PTC Customer Home and eSupport Release Notes

Find out what's new and changed in our online customer tools.

12-FEB-2024

• Portal  
  
  • When a partner is opening the case "On Behalf of" and "With Customer Information " they are provided with reliable and accurate data accounts, so that they can continue to find appropriate case contacts based on accounts they sold to.;
  • Enabled Oskar for Codebeamer Customers on the Support Assistant;
  • Updated Password Policies for User Login on the eSupport Portal;
  • When a user is opening a case for a SAAS Product, the Product Release and the Datecode Fields are disabled for the User;
  • Codebeamer Users are denied the access of Community option on the Support Assistant;
  • Made some changes on the onboarding emails to the customers;
  • On Support Assistant, when a user tries to open a case with technical areas starting with "License Service", they are redirected to My PTC Assistant with License Management” tile expanded by default;
  • Fixed the issue of on Reference documents search not showing Creo+ deliverables which were published on 15th November;
  • When customer adds a comment to their case on the New Case Viewer, case owner would receive email notifications;
  • The Creo Sketch Download removed from the Creo Page as the Product is retired;
  • Reference Document app shows results ordered latest as per the date first when searched on all releases;
  • Redirect added for the Case Logger Link to My PTC Assistant in the Legacy License Management Portal ;
  • Images shared by the email made visible on the Case Viewer to be updated or deleted if required by the User;
  • In My PTC Assistant, "Product" filed is added under License Management for case logging to capture Product information;
•  Success Pathas
  • Added the ability to download the Success Path as a PDF file so that the users can read it or re-use it later without the need of being connected to the website;
•  Kepware
  • Kepware Reference documents promoted to Google so users are able to discover content more easily;
  • Provided the ability to Rockwell users to be able to select the Kepware Enterprise as a product to open a case for the same;

06-NOV-2023

• Portal  
  
  • Designed the new ThingWorx Product Page;
  • Updated new Severities and Impact fields on the Support Assistant for the Codebeamer Users;
  • Added Documentation Links on the Reference Document Application;
  • Codebeamer Product Users can now log cases with Severities 1, 2 and 3 to better describe the urgency and impact of their issue;
  • Missing fields added to the eDown Disclaimer in Case Viewer for Windchill, Servigistics and Vuforia Cases;
  • Made design fixes on Reference Document App;
•  Support Guide
  • Added the search box on the Customer Support Guide;
  • Feedback box added to collect Customer inputs, suggestions and feedback on the content of the Guide;
•  Kepware
  • Fixed issue related to Kepware Return License Tool;

14-AUG-2023

• Portal  
  
  • Re-designed Support Portal to include Creo Parametric, ThingWorx and Windchill product pages;
  • Users reminded that additional support options are available in English on the Support Assistant;
  • A SaaS user can now log cases without the requirement to enter an SCN on the Case Logger;
  • Windchill Product Page is ready for the user;
•  Windchill SaaS
  • Error Message for upload on big file Size corrected for Windchill SaaS;
•  Kepware
  • Rockwell users can select Kepware Enterprise as a Product to open a support case;
  • Enhanced the redirect message for end Customers of Kepware Partners;

15-MAY-2023

• Portal  
  
  • Updates made to several components in the My PTC Home page;
  • Severity value for Servigistics is set by the customer, and no longer calculated by the Derived Severity Model;
  • Case Severity options changed for Windchill, Servigistics & Vuforia Cases;
  • Retired Advanced Partner Program Page and redirected to a message for the customers;
  • Missing fields added to the eDown Disclaimer in Case Viewer for Windchill, Servigistics and Vuforia Cases;
  • Fixed issue related to Partner account who were unable to open cases on behalf of customers.;
  • Enabled Support Assistant for Windchill Product Users;
  • Latest Creo Releases made available in the tools (Case Logger, Update Advisor, Search etc);
  • New Technical Area “Licenses Service - Exemption Request” updated for TWX products;
  • Refined the Feedback Experience in the My PTC Assistant;
  • Prevented customers from re-opening License Management cases from 7 days after closure date;
•  Cloud Ready Support Assistant
  • Cloud Environment dropdown shows all types of cases for Cloud Users to capture the Cloud information in cases;
  • Tooltip added about the Cloud Environment dropdown to show how it helps;
  • List of Cloud Environments related to the customer shown when "on behalf of" is used to open a case;
  • Added the ability to filter cases by Cloud environment to easily find Cloud Direct/Portal cases;
•  Kepware
  • Kepware customer are able to enter a hardware key as valid license;
  • Enabled Kepware license tool for all users.;
  • Redirected customers to Partner/TSP who have expired licenses;
•  Windchill+ Readiness Data Upload
  • Access denied message is shown to the user if Performance Advisor is disabled from Account Management;
  • Added tracker to access user site hit data from the audience base;
  • Files uploaded successful or rejected due to failed validations;
  • Link added on the support site for directly accessing the upload page;
  • Emails sent to customer to notify if the upload failed or successful ;
  • FAQ page link added on the Saas Assessment Page ;

14-FEB-2023

• Portal  
  
  • Fixed the issue of Incorrect layout of 'Popular Tasks;
  • Note added on Update Advisor page to show the list of products not supported by the tool;
  • New Technical Area “Licenses Service - Exemption Request” updated for TWX products;
  • "On behalf of" capabilities for "Licenses Service - Exemption Request" Technical Area added;
•  New User Registration Experience
  • Ability to register as a basic account and Academic user into the portal added;
•  Kepware
  • Added the ability to open cases in the regular Case Logger and the Kepware Support Assistant for Kepware+ Customers;
  • Kepware customer able to see customer information in the case;
•  Approval Gate for Account Admission
  • Once the approval gate is enabled for an account, it can be approved or reject by the Online Supervisor with appropriate message;
  • Displaying appropriate messaging to the user who upgrades from premium Account page when CustomerNumber has ApprovalGate Enabled;
  • Deduplication error message shown when a user tries to add the same company that is in pending status or already approved;
•  Cloud Direct and Cloud Portal
  • Category and Sub category are populated on the My PTC Assistant;
  • Message is displayed to encourage the user to open a Support Case if issue is related to a specific Cloud environment;
  • All Cloud Direct and Cloud Portal cases are routed to the EU-TS-Feedback queue;
  • Added the ability to see and select the specific Cloud environment, for improved grouping and auditing of cases;
  • Added "Search the Knowledge Base" link in MyPTC to point to the new search experience, for improved consistency;
•  Coveo Search Experience
  • Feedback widget added on the new Search experience;
  • Removed Russian language from available languages;
  • Updated the Knowledge Base link in all welcome e-mails to point to Coveo;

18-NOV-2022

• Portal  
  
  • Implemented search for SaaS help center landing pages;
  • Translations made available in languages fr, de, it, es, ja, ko, zh-CN for the support assistant;
  • New eSupport Registration Page Created;
•  Case Logger/Viewer/Tracker
  • Case Logger made available in Korean Language;
  • Removed the need to insert SCN for Arbortext Content Delivery cases for customer and partner;
  • Made common tracking available on Support Assistant;
  • Banner added in the Support Assistant during Community Maintenance;
  • "Connected" releases for Creo and Windchill removed from the Support Assistant;
•  Community Onboarding
  • Revamp the Welcome Email design for a Partner account so that emails are more readable and contain all the necessary information;
  • Translations made available for the Welcome Emails;
•  Creo Product Pages
  • Added link on the My PTC Home Page under Popular Tasks, to direct users to the new experience.;
•  Digital Success Paths
  • Fix issues identified in DSP design;
  • Various success paths shown as a Card Based Design for better usability and findability;
  • Designed the export functionality of the Success Path to PDF format;
•  SPR Viewer
  • Release names made clear in the SPR viewer to avoid any confusion;
  • Added the ability to subscribe to SPR status changes for PTC Customer;

12-AUG-2022

• Portal  
  
  • Appropriate messages shown on invalid credentials entered into eSupport login
  • E-down disclaimer changed to reflect Derived severity;
  • Created new Help Center Landing pages for SaaS;
  • Added the list of open source software components to view them under the Software Download page;
  • Identified Country in which the Community members are registered known to the PTC employee to provide appropriate support;
  • Fixed issues related to some information from the SPR task not shown properly in the article viewer;
  • Improved hint text and tooltips on Support Assistant;
•  Case Logger/Viewer/Tracker
  • Updated date information on Case Viewer and Tracker;
  • Fields "severity" and "justification" made mandatory on the Case Viewer;
  • Fixed EDown Preference visibility issue in Old and New Case Viewer;
  • Fixed Attachment Issues in Case Logger;
  • Updated New Case Viewer Design ;
•  Introduction to Creo Product Pages
  • Added the ability to view the product specific alerts and the banners on the page;
  • Created Feedback options to be submitted to the authors by Users;
•  ITAR / CUI / NDA user experience
  • Display appropriate message when attempting to close an ITAR / CUI / NDA case;
  • Made case to automatically comply to ITAR conditions in the Creo Support Assistant and eSupport Case Logger;
•  Kepware
  • User made aware of delayed response times when they select the option "I don't know / I don't have one";
  • Made license ID visible in the case viewer;
•  Digital Success Path
  • Digital Success Path Design updated;
  • Search enabled withing the success paths;

06-MAY-2022

• Portal  
  
  • Content updated on Software Download page for product family "Mathcad Prime";
  • Reference Document Page fixed for Simplified Chinese;
  • The PTC Product Idea Submission Process page is updated with new content;
•  Case Logger/Viewer/Tracker
  • Updated the Design of the Case Tracker including filters, dates, default technical area.;
  • Comments added to the case in the case viewer in German Language;
  • Fixed bugs in "export to csv" and sorting feature within case tracker;
•  Support Assistant
  • New Products Added to Support Assistant;
•  My PTC Assistant
  • Made My PTC Assistant cases open in the new case viewer design;
•  Article Viewer
  • Fixed issues related to Machine Translation Article Feedback widget;
  • Updated the Feedback Widget to increase Article Feedbacks;
•  Search
  • Special Pages for Search Created;
  • Made Cosmetic changes to the new search page;
•  Kepware Case Logger
  • Enabled the customers to views all articles without any basic account restrictions;
  • Added FAQ page for customers;
  • Fixed NDA related issues in case logger;
  • Added conditional redirect from Kepware Case Logger to PTC Kepware Case Logger;

For release information prior to the last 12 months, please refer to our archive.