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Omeda Client Support Portal – User Guide

Omeda Client Support Portal - User Guide

Welcome to the Omeda Client Support Portal User Manual. Read on to learn how to use the new Portal interface. Think of it as your one-stop access to all our support options. Request service, report bugs, add products, ask a question and more ... all from one place.

Let's get started!

Quick Start Guide

Hit the ground running with our Quick Start Guide PDF and download a copy for future reference.

Overview Video

Watch this video for a quick overview of the Omeda Client Service Portal.

Critical Support Requests

Support is available during Omeda Business Hours from 7:30am to 5:30pm CST, Monday through Friday.

Emergency assistance for urgent requests, e.g. platform outages, non-temporary service interruption, critical Email issues that require immediate action, is available after hours by calling 1-800-791-6554, by emailing criticalsupport@omeda.com, or by submitting a Service Desk request with the priority “Critical Path. The critical support team will respond back to you as quickly as possible.

Please include the following information in all requests for support when you are reporting a problem or abnormality to ensure the quickest possible resolution/response, including :

  • URL's, ID's or other issue-specific information to clarify were the problem occurred
  • Screenshots of Issue or error messages
  • Problem/question
    • If problem, what are you trying to do?
    • What happened immediately before ‘the problem’?
    • Include screenshots, if applicable.

NOTE: Priority “Critical Path” or "Escalate" is reserved for system outages/service interruptions, and emergency Email Support. For requests requiring prioritization, please assign a due date were applicable, select Priority "High".

Features

Portal Log-In Screen

1. Log in with your existing JIRA account:

Use your existing JIRA account credentials to log into your organization’s service portal. Your log-in will automatically take you to to the Support Portal Home screen below.

If you don’t remember your login, please use the “Forgot Your Password” Link.

If you do not have an account, please contact your Audience Services Manager for support.

Login_callouts

Portal Home Screen

Portal Home_callouts

2. Search for a Request Type

Use the Search Bar to find the right request type, or use the categories in the left bar to navigate to the desired category and request type.

3. View your existing Requests

Click on the "Requests" button to see your active requests, or search for closed tickets.

The number in the blue bubble indicates the number of active (open) requests you are participating in.

4. View or Edit your Profile Preferences

Click on the Avatar in the top right corner to view or edit your profile preferences, including

Issue List View

Ticket List_callouts

5. Your Request

Once you selected the “Request” button on the top right next to your profile icon, you will see a list of all  requests you are involved with. The list defaults to “Open requests”, but you can filter by the other options listed below.

6. Issue Detail View & Features

Select the issue to view details, add comments, share with other’s in your organization,  and change issue status.

NOTE: Searching for Issues Migrated from previous Jira Version

If you had existing issues (Open or Closed) in the previous version of your Jira project, please note the following when searching for issues that were migrated, due to some changes in functionality.

  1. Watchers are now called Participants, and you can see any migrated issues where you were a watcher on by simply searching via the Requests dropdown, selecting the option with your "Company Name"

    or by selecting the Option "Where I am a participant":

  2. Request - Search Defaults: Note that the default settings for the Search are "Open requests" and "Created by me":

    Therefore, please make sure you are selecting the appropriate filter options (e.g. Closed requests, Created by anyone), should you not see your existing requests.

  3. Ticket # Order: Note that due to the migration process, tickets might not have migrated in sequence. Moving forward, all newly created tickets in the Service Portal will be numbered in the sequence created/

Issue List View - Request Filters

Create, Save & Share Request Filters

You can create your own filters for frequently access request queries. To create your own queries simply go to:

"Requests >> Request Filters"

Request_Filters

Build your Filter as desired from the options provided:

Saving your filter will bring the Save menu where you can select to share your filter with other users or your entire organization, as well as add it to the "Requests Dropdown" for easy access.

You can also export your issues from a filter using the Export icon in the top right.

 

Save_Filter
Favorite_Filter

Issue Detail View & Edit an Issue

Ticket Details_callouts

7. Comments

You can leave a comment on any issue by clicking into the comment bar. This will also bring up the option to attach files to the comment.

8. Ticket Activity

You can view the comment and ticket transition history in this section. The latest comment is marked for your convenience.

9. Share

Share a comment with other Service Portal users in your organization.

NOTE: This feature replaces the “Watcher” feature in the previous interface.

10. Change Status / Transition an Issue

You can change the Ticket Status in this section: Here are the ticket- and transition status types available:

11. View Participants

View who is participating on the issue.

Create a Request Screen

Create Ticket_callouts

12. Select the desired Request Type

Select the Request Type to bring up the Request Form

13. Summary

Please give your request a descriptive name so you can easily find and identify the request.

Good practice is to include the brand abbreviation, a descriptive summary, or another indicator that lets you easily search for or distinct one request from another.

14. Priority

Please select the priority for your request. Please indicate due dates as applicable and where appropriate, using date fields where available, or add a date into the ticket description field, instead of using priorities to indicate urgency.

The Omeda support team will be able to support you more effectively having a due date rather than priority, so please keep tickets in normal priority unless it is an emergency or urgent request with a faster than normal turn-around time.

NOTE: Priority “Critical Path” or "Escalate" is reserved for system outages/service interruptions, and emergency Email Support. For requests requiring prioritization, please assign a due date were applicable, select Priority "High".

15. Description and other Ticket-Type based Fields

Each request type will have a "Description" field to explain your request in more details. Please provide us many details as possible so we can assist you quickly with the right information at hand.

Some ticket types also have additional fields, e.g. Deployment ID, Due Dates, Links to Queries, etc., depending on the request types.

Some fields are optional, others are required, depending on the type of request you are submitting.

16. Attachments

You may attach screenshots, files or other documents that are required to solve your request.

Attachment Size Limits:

The maximum attachment size is 20MB. Please break down larger files into individual files if necessary.

17. Submit Your Ticket

Select "Create" to submit your ticket.

Manage Your Profile

Profile_callouts

18. My Requests

Select the Request Type to bring up the Request Form.

19. Profile Menu

Click the Avatar to show the Profile menu.

20. My Profile

Select to view/edit your profile.

21. Log Out

Log out of the Customer Portal.

Your Profile Page

Profile Detail_callouts

22. Your Login ID

This is your login ID used to access your Omeda Support Portal account

23. Edit Your Profile

Click this link to edit your profile settings, including name, profile photo, notification Email address & timezone.

24. Change Password

Change your password using this link.

Edit Your Profile

Profile Edit_callouts

25. Change your Profile Picture

You can add or change your profile picture.

26. Edit Your Display Name

You can edit the name that will be visible to others in the Omeda Service Desk, including your organization's users and the Omeda team.

27. Update Notification Email

Update the Email Address for your Customer Portal notifications. Please note that this email will also be used to send reset password requests should you need to reset your password from the login screen.

28. Language Preference

Set your Language preference. The default is English (United States).

29. Time zone Preference

Set your time zone preference. The default is (GMT-06:00) Chicago.

30. Save Preference

Save your preferences before exiting the page.

Do you have additional Questions?

Additional Question about the Omeda Customer Support Portal? Contact your Audience Manager, or email clientsuccess@omeda.com.

 

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