" is too bad. 😄

     

    Kai H.

     

    grafik.png

    2020-04-17 10_48_46-Sending Data to TS _ PTC.jpg

     

    P
    Pierre_M5-Regular MemberAnswer
    5-Regular Member
    April 17, 2020

    Kai,

     

    Sorry for the typo. it is indeed cs_ptc@ptc.com 

     

    You need to enter an existing case number (an incident with support), not an article number. If you do not have a case number, then you need to leave a comment using the widget on the right on the article (click useful yes/no and then leave your comment on the 2nd step)

     

    If it does not work, just post your suggestion in this thread and I will convey it to one of our engineers!

     

    Thanks again for your efforts

     

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