PTC-Assisted Community Support

[TomU]

Please adjust the case logger recommendation algorithm to stop encouraging users to post their question to the PTC Community instead of opening a case when their case description includes the word (or file attachment named) "traceback".  No one on the PTC Community can analyze these files.  Only TSEs can do this.  Having the case logger suggest they post to the community instead of opening a case doesn't help anyone.  Thanks.

! : Fatal error encountered. A traceback has been written to
! : C:\ptc\workspaces\traceback.log
! : Please send it to Technical Support.

[Leigh]

Hi TomU,

Thanks for posting this feedback!  I have reached out to the applicable team for their review/response.

Best

Leigh

[splesko]

Hi TomU,

Thanks again for posting this feedback.

We have reviewed your proposal. We agree and confirm that traceback files can only be analyzed by Technical Support. We plan to provide better guidance in the  Support Assistant with regards to traceback files. Please allow us some more time until we can offer a solution. Thanks in advance.

Best,

Sasa

[TomU]

@splesko,

Here's a perfect example from this morning:

https://community.ptc.com/t5/3D-Part-Assembly-Design/Creo-Crashes-sometimes-on-Assemble-Part/m-p/757432#M121509

These are showing up almost every day.  The sooner you can do something about it, the better.  Telling the user to go create a case after their previous attempt to create a case got them redirected to the community has to be frustrating (for them and us.)

Thanks.