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Information to be mentioned on the ticket

Here we explain what information needed for each services' ticket so we can investigate and solve customer's problem as soon as possible.

Note

Please click each service name. NOTE: Please create ticket with detail information if you issue ticket for some services which are not listed below.

General

  • Tenant ID

  • Time and date that the incident occurred

  • Was it operating correctly before this incident?

  • Is the incident still occurring?

  • Urgency


API

If a problem arose with API, please include the following details:

  • whether or not you could connect to the API Endpoint which was used when the problem occurred

  • -any error logs and/or error codes relating to the API problem


Enterprise Cloud CLI

If a problem arose with using Enterprise Cloud CLI, please refer to the following details:

  • if you put --debug option in the command, you could get more detailed log when the command runs

  • [Example Entry: Get list of instance]

  • ecl --debug compute server list

Please attach the detailed log when you create the ticket


Common Function

Management Function

  • Please attach a screenshot of the problematic display so that we can confirm it

  • Please include details of which account was used when the problem occurred

Common Function Gateways

  • gateway name and ID

  • common function pool name name ID

  • Any error messages that occurred and the status of the Common Function Gateway


Server

Baremetal Server

  • the server name and ID

  • Image Name

  • any error messages that occurred


For problems with a remote console access server please include the following details:

  • whether similar problems have occurred with your other bare metal servers
    NOTE: if possible please check whether this occurs with the baremetal servers of a different tenant

  • please supply any other information relevant to the connection to the server i.e. whether you are connecting via the Internet or a VPN, whether you are using a proxy or not etc

  • the browser name and version


Apart from the above, please include the following details: - what did you see when the problem occurred and a detailed account of the problem


Virtual Server

  • instance name and id

  • volume name and id

  • instance boot source (image name/snapshot name/volume name)

  • any error messages that occurred


For problems with a console access, please include the following details:

  • Whether similar problems have occurred with your other virtual server instances
    If possible, please check whether this occurs with the virtual servers of a different tenant

  • please supply any other information relevant to the connection to the server i.e. whether you are connecting via the Internet or a VPN, whether you are using a proxy or not etc

  • the browser name and version


For problems with a snapshot please include the following details:

  • the date and time that the instance was shut down

  • the date and time that the snapshort was created

  • Any error messages that occurred and the status of the Common Function Gateway


Image Storage

  • Image Name

  • please supply any other information relevant to the connection to the server i.e. whether you are connecting via the Internet or a VPN, whether you are using a proxy or not etc

  • any error messages that occurred


Storage

BlockStorage and FileStorage

  • gateway name and ID

  • any error messages that occurred


Network

Logical Network

please make clear from which device to what device the issue with connectivity occurs

[Example Entry]
Your PC -> (the Internet) -> InternetGW (.1) -> Internet Segment (222.222.222.0/28) -> (.14) Firewall (.1) -> Server Segment (192.168.0.0/24) -> (.2 ) VM

Internet Connectivity

  • gateway name and ID

  • the ID of the internet gateway

  • Any error messages that occurred and the status of the Common Function Gateway


Firewall and Loadbalancer

  • gateway name and ID

  • Any error messages that occurred and the status of the Common Function Gateway


Colocation Inter-Connectivity(CIC)

  • the mCIC name and mCIC ID

  • Any error messages that occurred and the status of the Common Function Gateway


Enterprise Cloud Inter-Connectivity(EIC)

  • the mEIC name and mEIC ID

  • Any error messages that occurred and the status of the Common Function Gateway

  • your ECL1.0 contract number e.g. C******* or N******* number


VPN Connectivity

  • gateway name and ID

  • Any error messages that occurred and the status of the Common Function Gateway


Remote DC (Data Center) Inter-Connectivity

  • the W Number and the G Number

  • Any error messages that occurred and the status of the Common Function Gateway


Middleware

SAPHANA

  • the baremetal server name and ID

  • Any error messages that occurred and the status of the Common Function Gateway


Management

Monitoring

For problems with portal display on the portal please include the following details:

  • Please attach to this ticket screenshots that allow us to confirm the problem

  • Please include details of which account was used when the problem occurred