Support section
- XCALLY Knowledge (Unlicensed)
Support
In this section you can find:
a useful tool to open Vidaoo Tickets online, monitor their progress and verify their resolution and closure
to view the system Logs.
Tickets
The Tickets environment allows you to create and monitor your trouble tickets on Vidaoo:
On the right top side of the window you find the available commands:
Click on:
create a new ticket
to refresh the list
to export the list contents in a csv file.
When you Create a new ticket, you will be prompted to enter the reported problems in a form (the more accurate is the description, the better!):
At the end Save it and now you'll see your ticket is added in the tickets list:
and you will receive an email from the Vidaoo TT system that will inform you about this:
and from now on, any changes will take place in the status of your ticket, you will receive an email.
The initial Status is To Do, but as soon as the ticket is processed the Status changes (remember to Refresh the list view):
The Ticket Status progression is:
To Do
Pending
In Progress
Done (final)
Click on the funnel icon on the Status filter in order to display only a subset of tickets:
Logs
This section displays the list of the Response Logs associated to the Automation Actions:
On the whole list you can operate clicking the buttons:
to refresh the list
to show/hide the filters that can be applied on the list (see below)
to export the list contents in a csv file
Filters
When the search fields are enabled, you can click on the bucket icon near each column search field to narrow the selection to one or a list of logs:
In order to inspect the Request and the Response Log details, click on it.
Here you find the Request/Response corresponding information, shown in two columns:
Log Request Id/Log Response Parent Id
Partent Service Id
Service name (<version>.<service>.<method>)
Message Summary/Message Summary Response Log
Data output message log (data or string)
Level of severity
Created At Date
Click Previous or Next to go back and forth in the logs list.
Click the button near a field to copy it.