Finding Help Part 2 - Finding Solutions

[#1]

In my last blog post, I talked about ways the Integrity Customer Community facilitates getting help.

Since then, we've linked our KCS article base to the Knowledge search that already revealed key cases from our old Knowledge Base, along with Reference Documents.  With the rollout to the new site, accessing this information is a little different.

1. Go to the Integrity Support Portal

2.  Enter your search in the "Search our Knowledge" box, and hit enter or click on the magnifying glass.  For instance, if moving an Integrity server to new hardware, you might enter the following:

3. You will be presented with a list of search results, which will include case solution ("CS") articles in addition to KB articles and Reference documents that satisfy your search terms.  When searching from the Integrity portal, the search will also automatically include a filter to only supply Integrity product results.  Our example would return the following results:

[JoeBartlett]

With the switch from MKS to PTC systems and processes, many people have found that contacting Integrity Support now has more steps to log a case. This is true, and not something we have any control over, but we are always looking for ways to make getting answers to your problems easier.

One of the ways we can help make problem resolution quicker and easier is to open the option for Self-Service. As Kael mentioned, Integrity Support has changed to a KCS methodology of capturing and sharing knowledge from our experiences in Support. Now when we investigate and solve a problem, an article (or articles) gets written with the information we have (error messages, steps taken to resolve, versions the problem is reported on, etc) and these articles get published to the knowledgebase and become searchable by everyone.

The next time you find yourself askng a quick question and think it probably isn't worth jumping through hoops to get a case opened, try searching the knowledgebase. You just might find what you are looking for right away!