Enigma Technical Support Integration Update


As of January 27, 2014, PTC Technical Support's business systems have been extended to incorporate Enigma's products. This page has been created to help guide Enigma customers and partners through the entitlements and features of the PTC support system.


Support for Enigma products will continue to be provided by the same world-class team, per PTC Maintenance Terms and Conditions.

Contents
1. Getting Started

    1.1. PTC Support Account

    1.2. Creating and Tracking Support Cases with PTC Online

    1.3. Contacting PTC Technical Support by E-Mail

    1.4. Customer Care Contact Information
2. New Names for Enigma Products
3. Downloading Product Software
4. Subscribing to Technical Support Alerts
5. Migrated Enigma Tools and Content

    5.1. Enigma Cases

    5.2. Enigma FTP Process

6. PTC Nomenclature and Terminology

    6.1. PTC Technical Support Terminology and Glossary
7. Additional Links

1. Getting Started

^TOP

1.1. PTC Support Account

^TOP

To access many of the tools on the PTC Customer Portal, you will need a PTC Support Account.
For your convenience, we have migrated Enigma support accounts to PTC Support Accounts for all active Enigma customers. Log in on the PTC eSupport Portal using your e-mail address as username. To change your password, review your account settings, and begin using your PTC support account, go to the Account Management page. Once logged in, you will have full access to PTC's online support tools.
If your account was not migrated you may create a new PTC Support Account here PTC Online Account creation page. While creating the account, make sure to complete the Customer Information section so that all tools are available to you. In the Customer Information section, you must provide your new PTC Customer Number and Service Contract Number. These can be found in your Customer Transition Letter emailed to you on January 13th.
To see a video showing how to create a PTC Support Account, please click here.

1.2. Creating and Tracking Support Cases with PTC Online

^TOP

Once you have a PTC Support Account, you may create a new support Case online with PTC to request technical assistance : PTC Case Logger.
To view and update existing cases, use the PTC Case Tracker. You may use the PTC Case Tracker to access cases created prior to the transition. These tools can be accessed 24x7 from the eSupport Portal.
Please ensure you log all new cases using the PTC tools listed above.
To see a video showing you how to use the Case Logger, please click here.
To see a video showing you how to use the Case Tracker, please click here.

1.3. Contacting PTC Technical Support by E-Mail

^TOP

Initiation of new Cases with PTC Technical Support should be done either by web using the PTC Case Logger

1.4. Customer Care Contact Information

^TOP

If you experience any difficulties accessing support services, please contact Customer Case using the PTC Customer Case Case Logger or one of the toll-free telephone numbers below.

North America 877-275-4782
Europe 00-800-78-24-43-57
Japan +81 (0) 3-3346-8280
Asia & Pacific Rim +86 21 61060421

2. New Names for Enigma Products

^TOP

As part of the transition to PTC systems and tools, Enigma product names have been updated. When filing or updating support Cases, downloading software, or accessing product documentation through PTC systems, please use the new PTC product names indicated in the table below.
New PTC Product Name Original Enigma Product Name
Servigistics InService MRO Content InService MRO
Servigistics InService Technical Content InService EPC

3. Downloading Product Software

^TOP

Enigma customers may now download product releases and updates using the PTC Software Download Tool. Enigma product names have been updates as noted in Secion 2.

4. Subscribing to Technical Support Alerts

^TOP

Use the Technical Support subscription tool to receive email alerts for reference documentation, software updates, and Cases. To set up alerts, go to Subscribe to TS Alerts located on the PTC eSupport Portal. Click on the Help tab for detailed instructions on the use of this tool.

5. Migrated Enigma Tools and Content

^TOP

5.1 Enigma Cases

^TOP

Your existing Enigma Service Requests have been migrated to PTC's support system. In PTC's support systems they are called Cases
To locate your existing Enigma Service Requests, a search tool has been created: Service Request Legacy Tool. With this tool, you can look up your Service Requests by number, access them through the PTC Case Tracker, then review and update them if needed.
Alternatively, use the PTC Case Tracker to look up your Cases by product, date range, and other criteria. With this tool, you may sort, export, and drill into Case details.

5.2 Enigma FTP Process

^TOP

With the transition, there is change to the FTP process. Moving forward, please use the PTC Technical Support FTP process to share files with PTC.

6. PTC Nomenclature and Terminology

^TOP

6.1. PTC Technical Support Terminology and Glossary

^TOP

PTC has an online Glossary that can help with many of the new terms customers will need to know when working with PTC. Below are explanations of a few PTC terms as they relate specifically to Enigma customers.
Case
A Case is a single technical issue reported to PTC Technical Support. A Case may be reported to PTC Technical Support either online via the PTC Case Logger .
Release
Release is the major version of a PTC software product. Releases are versions where significant enhancements have been made to the software product in order to provide value to maintenance paying customers. New Releases are only available to customers with active maintenance contracts.
Datecode
The Datecode is a release identifier.
Technical Area
A Technical Area is a subcategory for the product referenced in the Case. In addition to modules of a specific product, this may also refer to a more specific area of functionality or a designation for a common type of customer issue.
Examples of Product, Release, Datecode, and Technical Area Designations
Below are examples of Product, Release, Datecode, and Technical Area Designations that could be used when filing support Cases with PTC Technical Support for Enigma products.
Product Release Datecode Technical Area
Servigistics InService MRO Content 5.1 N/A N/A
Servigistics InService Technical Content 5.0 N/A N/A
3Cv8 (3Cv8) 8.6 N/A N/A

Service Contract Number (SCN)
The Service Contract Number, or SCN, is a unique identifier to track your purchased maintenance for a PTC product or group of products. A valid SCN is required for all Technical Support services, including opening a Case, browsing the Knowledge Base, and downloading software updates.
If you require assistance determining the SCN to use when contacting PTC, contact PTC Customer Care using the Customer Care Case Logger or by phone via the Customer Care Contact Information above.

7. Additional Links

^TOP

PTC Acquires Enigma
Frequently Asked Questions - PTC Acquires Enigma
Customer Transition Letter
PTC Customer Service Guide
For complete information about PTC Technical Support, Customer Care, License Management, Maintenance Support, Training, and the PTC Customer Portal, please see the PTC Customer Service Guide.
PTC Global Maintenance Support Packages
PTC Maintenance Terms and Conditions
Technical Support Online Support Tools Instructions
View videos to help you understand how to use all of the tools available to you on the PTC eSupport Portal.