Read This First > Opening a Service Request
Opening a Service Request
Perform the following steps to open a service request:
1. Authenticate at the PTC support web page.
2. Open a case with PTC Support.
3. Choose Report an issue with PTC Cloud environment.
Following are a few samples used for description:
Scenario
Sample Text
Request or renewal of the SAS token
• Share the SAS token to access the storage account for build deployment.
• Share the SAS token to access the storage account for enabling the ERP connector integration setup.
Add IP address or Subnet ID to the allow list
Add the following IP address to the allow list for accessing the storage account.
Automated build deployment setup
Enable automated build deployment and share back the setup details.
Rehost
Rehost production environment <URL of production environment> to <Target environment type> or <Target environment URL>.
WBM Staging DB Import
Import the WBM Staging database from the storage account. DB name: <specify DB name with .dmp extension>, Schema name: <specify the schema name>
* 
If there are several .dmp files, provide a list of all .dmp files and a .lst file. Use a comma (“,”) to separate multiple entities. For example: dump_file_name01.dmp,dump_file_name02.dmp,dump_file_name.lst
For WBM loading
Execute the following WBM activity on <environment URL>. Task: All.
* 
If not all, you must specify what task must be executed from the WBM OOTB available tasks (for reference: Normalize, Preload Validation, Loading, Post Loading Report, Publish, Post Load Script).
For Content migration
Execute content migration on <environment URL>. The content migration script is attached. You must attach the content migration script details and documentation to the service request. The script shall be either ant or a .sh script.
Request for registering a client at Windchill side, to enable client credential grant type of authentication.
Register a new Windchill user or service principal with client credential grant. The details are given here:
• grant_type: client_credentials
• CLIENT_ID: <sample>
• NAME: <sample>
• SCOPE: WINDCHILL_READ
* 
CLIENT_SECRET information should never be provided in the support ticket. PTC support needs to reach out offline for the CLIENT_SECRET.
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