Tickets Creation

You have the option to raise requests, incidents, and improvements:

Case Creation

To create a case, we must click on the product on which we want to create a request.

Request Case Creation

Customer Portal shows us the form to create request case:

Fields to fill on the screen:

Priority	You can select between different options: High, Medium, Low, Critical and Very Low.
Request Type	You can choose between different options depending on your necessities. IF there aren’t an option related your necessity, you can select “other request type” and in the description tell us what you need. You can request for: · A new eva CLOUD · Activate new channel in eva cloud. · Add a new environment in a customer eva cloud. · Additional cloud Infrastructure or accesses (Cloud configuration or clusters, backups) · Dialogflow Essential · GDPR - Right to object and automated individual decision-making · GDPR: Information and access to personal data · GDPR: Rectification and erasure · Manuals or documentation · Modification of analytics retention period. · Modification of contracted support level to Premier, GOLD, PLATINUM. · Modification of the number of channels to configure. · Other request type · Project in GCP where you will be able to deploy your webhooks and ETLs · Read access to replicas data bases. · Request the configuration of a voice gateway connection for a virtual agent in eva. · Shut down a eva cloud environment · User management (Add, remove users and permissions in eva cloud organization or GCP Project)
Customer	Enter a customer name in a capital letter.
Support Contract	Choose a kind support was contracted by the customer.
Subject	Brief description of the request.
Informant’s email	Email of the ticket informant for contact if necessary.
Project Code	Project code related whit eva product being worked on.
Environment	Which environment do you need or is affected with your request, it can be: · Production · Pre-Production (QA) · Develop · Previous environment (pre and develop environment) · All
Region	What region is the client from.
Description	Enter all information that let us to have clarify about your request. See minimun information by type of request.
Related cas	If you have some case related this request you can enter it, to let us know more information.
Attach Files	A window that allows you to attach files.
Comments	A window that allows you to add comments.

Minimum information by Request type:

• A new eva CLOUD: You must attach the approved quote for this client, along with the email accounts of the individuals who will require access to the new eva cloud.

• Add a new environment in a customer eva cloud: You must attach the approved quote for this client, along with the email accounts of the individuals who will require access to the new eva cloud.

• For the application of the new organisation it is mandatory to inform the EXT, INT or MKT Code to which the licence fee will be charged.

• Dialogflow Essential: In this category, you must enter the requirements related with accounts creations, increase quota, special configurations, etc.. 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 "Problems with External NLPs/Dashbot IO" available in the errors typology requirements.

• GDPR - Right to object and automated individual decision-making

• GDPR: Information and access to personal data

• GDPR: Rectification and erasure

• Manuals or documentation

• Modification of analytics retention period.

  • Project manager approval to this request because it have additional cost.

• Modification of contracted support level to Premier, GOLD, PLATINUM.

  • Project manager approval to this request because it have additional cost.

• Modification of the number of channels to configure.

  • Project manager approval to this request because it have additional cost.

• Project in GCP where you will be able to deploy your webhooks and ETLs:

  • Project manager approval to this request because it have additional cost.

  • Quotation approval for customer

  • User a associated to the request,

  • Email of user a associated to the request.

• Read access to replicas data bases.

• Request the configuration of a voice gateway connection for a virtual agent in eva.

• Shut down a eva cloud environment

• User management (Add, remove users and permissions in eva cloud organization or GCP Project):

  • User a associated to the request,

  • Email of user a associated to the request.

Incident Case Creation

Priority	You can select between different options: High, Medium, Low, Critical and Very Low.
Incident Type	You can choose between different options depending on your necessities. IF there aren’t an option related your necessity, you can select “other request type” and in the description tell us what you need. You can request for: · Blocker Incident in eva environment - Severity Level · Data breach Incident - Severity Level 1 · Critical Incident in eva - Severity Level 2 · Other Infrastructure problems (Cloud configuration, clusters, backups… ) - Severity Level 2 · Problems in Cockpit - Severity Level 3 · Problems with Bots - Severity Level 3. · Problems with eva NLP (Clever) - Severity Level 3 · Problems with additional infrastructure access-- Severity Level 3 · Problems with access to replicas data bases-- Severity Level 3 · Issues with Manuals and Documentation - Severity Level 4
Customer	Enter a customer name in a capital letter.
Support Contract	Choose a kind support was contracted by the customer.
Subject	Brief description of the request.
Informant’s email	Email of the ticket informant for contact if necessary.
Project Code	Project code related whit eva product being worked on.
Environment	Which environment do you need or is affected with your request, it can be: · Production · Pre-Production (QA) · Develop · Previous environment (pre and develop environment) · All
Region	What region is the client from.
Description	Enter all information that let us to have clarify about your request. To Other Infrastructure problems (Cloud configuration, clusters, backup, etc ): Minimum data that the ticket must contain: · GCP Project, · User(s) with the problem · Database, · Cluster, · IP · The email address must be entered to receive information about the ticket processing.
Related case	If you have some case related this request you can enter it, to let us know more information.
Attach Files	A window that allows you to attach files. There is also the possibility to enter additional images and other files in the "Attachment" section, so that sufficient information can be provided to validate this entry.
Comments	A window that allows you to add comments.

Limitations on attachments

Limitation on file size: By default, the maximum size of files that can be attached will be 10MB. If we try to incorporate a file with a larger weight than the limit, a pop-up window will inform us of the error:

Limitation on the format of the files: these must be specified by the operator of the service, among the following: .PDF, .DOC/.DOCX, .XLS/. XLSX, .PPT/.PPTX, .TXT, . CSV, . TIFF, .JPG, .PNG, .BMP, .RAR, .ZIP, .7Z, and. MSG. If you have any problems please contact us by [e-mail].

A pop-up window will inform us that the case has been successfully created and indicates the identification integer that has been assigned to it.

After the case is created, the Customer Portal directs us to the Cases view. See Cases.

Cancel case creation

If you want to cancel the creation of the case, click on the button . The Customer Portal then opens a cancellation confirmation modal.

If we click on “Close”, the Customer Portal redirects us to the screen on which we select the Request Type, canceling the creation of the case.

Cases

View Cases

Find your cases and information about it on the Cases view screen by clicking on the case id number. The Customer Portal will open the window of the operational form, where we can operate the case. See this process in more detail in Operating a Case.

Click the case id number on the left to view the case

Operating a Case

To be able to operate a case, we must first select it and then click on the Case ID.

The operational form is presented as follows. This form varies depending on the needs and business fields that have been created for the product:

You can enter comments or attach files.

Comments cannot be deleted once they have been added.

Click Change Status after adding the pending information

If the status is "Pending information", you must enter the necessary documents and information required by support and then change the status of the case by clicking on the "Change status button" and select "Answered by customer" and accept or cancel if you need to enter more information.

Click Accept

Notifications

Customer user should be notified, via email, whenever someone other than the Customer user changes the operational status of a case created by the Customer user.

The data included in the notification at least contains the status to which the case changes, the Case ID, the priority, the process related to the case, the product related to the case, the date the case was created, and the date of the last update.