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 raising a support ticket, the SR should be submitted by the owner of the application integrated with OHIP that is experiencing a problem. Likewise, if the problem occurs during backend configuration (for example, when making a change in OPERA Cloud, OPERA Cloud Distribution, OPI Cloud, or Nor1), the party performing the configuration should raise the SR.

Below are a few examples for further clarification:

Example 1:

A vendor application encounters a problem when calling an OHIP API or consuming event streams. In this case, the vendor should raise the SR as only the vendor can provide the necessary details and communicate directly with support if needed.

Example 2:

A customer-developed internal application is facing a problem when calling an OHIP API or consuming event streams. Here, the customer should raise the SR as only the customer can provide the required details and engage with support if needed.

Example 3:

A customer encounters a problem while configuring an external system or business event in OPERA Cloud. Regardless of whether the configuration is needed for a customer-developed internal application or vendor application, the customer must raise the SR as the issue involves OPERA Cloud, which only the customer can access.

Note:

General usage questions or "how-to" requests should not result in an SR. These requests must be directed to the __ community forum for general help, directed to our professional services team for APIs, or for architecture related questions, directed to our consulting services for OPERA Cloud configuration support.

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.