Create a ticket on ITSS…

When opening a ticket on ITSS you have two options:

1. Request Service

Use the "Request Service" option to request a new service to Avaya Learning or a modification to

an existing service (for example: request access to an application, modify your profile in an

application...) or if you need a password to be reset.

2. Report an Incident

Use the "Report an Incident" option to report an incident to the Avaya Learning Helpdesk. (for

example: if you can no longer access a service)

To Request Service, do the following:

1. Login to ITSS – http://itss.avaya.com

2. On the home page, click on Request Service (Either click on Request Service from the left-hand

menu items or click on the Request Service icon)

3. Choose 05. Applications Supporting Services

4. Choose Avaya Learning

5. Choose one of the Avaya Learning categories your request is related to

6. Each Catalog Item (Request) has its own set of questions and required information that the

Avaya Learning Support Center will need to process the ticket and fulfill your request.

Please, be as specific as possible, enter all the information required and any other information

you think is relevant.

7. Click on Add to cart at the bottom of the page

NOTE: you will be redirected to the Service Catalog Entries

8. Click on the Shopping Cart icon to Proceed with checkout

9. Click on Submit Request

10. Enter the required information and > click on Submit

11. You will receive a notification that your request has been submitted and you will receive your

ticket number

To Report an Incident, do the following:

1. Login to ITSS – http://itss.avaya.com

2. On the home page, click on Report an Incident (Either click on Report an Incident from the left-

hand menu items or click on the Report an Incident icon)

3. From the “What is the impacted Service Family” drop-down list > choose Corporate Applications

(systems you access through the network like SAP or Ariba)

4. From the “What is the impacted Service” drop-down list > choose AVAYA LEARNING-SERVICE

5. Provide a Title (brief description summarizing the incident) and a Description (a more detailed

description, such as a course code, course name, course location, order number and further

details).

NOTE: You may visit the Knowledge Base to search for solutions, how to’s, user guides and

FAQs. Click on the Search our Knowledge Base button next to the Title field.

6. You may attach files to your description by clicking on Add Files…

You may attach e-mail messages, IM conversations, screenshots or other information that may

facilitate the work of the Support Desk and speed up your issue solving process.

7. Click on Submit

8. You will be redirected to the main screen and you will receive your Interaction number (ticket

number)

Contact the Avaya Learning Support Center by phone…

Speak to an agent in your preferred language using the language specific telephone numbers below

Our availability in Your region’s business hours ...

Theater Country Contact Number Language

Europe, Middle East & Africa

Belgium/ Netherlands +31 30 609 7871

English, Spanish, German

Dubai +971 44048120

France +33 1 40 94 78 67

Germany +49 69 7505 6364

Hungary +36 1 238 8323

Italy +39 02 26 293 214

Russia +7 495 363 6892

South Africa +27 11 700 4640

Spain/ Portugal

+34 91 387 6308

Ireland +35391733600

United Kingdom +441483309600

North America United States/ Canada + 1 866 282 9254 English, Spanish

Asia Pacific

Japan +81-3-5575-8735

English

Greater China +86-21-6120-6970

Australia/New Zealand +61 29 352 9062

Korea +61 29 352 9062

ASEAN +61 29 352 9062

India +61 29 352 9062

CALA

Argentina + 54 11 4118 4330

English, Spanish Brazil + 55 11 5185 6361

Mexico + 52 55 52787634

Language

Hours of Live Phone Support (Monday To Friday)

US Eastern Time (ET) Central European Time (CET) Singapore Time (SGT)

English 0:00 AM - 12:00 PM 0:00 AM - 12:00 PM 6:00 AM - 12:00 AM

Español (Spanish) 4:00 AM - 6:00 PM 10:00 AM - 12:00 PM 4:00 PM - 6:00 AM

Deutsch (German) 3:00 AM -12:00 AM 9:00 AM – 6:00 PM 3:00 PM – 12:00 PM