Related Administration Activities
When you receive emails from end users who are reporting errors that they have encountered, you should have a set of site-defined actions that are performed to work with the users to fix their issues and diagnose why the errors occur. PTC recommends that you include the following actions:
• Acknowledge the receipt of the email.
• Follow the links in the set of pages described previously to get to the place in the log file where the error was recorded and attempt to determine the cause of the error.
• If you are able to fix the problem, inform the user of the fix.
• If you are not able to determine the cause of the error with the information provided through the links, use any other tool that your site has available to do more research into the cause for the error.
• If you determine that the error relates to a problem in the standard Windchill application, contact PTC Technical Support.
• If the error comes from custom code, contact your internal support to pursue a fix.
• If you need help to determine the cause of the error, contact PTC Technical Support.
Windchill administrative tools include:
• The System Configuration Collector.
• The monitoring tools available from the Server Status page.