Opening a Support Request

Access the Customer Support Portal at the following URL:

https://iccp.custhelp.com

When raising a ticket, it must be “technical ticket” and should be logged under “Oracle Hospitality Integration Cloud Service – OHIP.”

When contacting Customer Support, please provide the following:

• Product version and program/module name

• Functional and technical description of the problem (include business impact)

• Detailed step-by-step instructions to re-create

• Exact error message received

• Screenshots of each step you take

Partners and customers will see the following prompts when logging a support request:

• Enter the Production URL.

• Enter the Production API Call Gateway.

• Enter the Production End Point URL.

• Enter the Production OPERA Instance URL.

• Enter the Chain.

• Enter the Property.

• Enter the User.

If the request relates to an API call, also include the following:

• The CURL format request to and response from the Oracle Hospitality APIs (not a third-party system).

• This must include the X-REQUEST-ID response header.

If the request relates to the Streaming API, also include the following:

• Confirm whether the environment card shows “Streaming Enabled.”

• Enter the applicationId. This can be found by going to the OHIP Developer Portal, opening the application that is being used for the streaming API, and copying the last part of the URL, which is a number.

• Confirm that changes are occurring in the environment to which Business Events are subscribed.

• Enter the client being used to access the Streaming API:

  • Postman

  • GraphiQL

  • Oracle sample NodeJS client

  • Your own code

• Enter the error messages (if any) that are being received.