Installing and administering a Windchill Solution involves interacting with several third-party products, such as the RetrievalWare or InStream search engine, Oracle database, Rational Rose, Web servers, and Web browsers. PTC Technical Support provides varying levels of assistance for issues related to third-party products.
Issues related to the installation of third-party products supplied by PTC are supported by PTC Technical Support. Issues related to the installation of third-party products not supplied by PTC, such as mail servers, LDAP servers, or database servers are not supported by PTC. These third-party products must operate properly before any issues concerning this product are reported to Technical Support. Please see the section Supported and Nonsupported Third-Party Issues in this chapter for issues involving specific third-party products.
For third-party products supplied by PTC, Technical Support provides assistance with issues configuring the third-party product to operate with Windchill. In the event a configuration change to the third-party product is required, Technical Support can supply specific instructions regarding the required configuration changes. Technical Support is not available when using these products for applications other than Windchill, and such uses may be prohibited by the license agreement.
For third-party products not supplied by PTC, Technical Support provides assistance configuring the Windchill software to interact with the third-party product. Technical Support may require a configuration change to a third-party product. It is the customer’s responsibility to implement these changes, and Technical Support cannot provide the instructions. For example, Technical Support may recommend a change to the configuration of an LDAP server to enable Windchill to authenticate users against this server. This change would be the customer’s responsibility.
To the extent that the configurations of supported third-party platforms and applications are transparent to Windchill's operation, they are supported for use by PTC. However, PTC cannot provide guidance on advanced or atypical configurations of third-party components other than those configurations that are currently documented in Windchill's software guides. If some aspect of the advanced or atypical configuration proves not to be transparent to Windchill's operation, you may be asked to seek support from the third-party application vendor. Such configurations include but are not limited to:
Report errors in third-party products related to a Windchill Solution to Technical Support. A Software Performance Report (SPR) is opened to report the issue to Windchill Development and Product Management. For issues with the products bundled with a Windchill Solution, the error is reported to the corresponding third-party company. At that point, PTC decides how to address the issue. The result can range from a third-party fix, a correction in Windchill Solution software to accommodate the error, or a substitute product.
The next tables provide a brief overview of third-party products and issues supported by Technical Support. This list includes a sampling (for the purpose of example) of supported and nonsupported tasks. Direct manipulation of Windchill data in Oracle or LDAP is not supported. Manipulate data through Windchill APIs to ensure support.
Aphelion
Issues Supported |
Issues Not Supported |
Installing Aphelion and configuring Info*Engine to access Aphelion |
Using the Aphelion database with other applications |
Aphelion backup and restore process |
Configuring Aphelion replication |
Creating and managing users and groups using the Windchill interface |
Creating and managing users and groups with other methods that Windchill interfaces |
Cognos ReportNet
Issues Supported |
Issues Not Supported |
Installing Cognos and enabling access to Windchill |
Querying data sources other than Windchill using Cognos |
Executing created reports |
Customizing ReportNet software |
Database Servers
Issues Supported |
Issues Not Supported |
Creating the database schema for a Windchill Solution |
Creating a database |
Making changes to a database necessary for a Windchill Solution, such as creating a tablespace |
Tuning general database performance based on observing a running system |
Recommending specific database settings to improve Windchill Solution performance, such as which tables or attributes are good candidates for indexes |
Repairing corruption of the Oracle instance, such as defective Oracle blocks |
|
General database administration |
IDE (Integrated Development Environment)
Issues Supported |
Issues Not Supported |
Using a Windchill JavaBean |
Creating user interfaces using non-Windchill GUI components, such as AWT and Swing |
Including the Windchill codebase in input/output path |
Assisting in the debugging of code |
Search and Indexing Servers
Issues Supported |
Issues Not Supported |
Creating Windchill Solution collections or libraries for Windchill Solution servers |
Adding and maintaining collections or libraries for objects outside of a Windchill Solution |
Bulk loading indexes |
Customizing the index to use additional features or accessing the index vendor tools or other applications |
Applying indexing rules to domains |
|
Web Browsers
Issues Supported |
Issues Not Supported |
Providing basic setup assistance for interaction with a Windchill Solution, such as enabling Java or JavaScript |
Using general browser settings |
Enabling bootstrapping for faster loading of Java classes |
Applying vendor recommended patches |
Web Servers
Issues Supported |
Issues Not Supported |
Creating necessary aliases for a Windchill Solution |
Configuring or compiling non-Windchill webserver modules (that is, mod_perl) |
Applying access controls for authentication |
Configuring additional web infrastructure such as proxy servers and load balancers |
Support contracts vary with each third-party vendor. When planning your customization, set up support contracts as necessary.