Prerequisites for Sending Information to Technical Support
Before you can use Windchill to send the system information to PTC Technical Support, the PTC Service Contract Number (SCN) must be set in the wt.support.scn property in the wt.properties file. The SCN is set when Windchill is installed.
If the number set for the SCN is incorrect or you have another reason to change it, you can change the number using the xconfmanager utility. For example, enter the following xconfmanager utility command from within a windchill shell to set the SCN to 567890:
xconfmanager -s wt.support.scn=567890 -t wt.properties -p
PTC Technical Support identifies your company through its SCN. If you do not have an SCN or do not know what it is, contact PTC Maintenance Department using the instructions found in your PTC Customer Service Guide under Contacting Your Maintenance Support Representative.
Each call initiated with a technical support engineer is assigned a call number and all data sent to the engineer is tracked through that number. To send information to a technical support engineer, you must include the call number. How you include the call number is dependent on the method you use to send the information and is described in detail in the topics that follow.