Opcenter Execution Electronics IoT - MSS (Valor IoT manufacturing - Shopfloor)
Changes to Cases and Knowledge Articles on Support Center for Valor Products
2023-08-03T19:23:30.000-0400
Manufacturing Systems Solutions
Summary
Details
Dear Valued Customer,
You may have noticed some changes to your support cases. Siemens Support is migrating to a new case handling system. This has resulted in a couple modifications.
The case numbering has changed from the 10-digit format to an 8-digit number, for example 00895735. The legacy case numbers are mapped to the new system so you can use Support Center to search for either string.
All open cases were migrated as well as cases closed after 1/1/2020. Older cases will continue to be referenced by the original 10-digit numbers.
The cases status has changed slightly:
Pending is now Open - In Progress
Waiting for Customer is now Awaiting Customer Action
Pending Defect is now Open – Pending Defect/Enhancement
Closed is still Closed
The format of automated email you receive during the case life cycle has been updated.
The emails sent from the Support Engineers will have a “ref ID” string, for example: ref:_00D306woe._5004O1KCHbK:ref. Please do not remove that from emails you receive. This “ref ID” is the mechanism to update your case via email.
Knowledge articles have also been moved to the new system. Similar to case numbers, Knowledge Articles have a new numbering system. The Legacy MG and MJ numbers have been mapped so you can search for the old or new numbers to find your favorite articles.
As of August 2023, the following product groups have been migrated:
CAMCAD
Opcenter EX EL IoT Foundation (Valor IoT Foundation (MSS Foundation)
Thank you for your patience as we complete this migration. Our new system will allow better integration between cases and knowledge and improve the overall efficiency of the Support Organization.
Opcenter Intelligence Electronics (Valor IoT Manufacturing Analytics Platform)
Opcenter Execution Electronics IoT (Valor IoT Manufacturing)
Valor MSS Quality Management (vCheck)
Opcenter EX EL IoT Server - VM Image
Opcenter EX EL IoT Foundation (Valor IoT Foundation (MSS Foundation))
Valor MSS Business Intelligence (BI)
Valor MSS Production (vManage)
Opcenter EX EL IoT Server - Box Image