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.