Tickets Creation

Create Incidents

In the case of generating a Incident, you must select the category to which it corresponds:

In the case of generating an Incident, the customer must select the category to which it corresponds:

Unavailability of cloud environments:

Minimum data that the ticket must contain:

• URL of the environment in which you are working (if applicable or the version of eva you are using)

• The email address must be entered to receive information about the ticket processing

Data breach: Any incident that results in the destruction, loss, alteration, unauthorized communication or access to personal data. Data breaches may have to be reported to the supervisory authority

Infrastructure (Cloud configuration, clusters, backups...)

Minimum data that the ticket must contain:

• Project

• User(s) with the problem

• Databas

• Cluster

Others: Any information that is a contribution to understand and provide a solution to the situation being reported.

Create Request

In the case of generating a Request, you must select the category to which it corresponds:

To generate a ticket type Request it is necessary to select one of the following categories and add the minimum data according to the characteristics of the request, for example:

Request a new environment: You will enter this type of requirement when requesting the creation of a new environment.

The minimum data required to be entered in the ticket description are:

• URLs name required: (where the final name will be as shown: "environment.eva.bot", "environment-dev.eva.bot", "environment-qa.eva.bot"),

• Additional infrastructure, ex. VPN connection (Ip),

• Private kubernet cluster: Fixed outbound IP,

• Name(s) of the person(s) who will be administrator(s) of the environment and their email address(es), and access to the cockpit and DB (read),

• Billing ID (in case of billing ID in Europe).

• Attach the agreed and approved quotation.

• Access data base or google cloud or cluster, Channel connection: Any request for access Data Base, Google cloud, Cluster or Connection to a channel must be generated through this option.

Important: In the event that the database access is required to connect to a channel, you must indicate the details of the connection to be made, as the management will be done internally.

The minimum data required to be entered in the ticket description are:

• Project

• Database

• Permissions

• Reason

• Approval

• Private kubernet cluster: outbound fixed IP,

• Public IP of who needs to be connected

• User requesting connection

• Infobip URL (For Infobip integration),

• Infobip username and password (For Infobip integration),

• Whatsapp number of infobip (For Infobip integration),

• Keyword used by eva, if configured in infobip (For Infobip integration).

• Infrastructure (Cloud configuration or clusters, backups...): Under this category you must enter all the requirements associated with Google Cloud management.

The minimum data required to be entered in the ticket description are:

• Project architecture design.

• For Kubernete Cluster: fixed IP (public or private), how many nodes, region, zone, CPU, memory and disk configuration, network. Number of requests per seconds and strong schedule.

• For Access user database: In "Access data base or google cloud or cluster, Channel connection", see minimum data required.

• For Virtual machine: Name, region (us east), zone, CPU, memory and disk configuration, network.

• For Function: Mail associated to google or a google account.

• For Additional MYSQL Access: CPU, memory and disk space, public ip for access, your mail account to create it as a user.

• Dialoglow essential account/Increase Dialogflow Enterprice Quota: In this category, you must enter the requirements associated with the creation of accounts in Dialogflow.

The minimum data required to be entered in the ticket description are:

• Name of the eva project to be linked,

• eva Quotation,

• Reason,

• Agent name,

• Default language,

• Default time zone,

• People who require access to edit the agent,

• Google email account,

• Indicate if you want to keep Trial free or escential (paid).

• Max Request/min (To increase Dialogflow Enterprise quota)

• New limit, operations per minute (To increase Dialogflow Enterprise quota)

• Request description (To increase Dialogflow Enterprise quota)

• Dialogflow Essentials Edition text query account name (To increase Dialogflow Enterprise quota)

This typology is only to create account or increase quota in Dialogflow; in case of problems with this or another NLP, you have the option "External NLP/Dashbot IO" available in the errors typology requirements.

• Administration tool help / Cockpit: All requirements associated with the administration tools of the cockpit.

The minimum data required to be entered in the ticket description are:

• User a associated to the request,

• Email of user a associated to the request.

• Shut Down cloud environment: You should use this type when you consider necessary to use this option to request the cancellation of the environment, in this case do not forget to enter the url or urls that are being requested to be downloaded and inform, if it is necessary, to leave a backup of the same downloaded.

The minimum data required to be entered in the ticket description are:

• URL of the environment,

• Name of the environment,

• Evidence in case of on premise disconnection,

• Indicate whether or not the generation of a buckup is requested.

• Indicate if you have your own billing ID or not,

• Indicate the billing ID code if known.

• Manuals: You can use this option if you need help finding links to the manuals or perhaps request some additional information or questions regarding the information that exists in the manuals.

The minimum data required to be entered in the ticket description are:

• Version of the environment,

• Description of the management you need to develop.

• Aditional cloud infrastructure: Any request for additional infrastructure, like a new cluster, should be entered under this category or connection to databases (for this you must enter your ip to be able to release it), execute backups, or whatever you need related to the cloud.

The minimum data required to be entered in the ticket description are:

• Project architecture design.

• For Kubernete Cluster: fixed IP (public or private), how many nodes, region, zone, CPU, memory and disk configuration, network. Number of requests per seconds and strong schedule.

• For Access user database: In "Access data base, google cloud or cluster, Channel connection", see minimum data required.

• For Virtual machine: Name, region (us east), zone, CPU, memory and disk configuration, network.

• For Function: Mail associated to google or a google account.

• For Additional MYSQL Access: CPU, memory and disk space, public ip for access, your mail account to create it as a user.

• Others (Unprocedured Request Type): Under this typology you must enter those requirements that are not within the previous categories.

It is important that the minimum information included in the description allows us to complete the requirement to avoid iterations.

Create Errors

In the case of generating a Errors, you must select the category to which it corresponds:

For tickets associated with: "Administration tool / Cockpit", "Bots", "Clever" and "External NLP/Dashbot IO", the minimum information required to enter in the description is:

The minimum data required to be entered in the ticket description are:

• Version of eva being used,

• Virtual agent name,

• Flow,

• NLP,

• Virtual agent / Bot name (Externa NLP),

• Entity names, intent or response that presents the problem,

• Indicate if problem is associated with CLEVER Global or CLEVER AL (in Clever case),

• Dashbot API key (Dashbot error),

• Detailed of problem,

• Screenshots,

• Video if it is possible,

• Step by step how to get to the error.

Manuals

The minimum data required to be entered in the ticket description are:

• Version of eva being used,

• Description of the error you detected in a manual.

Others

Any information that is a contribution to understand and provide a solution to the situation being reported.