Title: Getting Help Date: 9/24/01

Getting Help:

Table of Contents:

1) Objective 2) 3) 4)

Escalation Procedure Description of Procedures Getting a PTC On-Line Support Account

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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 <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 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.

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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:

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Title: Getting Help Date: 9/24/01

s

Selecting the index tab will allo

The search tab will allow you to

Expand folders to select specific topic

w you to browse alphabetically by topic:

Select a topic and then Display

search for particular topics.

Type in key words, select Find, select topic and Display

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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.

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

Other documents: installation guides, study guides, etc

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.

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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 <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. http://www.ptc.com/support/support.htm 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.

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Title: Getting Help Date: 9/24/01

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

level by pro

level by pro

duct>

duct>

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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:

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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.

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Title: Getting Help Date: 9/24/01

How to get an Online supp The registration form http://www.ptc.com/common/aexplanatory. You will need youConfiguration ID to complete numbers. <alternately, edit this

Configure your subscriptions here

ort account:

for on-line accounts can be found at ccount/customer.htm . The form is largely self r customer number and either a Sales Order Number or a the application. See your system administrator for these document to provide the numbers for the users>.

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Title: Getting Help Date: 9/24/01

Only one of these is required

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