PTC Customer Home and eSupport Release Notes

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

7-FEB-2025

Service Request Enhancements for Cloud Users on the Support Assistant

• While creating a Service Request in the Support Assistant users can provide the "Issue Type" and “Issue Sub-Type” field to select Cloud Stack for selected Products.
• New field called “Customer Expected Date” is shown under “Customer Environment" in the Case Viewer section based on the entered value while logging a case.
• Users will be re-directed to the Cloud portal based on selected Cloud Stack (Issue Sub-type) to automate requests.
• While logging a Case, once the Cloud environment is selected by the user, the release is automatically pre-populated in the Support Assistant.
• On the Case Viewer User will be able to view the Service Request(SR) Details.
• The fields "Product," "Do you want to open a case with PTC Cloud Services?", "Issue Type + Issue SubType" and "Cloud Environment" are made non-editable to prevent customers from changing the Case logging flow mid-way.
• A "Return to Start" button is added at the top of the page to re-initialize the Support Assistant.
• For specific conditions on Product and Issue Subtype, a new pop up added for the users to be entitled to the Self Help Articles for Cloud Direct on the Support Assistant.
• Added "Sub-Status" field for "Service Case Request" in "Case Details" section.

Case Management Enhancements on the New Case Viewer and the Support Assistant

A completely new design made available for the Case Viewer along with introduction of below features:

Inline Images:

• Multiple images, along with text can be inserted in the “Additional Details” section during case creation in the Support Assistant and in "Add Comments " in the Case Viewer.
• Images can be either copied pasted from the system or dragged and dropped in the frame.
• The inserted images will appear in Case comments under the Case History section on the Case viewer.
• Inline images cannot be provided for an ITAR or CUI or NDA flagged case.

Watch List for Cases:

• Users can now add themselves as a case watchers to stay updated on important case updates. The limit is up to 10 Users.
• Watchers receive notifications for case closure, severity changes, and escalations.

Case Tracking Labels:

• The “Customer Tracking Number” label under “Customer Environment section” on the Case Viewer has been renamed to “Case Tracking Labels”.
• This field will now accept multiple labels.
• User can select the tracking label from the displayed list in the Case Tracker to filter and group cases together.

Subscription Renewal Inquiry form

• Added perpetual renewals and updated the page branding and navigation to reflect this new scope in 8+ languages.
• PTC Customer Number and the (highest) active Support level are displayed next to the Customer Name in the Renewal Inquiry Form.
• Users can now find and submit renewal, remix, or cancellation inquiries about their perpetual renewals.
• Users can also contact the Renewal Advisor with the help of Contact Us option to get in touch with Renewal Sales.

Other

• Added the ability to the Reference Documents to "Subscribe/Unsubscribe to the Document".
• Added Troubleshooting Guide on the On the reset password page.
• Fixed Release Order for Product KepserverEX on the Support Assistant.
• ISO certificate updated on the latest version of Customer Support Guide.

14-Aug-2024

• Support Assistant   
  
  • Enhanced Support Assistant UI to drive increased customer engagement with the PTC Community .
  • Introduced a clear landing page to guide customers to the current Service Status of their PTC SaaS or Cloud products .
  • Renamed the Product Windchill RV&S (formerly Integrity Lifecycle Manager)" to "PTC RV&S (formerly Integrity Lifecycle Manager)".
  • Added product "Codebeamer" in eSupport Survey.
  • Auto-populated relevant instance ID in the Support Assistant for a seamless support experience when initiating a case via parametrized URL.
  • Updated eSupport navigation to direct customers to the Service Status Landing page for PTC SaaS or Cloud products, replacing the previous Cloud Status Page.
  • Enabled login access to My PTC Assistant for basic users and non-maintenance valid users.
  • Made some fixes in Update Advisor.
  • Resolved issue where the Support Assistant was routing community topics to the wrong board, ensuring accurate topic placement.
• New Updates added to Windchill PLUS Readiness Data Upload like New Columns added , added the ability to search customers for PTC Users, made available in all languages.

14-MAY-2024

• Case Logger/Support Assistant Viewer and Tracker  
  
  • On the Case Viewer added a "Cloud Instance friendly name" to know which instance the User is working.
  • A new filter added on the Case Tracker called Cloud environment so as to easily find Cloud Direct/Portal cases.
  • Servigistics Arbortext Vuforia and Thingworx Products have been moved to the new Support Assistant for better Customer Experience.
  • Thingworx product users will now be offered option to open threads in Community .
  • PTC Arbortext Product Names have been modified to just Arbortext.
  • Added License Exemption Request for Windchill Products in the Support Assistant.
  • Improved the Support Assistant UI that so more customers are driven to PTC Community.
  • The "Security Vulnerability Report" Cases have been removed from igital Tools for Security issues and will be available only to specific PTC restricted groups.
•  Others
  • Article Title will now be shown to the customers without login into the eSupport Application.
  • Updated installation guide on Creo Parametric trial demo license page.
  • Fixed Update Advisor issue of not showing any data in resolved issues.

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 Paths
  • 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.