PTC Customer Home and eSupport Release Notes
Find out what's new and changed in our online customer tools. 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 .