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Omilia Service Desk User Guide
This guide walks you through the way to raise a ticket to the Omilia Service Desk based on the different issue types that you need to address. In addition you can monitor open tickets through your account profile.
Each issue type may required different information depending on the nature of the request.
In all cases a form with straightforward requirements must be filled in to submit the request.
Ensure that all necessary information is prepared in advance to prevent any confusion when submitting an issue.
The main issue report tree is shown below and will be analyzed further
Report an Incident Affecting Live Traffic - Use this option to report an incident that significantly impacts live calls.
Need help with your access or permissions
Request a New Organization Creation
General Access Management Help
Run into a Bug or Need Support
General Technical Support
Report a Bug
Go Live Notification
Suggest a New Product Feature
Request a new Application Feature (Change Request)
Licensing and billing questions
Other Questions
Request Access to Service Desk Portal (Internal Access only)
Report an Incident Affecting Live Traffic
This type of issue must be used to report an incident that significantly impacts live calls.
It is dedicated to reporting critical issues in the live production environment and is subject to First Response SLAs with specific SLTs that must be honored.
Raise such ticket for reporting urgent issues like OCP® outages, critical functionality failures, widespread performance degradation, or security breaches in the production environment
Required Information
Required Field | Description | Mandatory |
|---|---|---|
Severity | Select the Severity of the Incident ranked from 1 to 4 | ✓ |
Summary | Brief & Accurate description of the Incident that can be used as a title | ✓ |
OCP Environment | The OCP Environment for example, https://us1-m.ocp.ai | ✓ |
OCP Application | Application affected by the incident | |
OCP Group | Group name of the Application | |
OCP Customer | Customer affected by the incident | |
OCP Service | Select from the dropdown list the services that are affected by the incident? | |
Incident Details | Share more information about the incident - If applicable include Expected vs Actual Behavior | |
Attachments | Provide any log snippets or screenshots that may help in the investigation. You can drag and drop or Browse your files |
Need help with your access or Permissions
Use this type of issues to request new Orgnization Creation or General Access Management help
Request New Organization Creation
If you are new to OCP® you need to create a new Organization to start developing applications.
Required Information
Required Field | Description | Mandatory |
|---|---|---|
Business justification for OCP Organization creation | The reason a new OCP Organization is needed | ✓ |
OCP Environment | The OCP Environment you are requesting access to. It's the base URL of the site where you registered. i.e. us1-m.ocp.ai | ✓ |
OCP Organization Name | The proposed organization name. The Groups will be under this organization, and later managed by the designated Organization Admin(s). The organization name should match the customer’s name/domain | ✓ |
OCP Organization Admin | Comma separated email(s) of the designated Organization Admin(s). You can find more information in Organizations, Groups, and Roles Users must be already registered in OCP® | ✓ |
Customer Name | The customer's Business name for which this OCP Organization is being created | ✓ |
Customer's email domain | The private online domain of the customer? For example,http://domainname.com | ✓ |
Integrator | SIP Integration Details. Select from the dropdown list Additional information will be requested depending on the selected integrator. This could include any of the following:
| ✓ |
Request Description | If you consider more info is required, describe your request here |
General Access Management help
You have read about a feature or menu and it is not available because you lack permission or you need help with access in general. This is the right form to resolve this.
For users seeking assistance with existing access, password resets (where applicable), understanding their permissions, or reporting issues related to logging in or accessing specific parts of OCP® they believe they should have access to.
Additional permission requests like access to Testing Studio+, Conversational Insights, etc are provided through this Request Type.
General Access Management information requirements
Required Field | Description | Mandatory |
|---|---|---|
Business justification for access changes | Why is this access needed? | ✓ |
OCP Environment | Which OCP Environment are you requesting access to? It's the base URL of the site where you registered. i.e. us1-m.ocp.ai | ✓ |
OCP Customer | The Customer’s name | ✓ |
General Access Management type options
Access Type | Description | Required Information | |
|---|---|---|---|
Manage Organisation Admins | |||
Add Organization Admin | Request to Add Organization Admin(s) from an Organization |
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Remove Organization Admin | Request to Remove Organization Admin(s) from an Organization |
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Manage User Roles and Groups | |||
Add/Update User Role in Group | Add or Update a user role in a group |
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Remove User from Group | List the Users(emails) and the Groups to removed them from. |
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Access to Testing Studio+ | Select the Group(s) that require Testing Studio+ access |
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Access to Conversational Insights | Request access to Conversational Insights A new user license might be required - Contact your Account Manager for more details |
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Edit Sensitive OCP Variables in Env-Manager |
Users with this policy assigned, can edit Sensitive OCP Variables in Environments Manager |
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Decrypt Sensitive Fields in Monitor |
This option allows users to view sensitive information on Monitor, which is otherwise encrypted |
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Increase Flow Limit | Increase the Low limit for a Group, to allow users to create more Flows under certain Groups. The default limit is Five (5). |
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Other... | If the permission request is not covered by any of the other categories you can provide a detailed description of your request |
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Run into a Bug or Need Support
This group handles standard technical issues and defect reporting. It is separated into two major categories:
General Technical Support
Report a Bug
General Technical Support
For users needing help with technical problems, configuration issues/help, unexpected behavior (that isn't clearly a bug or incident), general "how-to" questions related to technical aspects of the Product, or troubleshooting non-critical problems.
Required Information
Required Field | Description | Mandatory |
|---|---|---|
Summary | Summary of the request in a single sentence to be used as a title for the issue | ✓ |
OCP Environment | The OCP Environment for example, https://us1-m.ocp.ai | ✓ |
OCP Customer | Customer affected by the incident | ✓ |
Detailed Description | Share more information about the issue. Provide as much detail as possible | ✓ |
Attachments | Attach any relevant files that would help understand the issue better |
Report a Bug
For users reporting specific, reproducible defects or errors in OCP®, where it does not behave as expected or documented.
Unlike incidents, bug cases may have workarounds or do not cause a widespread production outage.
Required Information
Required Field | Description | Mandatory |
|---|---|---|
Severity | Select the Severity of the Incident ranked from 1 to 4 | ✓ |
Summary | Brief & Accurate description of the issue that can be used as a title | ✓ |
OCP Environment | The OCP Environment for example, https://us1-m.ocp.ai | ✓ |
OCP Customer | Customer affected by the incident | |
OCP Application | Application affected by the incident | |
OCP Group | Group name of the Application | |
Session Identifier | Dialog IDs, Session IDs or Connection IDs to help us identify the problematic case easier. (when applicable) | |
Description | Describe in detail what the issue is. Include any information available, like expected vs actual behavior and steps to reproduce the issue | |
Attachments | Provide any log snippets or screenshots that may help in the investigation. You can drag and drop or Browse your files |
Other Requests and Questions
This is a catch-all for various requests that don't fit neatly into other categories.
Go Live notification
Notify Omilia of an imminent project go live date and provide with the data required to support the application, post go live. This is a great way to get the required attention when needed.
Required Information
Required Field | Description | Mandatory |
|---|---|---|
Go Live Date | The estimated Go Live Date of the project | ✓ |
Customer | The Customer's name | ✓ |
OCP Environment | The OCP Environment for example, https://us1-m.ocp.ai | ✓ |
OCP Application | Application affected by the incident | ✓ |
OCP Group | Group name of the Application | ✓ |
Expected Traffic | Information about calling traffic of the project. Peak hours, concurrency and average traffic | |
Language Support | Locales the application supports | ✓ |
Integration Info | CcaaS or Custom SIP Integration details Additional information will be requested depending on the selected integrator. This could include any of the following:
| ✓ |
Omilia Products Incorporated | Technologies/Products used to build the application. Select from the dropdown list. | ✓ |
Inbound Attached Data | Attached data fields and their definition (for example, | |
Additional Details | Testing Studio Scenarios | Designs | |
Partner Point of Contact | The group email alias used to communicate incidents about applications | ✓ |
Implementation Partner Point of Contact | If applicable - The group email alias used to communicate incidents about applications | ✓ |
Customer Contact Points | Comma separated email addresses to include in the distribution list, or a group email alias. | ✓ |
Suggest a New Product Feature
For suggesting new functionalities or features for the overall product suite or perhaps even ideas for entirely new products/services.
Feel free to suggest your ideas with Omilia. We will evaluate and put them under consideration.
Request a new Application Feature [Change Request]
For suggesting enhancements, modifications, or new functionalities specifically for an existing application managed or supported by the team. This is often treated as a Change Request.
Required Information
Required Field | Description | Mandatory |
|---|---|---|
Summary | Brief & Accurate description of the feature that can be used as a title | ✓ |
OCP Environment | The OCP Environment for example, https://us1-m.ocp.ai | ✓ |
OCP Customer | Customer interested in the new feature | |
OCP Application | Application affected by the new feature | |
OCP Group | Group name affected by the new feature | |
OCP Partner | Partner interested in the new feature | |
Feature Details | Share more information about the feature - Provide as much detail as possible about the improvement you're suggesting | |
Attachments | Drag and drop files, paste screenshots, or browse for files that would help us understand better |
Licensing and billing questions
For users inquiring about software licenses, subscription costs, billing details, invoices, or usage counts related to billing.
Raise your question and add as much detail as possible about it and our team will get back to you with answers and clarifications.
Other Questions
General inquiry queue designated for questions that do not align with other specific request types. This encompasses "how-to" inquiries and requests for general information.
If you have a general question that doesn't fit any other category, please provide as much detail as possible. Our team will respond with answers and clarifications.