Maya Developer Hub Service Desk or the ASKMAYADEV, is a ticketing tool streamlining the collaboration between Maya developers and external development partners. This tool serves as a channel for Maya to connect with you to:

• Address your product-related requests and questions.
• Offer technical assistance for non-production or sandbox matters and challenges.

Acquiring access to the ASKMAYADEV

Gaining access to ASKMAYADEV is a straightforward process, outlined in three (3) simple steps:

1. Share your valid and active email address with your Relationship Manager. This email address will be registered in ASKMAYADEV and will serve as the primary channel for receiving updates and notifications related to your tickets.

2. Once your email address is registered, you will receive an invitation email containing a link that will guide you to the account setup page.

   

3. Complete the provided form and submit it by clicking the Sign-up button.

   

Once your account is set up, you will be directed to the request form page, where you can choose from various options to address your concerns or create new tickets.

Creating a ticket

Here's a guide on how to create an ASKMAYADEV ticket:

1. Visit Maya Developer Hub Service Desk .

2. You will be directed to a login page where you should enter your registered email address. Once you've provided your email address, click Next.

   

3. You'll then be prompted to enter your account password. Input your configured password and click Continue to proceed.

   

4. After successfully logging in, you'll have access to a variety of options. Choose the one that best aligns with your objectives, whether it's addressing your inquiries or reporting an incident.

   Report an Incident

   Have you experienced timeouts or encountered unexpected errors while calling Maya's endpoint?

   
   

   If so, please use this category to report the incident. To aid in the investigation, we would greatly appreciate it if you could supply additional information, such as the specific error encountered and transaction details (including reference number, transaction type, date, and time).

   
   
   

   Raise a Product Inquiry

   Do you have inquiries regarding the solution or product's features and limitations that haven't been covered in the provided technical guides?

   
   

   If so, this is the ideal category for your needs. Please complete the form with preliminary details about your engagement or the solution you're considering. Additionally, sharing information about your customer journey can be valuable in helping us identify the most suitable solution for your specific use case.

   
   
   

   Report an Integration Problem

   Are you facing validation errors, such as issues with API keys, accounts, or payload validation?

   
   

   In such cases, this is the right ticket category to choose. Please ensure that you provide all the necessary details, such as the specific error encountered and transaction details (including reference number, transaction type, date, and time), to effectively address your concern.

   
   
   

   Create a new project/enhancement request

   Would you like to avail additional payment options or make updates to your nominated emails?

   
   

   Please submit your requests using this category, including details about the solution you are using and the specific changes you wish to implement in your existing setup in Maya.

   
   
   

5. Once you've selected the ticket type you wish to create, you'll be guided to a form page where you'll be required to furnish additional details about your inquiry or concern.

   

Additional Field

An additional field or text box will become available if you are creating a ticket within the following categories:

1. Report an incident
2. Report an integration problem

Field Name	Description
Incident Date	REQUIRED Indicate the date when the incident happened or when the transaction was performed.
Error Response Code	REQUIRED These are alphanumeric values received from the API responses, associated with the error encountered.
Error Response Description	REQUIRED This is the message containing the error description.
Transaction Identifier	REQUIRED The unique identifier of the transaction (i.e. id, paymentId, reference number, etc.)
Replication Steps	OPTIONAL You can document the steps or actions you performed when the error was encountered.

Monitoring your tickets

ASKMAYADEV uses your registered email to send notifications when creating and updating your tickets.

Here is a sample email notification after creating the ASKMAYADEV ticket successfully.

When there are updates or your contact person in Maya adds comments or replies to your tickets, ASKMAYADEV sends you an email notification that would look like this.

Monitor using the built-in dashboard

You can also go to Maya Developer Hub Service Desk and view your tickets via your dashboard.

1. Click the Requests button at the top left corner of the page.

   

2. Upon clicking the button, a drop-down menu will appear. Choose either of the options:

   1. Created by me: Displays all of the tickets you created.
   2. All: Displays all of the tickets created under the same organization.
      Consider a scenario where both you and your teammates have ASKMAYADEV access and are part of the same group or organization. In such cases, you can also monitor and review the status of their tickets.
   

Replying to tickets

In most cases, you need to reply via the ticket itself to provide additional information or clarification as asked by your contact support regarding the topic or concern.

To reply, visit the ticket you created using the redirect link from an email or via your dashboard in ASKMAYADEV. Then add your reply to the available text box.

NOTES

In a rapidly evolving development environment, many of us opt for direct communication to ensure swift responses to inquiries and support requests. However, this approach may not be sustainable and can lead to inaccuracies or disorganized information exchanges. ASKMAYADEV encourages the systematic documentation of your concerns and offers tools to facilitate monitoring for each raised issue.