The team that implemented ThingWorx Navigate should troubleshoot and provide support for a few weeks after ThingWorx Navigate goes live. Once the app is stable, transfer responsibility to the team who will maintain and support it long-term.
Immediately after ThingWorx Navigate goes live, the developers and IT team who implemented it should be available to resolve technical issues. The group or person who supports Windchill or the third-party systems you’ve connected to should also be available. During this time, you may need to resolve bugs or network issues. Do not make any changes in your production environment when you fix bugs. Instead, all fixes should go through your testing and validation process. If you need to make user access and permissions changes, you can do that in production as an administrator activity.
Inform the project manager, adoption team, and stakeholders of any major problems or configurations.
Determine whether you’ll need support outside of regular business hours and who is responsible for those needs. If you thoroughly tested the app before go-live, emergencies are less likely.
The developers and IT team who implemented the app should provide go-live support for the first few weeks. Once you’re confident the app works as expected, transition to long-term support. There may be ongoing bugs or minor fixes that developers can address later. Update documentation if you implement any changes.
After the first few weeks of go-live support, transfer responsibility of ThingWorx Navigate to the group who will support it long-term. Follow the plan for long-term support that you created earlier. You may be transferring ownership to your internal IT group, an external vendor, or an adoption team.
The long-term support group will manage user access and permissions (along with the admin), provide technical support, and complete fixes and upgrades. Provide all documentation and training materials so they can assume ownership. We also recommend that you schedule a knowledge transfer session between the development team and the support team.
If the long-term support group needs help with the software, they should first go to:
If they still need help, they can open a case with PTC Technical Support (requires login). The end users should always contact your long-term support group for assistance.
If you need to make changes to the app in the future, always work in a dev environment. Never make changes to code in production. Write code in your dev environment and follow your testing and validation process before you deploy to production.
Going forward, it’s important to keep your documentation up to date. Remember to update documentation anytime there’s a change, whether it's to a user group or a tailoring configuration.
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