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How submit a solution for older case?

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Regular Member

How submit a solution for older case?

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

 

1 ACCEPTED SOLUTION

Accepted Solutions
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Re: How submit a solution for older case?

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

4 REPLIES 4
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Re: How submit a solution for older case?

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.

 

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Re: How submit a solution for older case?

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

 

Highlighted

Re: How submit a solution for older case?

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

Highlighted

Re: How submit a solution for older case?

Hi,
this hint works. Thanks!


@Pierre_M wrote:

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)

 

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