How to Create a Case for Ad Products and Video Platform
Once you get a support seat, a welcome email will be sent to your email account.
To log in, you have to insert the provided username (a) for your support account and the password (b) and click the Login button (c). If you have forgotten your password, you can ask for a password reset(d).
Enter the field information requested and click the “Save” button.
Attachments can be added to provided documentation for solving the problem. For example a screenshot of an error can be attached.
To attach a file you have to click in the “Add attachment” button.
With the case filters, you are able to choose the cases to display. For example, if you are interested in cases created by the company, you would have to select Company Cases under the Cases type label, (a) then click apply and the cases displayed would be only the Company cases.
Another option is to use filters together. If you need to display the cases created for video platform with a severity 3, you would need to choose from the Product Type (b) video platform and then go to Severity (c) to choose severity 3 and click Apply.
This are the filters available:
Case comments can be used to communicate with Tech Support Team.
To add a new comment you have to:
Requesting a Case Closure is when the issue has been resolved by Ooyala or your end and no further action is required.
To request it you have to:
If a case is cloned the information of the original case a new case will be created but the information of the original case will be set for the clone.
The information for the new case can be modified before its creation.
To Clone a Case you have to:
When a case is closed can be re-opened to do that follow the next steps:
A case can be escalated through the case details section.
Default Watchers are added automatically on each time a case is created. To define the Default Watchers you have to follow the next steps:
Notifications of any change or comment made to the Case would be made through e-mail.
When a Case is created an email will be sent to your account with the following message:
When a Comment is added to a Case, the notification with the comment text will be sent to your mail account with the following message:
If a customer takes 24 hours to answer a comment on the case and the case status is “Awaiting customer” an email is sent with the following content
When a Case is closed an email to you is sent. This emails contains a link to a survey so you can evaluate the service given by Tech Support Team. The email will contain the following message:
Create new case - Ad and video platform •