How do I re-open a closed support call?

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How do I re-open a closed support call?

Postby liz » Mon Jun 15, 2015 5:11 pm

Answer by: Liz Purdy
Last Updated: 2006-09-19

If you have a support call and its status is Closed (Resolved), you may reopen it at any time by any of these means:
Add a note to the call via the Call Tracker ... racker.jsp

or ... lang=en&n={callnumber}

Add an attachment to the call via the Call Tracker ... racker.jsp

or ... lang=en&n={callnumber}

Call PTC Technical Support by phone and notify us that the support call should be reopened

In North America, call 800.477.6435. In other geographies, call the appropriate toll-free number per the PTC Customer Service Guide now located here: PTC Customer Support Guide (PDF). The phone numbers are listed near the end of this guide.

These mechanisms are equivalent to those in place for Arbortext before the transition to PTC systems. The phone numbers and URLs have changed; the process is essentially the same.

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