Purpose and location
Monitor services, alerts, security-relevant activity and support evidence.
Open Platform → Operations & Audit. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Platform changes can affect every tenant. Confirm a recent verified backup, an audit owner and a maintenance window whenever the operation can restart services or change entitlement.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Review active alerts by severity.
- Acknowledge only with an owner and note.
- Filter audit records by actor, IP and target.
- Create a redacted support bundle when required.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Service health
- Database, PBX, capture, storage and supporting service state.
- Alert severity
- Operational urgency and escalation target.
- Audit record
- Actor, source IP, action, target and redacted metadata.
- Diagnostic bundle
- Time-limited support evidence with customer consent.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Confirm every unhealthy service produces an actionable alert.
- Acknowledge a test alert with owner and note, then verify the audit record contains actor and source IP.
- Generate a redacted support bundle and inspect its manifest before granting one-time upload consent.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- Acknowledging an alert does not resolve its cause.
- Diagnostic bundles and remote-log grants must be time-limited, redacted and explicitly customer-authorized.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.