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Date: 9/24/01. Objective: This document will outline the resources available to
you to answer questions regarding the use of Pro/ENGINEER at .
Title: Getting Help Date: 9/24/01
Getting Help:
Table of Contents: 1) Objective 2) Escalation Procedure 3) Description of Procedures 4) Getting a PTC On-Line Support Account
1
Title: Getting Help Date: 9/24/01
Objective: This document will outline the resources available to you to answer questions regarding the use of Pro/ENGINEER at . 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. •
• • •
Help Yourself • Use the on-line help • Access the user guides • Search the PTC Training and Support Knowledge Base at http://www.ptc.com/support/support.htm Ask a designated mentor for help Contact your internal support staff Log a Call to the PTC Technology support hotline • By Phone at 1-800-477-6435 • On-Line at http://www.ptc.com/support/support.htm
Helping Yourself: 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
Title: Getting Help Date: 9/24/01
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
Title: Getting Help Date: 9/24/01 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
Title: Getting Help Date: 9/24/01
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. The PDF User Guides have been submitted to Pro/INTRALINK. They have been put in the 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
Title: Getting Help Date: 9/24/01 The PDF User Guides are on a network drive accessible to all users. The path to the drive is . 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.
http://www.ptc.com/support/support.htm provides a path to all on-line support applications. The options are shown below:
will enable the following Selecting screen. You are able to limit your search by Product, Version Module and key words.
6
Title: Getting Help Date: 9/24/01
Mentors:
Internal support: 7
Title: Getting Help Date: 9/24/01
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 1-800-477-6435. 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 http://www.ptc.com/support/support.htm 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
Title: Getting Help Date: 9/24/01
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
Title: Getting Help Date: 9/24/01
Configure your subscriptions here
How to get an Online support account: The registration form for on-line accounts can be found at http://www.ptc.com/common/account/customer.htm . 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. .
