Solved: Re: How submit a solution for older case?

KaiHawaii · ‎Apr 16, 2020

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.

Pierre_M · ‎Apr 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

View solution in original post

Pierre_M · ‎Apr 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.

KaiHawaii · ‎Apr 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. 😄