Owlytica Help and Support

Learn Owlytica

Get Owlytica Help and Support by finding out more about Owlytica’s features and functions. Learn how to use Owlytica effectively, or why it can help save you time and money on your maintenance and support.

Open tickets, plan for asset end-of-life and manage your contracts all from one place. Watch our videos to get started. If you need further help and support please don’t hesitate to get in touch.

Watch Our Introduction to Owlytica

Owlytica 101: 

A Quick Start Guide to managing your data center assets, contracts and quotes.

Welcome to Owlytica!

Watch our video, or read below for more information about using the different areas of Owlytica.

Home page

The top bar shows the amount of assets uploaded, the asset’s locations, and assets expiring in 90 or 180 days, as well as the potential savings you could make using our platform.

Asset planning by budget, and a list of assets approaching EOL (end of life) is available.

There are three main ways to open a support ticket: one of which is the blue button in the top left.

Assets page

This is where most people will work, and most people find the most helpful tools on this page.

You’ll find a table with a lot of information and customizable options. Re-order your columns so you can put your most important information first. Also apply filters to display only the information you need.

Highlight an asset not under support and hit “Get a quote.” The most common option is third-party support. You can write to request your length of contract or what type of service-level agreement you’re looking for. When requesting a quote, it’s saved in your quotes tab. Highlight an asset and hit “request support” to start the process!

Create plans for your assets and add labels to your assets, as well.

We automatically add assets under management from Reliant Technology, but you can also bulk upload assets, or upload them one at a time with “Quick Upload.” Export your assets to send to someone else off the platform.

Contracts Page

Much like the assets tab, you can manage your contracts in the same way. You can get your dates of coverage, sales rep contact information, and the table shows you days left on contract, expiration date, total price, and assets active on that contract. It also shows which contracts are linked to assets and quotes.

Clicking on a quote takes you to the...

Quotes Page

Which shows you the quote expirations, their status – whether they are active or converted. Clicking into the quote provides you will all the quote information.

Reports Page

Once you build a report it stays in the reports page. You can build a report for anything – sales quotes, assets, EOL dates… Simply drag the columns into place to create your own reports.

Give the report a name and click “save” to keep it.

Drop down menu

In the top right there is a down-arrow next to your avatar and name, which is the third way to open a support ticket, which is accessible from every page.

Support Ticket Log

You can use the support ticket log to look at the support tickets you’ve had over time, which can be useful for seeing which assets are causing the most issues or to analyze your assets over time.

Adding Team Members

Use the “add team members” option to add colleagues to your team so they can see the same information that you do.

Adding Locations

These are the physical locations where your assets are located – such as data centers, offices.

Notifications

Your email notifications are shared across a team, so check with all team members before turning notifications on and off. You can mute notifications using your inbox filters (in GMail, Outlook, etc. …) if it becomes an issue.

We suggest “support expiring”, “asset planning”, sales “quote activated” notifications and “ticket created” notifications to start with.

Opening a support ticket

There are multiple ways to open support tickets.

The first way is to hit the blue “Open New Support Case” button in the top right of the home page, or, on mobile it’ll be at the top.

The second way is by going to the Assets page, select whichever asset you are having issues with and click “Request Support” at the top of the table. You can only select one asset at a time for support.

The third way is to select the drop-down menu next to your name and avatar at the top of the page, and selecting “Support Cases.” This will also show you your previously open and closed support cases to review what issues have happened in the past.


Once inside the support section, you need to provide details of the asset, a summary of the issue that’s affecting that asset, and then a longer description such as error messages or helpful information to the engineer, whether it’s a hardware or software issue, and other information about the issue.

New Users

Adding a user into the platform, set up permissions and set up email notifications

Adding a user

From the drop-down menu in the top right next to your avatar, you open the Team page. Add the team member’s email into the “E-mail address” box and hit “Invite.”

Managing Permissions

Owners are set with the tick or cross – owners have edit access to assets and users.

Email notifications

Email notifications are set from the same menu. We suggest “support expiring”, “asset planning”, sales “quote activated” notifications and “ticket created” notifications to start with.

Your email notifications are shared across a team, so check with all team members before turning notifications on and off. You can mute notifications using your inbox filters (in Gmail, Outlook, etc. …) if it becomes an issue.

Add Asset

How to add an asset: Adding Individual Assets

Guide

  • Click on the assets page, and hit the “Quick Add Asset” button.
  • Type in the model name (most common model names are already in the system)
  • If you add an asset and the model doesn’t appear you can hit the “add model” button
  • Add serial number
  • You can also add an individual asset name, which many users keep similar to the model name, but you can customize this depending on your system
  • Choose the owner (you will need to add an owner to the account before assigning them on this list). Owners will be able to edit the Assets.
  • Labels allow you to categorize your assets, there will be a drop-down of previous ones, or you can type your new one in.
  • Location: pick the physical location of the asset. You will need to add a location from the locations page before choosing one from this list.
  • Asset pricing: choose from “Lease” or “Purchase” radio-buttons and enter the price you pay into the price box, along with the date.
  • Save, where it will take you to the asset page, where you can add plans or custom fields.

Opening a Support Ticket 
for Assets

Guide

Inside the assets tab on the left-hand side of the screen, click on the tick-box for the asset that’s giving you trouble and click “Request Support.”

Then fill in the form with the description of what the issue is, error codes, hardware and software issues, severity of the problem and who will be on-site to help, along with contact details.

You will get a link to the ticket and a chance to add additional information afterwards.

Bulk Uploading Assets


When you sign a support contract with Reliant, we upload all the assets on that contract into Owlytica, but there’s also the option to upload the assets not managed by Reliant into the portal, so you can plan your budgets and contract in one, centrally-located place.

From the assets page, hit the drop-down button next to “Quick Add Asset(s)” and select “Bulk Upload.” You can choose your best method of uploading the assets.

Requirements

You will need to select a (physical) location to register the assets, if there are a mix you can select “None” and assign a location later.

You then get the option to match the columns to the categories of data that Owlytica uses – meaning that you don’t have to format your files too much before uploading. All uploads must contain Serial Number, Model and Manufacturer. It is advisable to add “inventory type,” “asset name,” “purchase type,” “purchase date” and “vendor” columns as well if that data is relevant to your assets.

Dealing With Errors

Errors will be highlighted when uploading, if you get one you can fix it on the screen immediately, or use the filter button (three lines at the top of the table) to only import the valid options.

Custom Columns 

Customizing column display in the Assets Page


Not all the information in the assets page may be relevant to you – so we offer the opporuntity to customize your report.

Select the “column chooser” to see which columns you can use. You can reorder the columns by dragging, or enable or disable the columns by selecting the check-box. Hit apply to see the changes.

When you export to a CSV or Excel document, it will retain your changes.

Custom Fields

How to add custom fields to an asset in the assets tab


Go to the assets tab, click on the asset you want to add the custom build to. Each column is a vertical list with a “column name” (header) at the top.

At the bottom of thepage is a Custom Fields dialog box.

Once added, you will need to go to the column selector at the top of the table and add the column into your view.

Deleting Assets

There are two ways to delete assets. Firstly, go to the assets screen and select the tick-box next to the asset you wish to delete and hit the red “Delete” button at the top. You cannot delete assets that are assigned to contracts.

Alternatively, if you want to “Decomission” an asset and keep it in the list, you can click into the asset by selecting its name, editing the asset and changing the status to “Decomission.”

Owlytica: Save a Small Fortune with Third-Party Maintenance

Owlytica is our free tool that help customers find big savings on maintenance with less effort. Every company has opportunities to save on support. But too often the leg-work required to shop around for a deal just isn’t worth the hassle.

With Owlytica that problem is gone. Simply import your asset lists and uncover potential savings with multiple assets at the same time.