Here are some tips on how to submit a ticket to the ThingWorx technical support team and what to expect. Providing a typical minimum information is always a good practice to lessen the questions and unnecessary back-and-forth communication prior to the actual investigation of the problem. Open a new ticket for each separate issue. We do track every technical issue that comes in.

 

If the ticket is being submitted for troubleshooting:

 

  • Please provide the versions of Thingworx, Tomcat, java; Operating System and specs.
  • Attach the list of the extensions used.
  • Include a detailed description of the problem; if applicable, include the screenshots.
  • Evaluate the business impact caused by the issue.
  • Optional: state the method of contact preference, whether it's a phone or email, and time if applicable.
  • Expect a support engineer (SE) to establish the first contact via email, letting known of the case ownership, and further investigation.

 

If the ticket is being submitted for enhancement request or improvement:

 

  • Please provide a clear description of the feature, use case(s), expectations and any additional details that might play a role in prioritizing the request.
  • Once the ticket has been created, it will be assigned to a support engineer (SE) who will then place a request (Jira) to R&D and provide a Jira # to the point of contact in the support ticket
  • Enhancement requests and improvements are always considered; however, the delivery is not guaranteed. Once an SE provides the case contact with the Jira #, the support ticket will be closed, and the point of contact may reach out to the SE at any time to check on the status of the Jira.

If the ticket is being submitted for a bug or a defect:

 

  • Please provide the versions of Thingworx, Tomcat, java; Operating System and specs.
  • Include a clear description of the problem, expected result, current result; a
  • Evaluate the business impact.
  • If reproducible, include the steps.
  • Optional: include the entities and data (.xml, .json if applicable) to demonstrate the issue
  • Once the ticket has been created, it will be assigned to a support engineer (SE) who will then place a request (Jira) to R&D and provide a Jira # to the point of contact in the support ticket (assuming no further information is required)
  • The R&D will provide an estimate release after the issue is evaluated. Upon sending the ETA to the case contact, the SE will close the support ticket.