Getting Help: Table of Contents: 1) Objective. 3) Description of Procedures 4) Getting a PTC On-Line Support Account. 2) Escalation Procedure

Transcription

1 Getting Help: Table of Contents: 1) Objective 2) Escalation Procedure 3) Description of Procedures 4) Getting a PTC On-Line Support Account 1

2 Objective: This document will outline the resources available to you to answer questions regarding the use of Pro/ENGINEER at <company>. A step-by-step escalation procedure is detailed along with instructions for each step of the escalation procedure. Hardware, network and printer support can be obtained through your internal IT staff Escalation Procedure: When confronted with a Pro/ENGINEER question, use the steps below to guide you towards a solution. <The exact escalation procedure needs to be discussed with the internal support staff> Help Yourself Use the on-line help Access the user guides Search the PTC Training and Support Knowledge Base at Ask a designated mentor for help Contact your internal support staff Log a Call to the PTC Technology support hotline Helping Yourself: By Phone at On-Line at Pro/ENGINEER help files can be accessed from within the user interface. They are accessed in one of two ways: Context Sensitive Help and Help Browsing. To access the help files select Help on the main menu. If the Help system is not visible as shown below, contact your system administrator. 2

3 Contents and Index Contents and Index will allow you to browse or search the Help topics. Selecting Contents and Index will display the following screen giving instructions and providing information about the location of particular topics. Select Contents to Browse or search After selecting Contents you will see the following: 3

4 Expand folders to select specific topics Selecting the index tab will allow you to browse alphabetically by topic: Select a topic and then Display The search tab will allow you to search for particular topics. Type in key words, select Find, select topic and Display 4

5 What s This? Selecting What This? Provides context sensitive help. Select Help, What s This, and then any menu item. If help is available, you will be automatically sent to the appropriate page in the help guides. The same functionality can be reached by selecting the following icon: If this button is not shown on your window it can be added under customize screen. Other documents: installation guides, study guides, etc Quick access to PTC.com and other useful links Link to Current release notes. A PTC Tech Support account is required. See below to sign up Information needed by Tech Support when you log a call. Particularly: Product Version, Product Build, and loaded options Accessing the User Guides: Pro/ENGINEER User Guides are shipped in PDF format. <IT at the account should choose one of the following delivery options or the equivalent> The PDF User Guides have been submitted to Pro/INTRALINK. They have been put in the <insert name> folder. Show the Description column to get full names for the user guides. The PDF User Guides have been placed in a directory accessible via the company intranet. Follow the links provided on the company web page. 5

6 The PDF User Guides are on a network drive accessible to all users. The path to the drive is <insert path>. Using PTC.com: There is a wealth of information and tutorials available to all customers at PTC s On-line Technology Support Website. The appendix of this document provides information on how to get an on-line support account. provides a path to all on-line support applications. The options are shown below: Selecting will enable the following screen. You are able to limit your search by Product, Version Module and key words. 6

7 Mentors: <Insert names of internal support staff at the user level by product> Internal support: <Insert names of internal support staff at the user level by product> <Insert procedures for internal call resolution> 7

8 Logging a Technology Support Hotline call: The PTC hotline is staffed with degreed engineers and is available from 8:00am to 8:00 for those of us in the middle of the country. When you have used all other resources and still have a Pro/ENGINEER question you can log a Helpline call. This can be done via Phone or using the Web Support tools. In either case you will need your config ID. This can be found by selecting Help and Technical Support info from within Pro/ENGINEER. To log a call by phone call If a support engineer is not immediately available, you can leave a message and you will be called back within two hours. To log a call on-line got to and choose. These applications allow you to log new calls and track the progress of calls previously submitted. The form for submitting questions appears below. After completing the form the on-line support application will automatically search the knowledge base and present you with possible answers to your question. If your question is not answered you are able to submit the call. You will be given a call number and a support engineer will call you back within two hours. The form appears below: 8

9 You can also subscribe to the latest information on a particular Pro/ENGINEER or Pro/INTRALINK module. You can manage your subscriptions via the Knowledge Base Monitor. 9

10 Configure your subscriptions here How to get an Online support account: The registration form for on-line accounts can be found at The form is largely self explanatory. You will need your customer number and either a Sales Order Number or a Configuration ID to complete the application. See your system administrator for these numbers. <alternately, edit this document to provide the numbers for the users>. 10

11 Only one of these is required 11