Avaya Support: Creating a Support Ticket


Doc ID:    TRNG100042
Version:    26.0
Status:    Published
Published date:    13 Oct 2015
Updated:    22 Mar 2016
Author:   
Maria Celeste Varela
 

Details

       This document will provide details for the Avaya Support Site Service Request creation process. The document will provide instructions on the following:
 
     Create New Service Request from support.avaya.com
     Create Service Request from Ask Ava
     View or Update Ticket Details
Note: Time and Materials (T&M) and/or charges for Trouble Investigation Visit (TIV) may apply. Time and Material orders may also be subject to an invoice administration charge.Page 23 of 31
 
Note: If you have registered for a login and are awaiting approval (no relationship user), have a Lifetime Warranty Request and do not have an existing Sold To, or you have an open IT ticket awaiting resolution for 'Sold To Association' issue; you will still be able to create an SR, simply fill out the form that pops up, then you will be provided with an SR number and an Avaya agent will get back with you.
 
Note: If you are not able to access a Sold To and have used sso.avaya.com to verify it is not in your list of available Sold To's, please created an ITSS ticket.
  • US: +1 866 282 9248
  • Canada and CALA: +1 720 444 0130
  • Germany: +49 69 7505 1234
  • EMEA: +44 1483 309800
  • APAC +65 6872 8700
  • Partners can also submit tickets via the web at: at partner-itss.avaya.com (Service Family = Corporate Applications + Impacted Service = Customer Experience Portal (CXP)) 


 

Visual Overview of New Service Request
 
Create New Service Request from support.avaya.com
If you would like to create an online Service Request:
     Login to the Avaya Support Website.
     Click Service / Parts Requests -> Create Service Request from the top navigation menu. (Instructions below)
     You can also create a Service Request from Ask Ava (Avaya Virtual Chat agent)
Select the type of request you would like to create from the drop down menu.
 
When a user chooses I need to fix my product OR I have a question about an Avaya product, the user will first pick the product with the issue or question then describe the issue so they are presented with potential product specific solutions up front. The goal is to have the user be able to find a solution and fix their issue quickly without having to open a Service Request.
 
Note: If you need help determining which product to select, reference https://support.avaya.com/public/index?page=content&id=PRCS100831.

 
Next, you will be asked to enter a brief description of the issue you are reporting. Based on the keywords in your description, a list of suggested solutions will be displayed. Click on any link to view the content.
 
If you have selected CREATE SR, you'll need to perform one of the following:
  • Find your Sold To (site location identifier) from the drop-down list (or if more than 10 sold-to’s are associated with your login, you should enter the Sold-To number directly)
  • Enter your product Serial Number
  • Enter the SEID
  • Or, use ‘Other’, you can choose to search for Nortel Site ID (for heritage products), Asset Nickname.
  • If you still can’t find your asset from the resulting list, you can click the "Asset not listed? Open an unentitled Service Request here" option.
After you've selected one of the above, you'll need to select an asset. ONLY assets related to the product selected will be displayed in this section.
    • If you receive a message that you do not have any Entitled Assets for this Product Family, adjust the show filter to Assets Without Entitlement
  
 

 

 

    • If you then receive a message the you do not have any assets matching this Product Family
      • Click ‘CONTINUE’ to continue with the SR creation.
      • Click ‘SELECT ANOTHER PRODUCT’ (NOTE: This action will take you back to the start of creating a service request)
Complete ticket creation by
  • Providing a brief description of your problem
  • Answering if the problem can be duplicated
  • Answering when the problem first started/last occurred
  • Answering if any changes occurred
  • Additional Comments
     
If you are requesting service for a fix, move, add, or change, it is important that you identify the severity of the issue you or your customer is experiencing. Severity is defined based on the level of impact to service, quality, and availability of the system and your business operations. 

If the Severity is Outage or Severe Business Impact:
    • You can request out-of-hours support. Depending on your maintenance contract, you may or may not be billed.  
    • You will be required to add a Secondary Contact, so Avaya can ensure a timely response if the primary contact is not available.
   
Also note the following
  • You can change the contact information associated with this ticket, if needed (step 3).
  • A dispatch can be requested. (NOTE: This will not dispatch a technician immediately, one of our Remote Technicians will be in touch prior to dispatch)
     
When you are finished, click Submit.
  • Upon submission, you will receive a confirmation message.
    After submission, you can also upload attachments such as screenshots or system diagnostic reports. Multiple attachments can be uploaded, up to a total size of 4 GB. Of course, you should always be sensitive about transmitting private customer or business information, and purge such information from these files before uploading.

Create Service Request from Ask Ava

     Login to the Avaya Support Website.
     Click the Ava icon at the top left of the page
 You will be presented with a Chat form, fill in all required details; click SEND then OK (for help with the form, click here)
Once you’ve completed the form, you’ll be presented with a chat window.
  • Click Additional Assistance then in the body of the chat window, Click Create a Service Request
     
       
     
    Your browser window will be populated with the Create Service Request page. Navigate to the browser window to complete SR creation.
     
    NOTE: go to the Create Service Request from support.avaya.com section of this document if you did not select a product in the chat form.
        
           NOTE: Ava will not create a Service Request on your behalf; you will need to use the support site to create the service request.
    You will be asked to select the type of request you have, select one of the following from the drop down:
      • I need to fix my product
      • I need to request Avaya services to move, add or change
      • I have a question about an Avaya product
      • I need Implementation Assistance
      • I need to purchase remote implementation configuration (RICS) support
      • I need a parts replacement
      • I need Parts Replacement for Heritage Nortel Voice

         You’ll need to perform one of the following: 
     
      • Find your Sold To (site location identifier) from the drop-down list (or if more than 10 sold-to’s are associated with your login, you should enter the Sold-To number directly)
      • Enter your product Serial Number
      • Enter the SEID
      • Or, use ‘Other’, you can choose to search for Nortel Site ID (for heritage products), Asset Nickname.
      • If you still can’t find your asset from the resulting list, you can click the "Asset not listed? Open an unentitled Service Request here" option.
     
         After you’ve selected one of the above, you’ll need to select an asset. ONLY assets related to the product selected on the chat form will be displayed in this section.
     
      • If you receive a message that you do not have any Entitled Assets for this Product Family, adjust the show filter to Assets Without Entitlement
     
      • If you then receive a message the you do not have any assets matching this Product Family
        • Click ‘CONTINUE’ to continue with the SR creation.
        • Click ‘SELECT ANOTHER PRODUCT’ (NOTE: This action will take you back to the start of creating a service request)
      
    Complete ticket creation by
    o    Providing a brief description of your problem
    o    Answering if the problem can be duplicated
    o    Answering when the problem first started/last occurred
    o    Answering if any changes occurred
    o    Additional Comments
     
    If you are requesting service for a fix, move, add, or change, it is important that you identify the severity of the issue you or your customer is experiencing. Severity is defined based on the level of impact to service, quality, and availability of the system and your business operations. 

    If the Severity is Outage or Severe Business Impact:
      • You can request out-of-hours support. Depending on your maintenance contract, you may or may not be billed.  
      • You will be required to add a Secondary Contact, so Avaya can ensure a timely response if the primary contact is not available.
      
    Also note the following
    • You can change the contact information associated with this ticket, if needed (step 3).
    • A dispatch can be requested. (NOTE: This will not dispatch a technician immediately, one of our Remote Technicians will be in touch prior to dispatch)
      When you are finished, click Submit.
      • Upon submission, you will receive a confirmation message.
        After submission, you can also upload attachments such as screenshots or system diagnostic reports. Multiple attachments can be uploaded, up to a total size of 4 GB. Of course, you should always be sensitive about transmitting private customer or business information, and purge such information from these files before uploading.
        View or Update Ticket Details
          
        You can view all of your company’s SR’s by
             Hovering your mouse over Service/Parts Requests, then selecting Manage Service Requests
             Click “See all my Company’s Open SRs”
             From the main support page
         
        View includes:
        • Last Updated: Date the ticket was most recently updated and by whom
        • Updated by: The name of the person who last updated the Service Request
        • SR#: This is the ticket number, and should be used when referencing this service request with agents.
        • Customer/Sold To:  The name of the account and the sold-to number of the site
        • Severity:  The Severity level assigned to tickets requesting a fix, move, add, or change.  Severity level designates the impact and scope of request.
        • Status:  The current status of the ticket being worked, such as  New, Assigned, Pending, Resolved, Cancelled, Restored, Completed, Unassigned, Updated, Working, and Monitored.
        • Action:  Escalate or click to view SR details.
         Click on any item in the Service Request list or click Display SR to view details from this screen you can
             Request a Records Update
             Add Update or Attachment
             Request Status
             Escalate
             Print or Email

         

         

         

         

  • You will be shown suggested solutions based on the description of your issue
    • Click ‘NEXT FIVE RESULTS’ to see additional possible solutions.
  • If the suggested solution resolves your problem, click ‘I Found My Answer”. You’ll be returned to the Avaya Support home page.
  • If the suggested solution does not resolve your problem, click ‘CREATE SR’ to continue creating the Service Request.
  • Click 'CANCEL' to cancel the create SR process, you'll be returned to the Avaya Support home page. 

 

 

 

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