13.1.2.1. Using Ticket System

Enterprise Cloud 2.0 provides a Ticket System in the event that Customers can use for their questions and any unknown issue linking them directly to our Contact Center. Please feel free to contact us though issuing Tickets, in case you require any assistance for service related issues or questions.

Note

The information on “FAQ” and “Known Issues”, which lists common Customers questions, are provided at both “FAQ” and “Known Issues” pages upon “Knowledge Center”. Please visit our “Knowledge Center” to verify both pages before issuing a ticket to assure the answer has not already been given in these sections.

FAQ : Please refer to https://ecl.ntt.com/en/faq/ . Known-Issues: Please refer to https://ecl.ntt.com/en/known-issues/ .

In addition, we will guide you how to deal with errors on operation on portal screen in each network, server, storage menu on the following page. Please check also here.

About error messages and corrective action:https://ecl.ntt.com/en/documents/tutorials/error-messages/

Note

For a support range, pleae refer to the following service description: https://ecl.ntt.com/en/documents/service-descriptions/

Issuing Tickets via our Ticket System

After you log in to Enterprise Cloud 2.0 Portal, click "Support" at the upper navigation then "Ticket inquiry".

ECL2.0 ポータル

Note

If you utilize service indirectly through our Partners, you may NOT be able to contact us by using a Ticket System. For such scenarios, you should directly contact the relevant Partner.

Click [ Service Desk ], then [Create Ticket] on the below screen.

チケットシステム

When creating a ticket, first select a category. When creating a ticket related to this service, select the category written as “Data Center” or “Enterprise Cloud 2.0”. (The name is the name of the contracting corporation.)

カテゴリ

Note

If “Enterprise Cloud 2.0 General” is NOT displayed at the category, the signing-in user has not been given the permission (right) of Ticket Creation correctly. For the procedure on how to give the permission of Ticket Issuing, please refer to About the Assigning a Ticket Issuing Permission to the User.

Note

If you have purchased Enterprise Cloud 2.0 through NTT Com’s affiliate, multiple support options may display at the screen as pictured below. In this case, please choose as contracted by your company.


Basic plan


Customers using the basic plan can select the following tickets:


Ticket type

Description

General Inquiry

Inquiries about usage

Incident Submission

Inquiries when the service is no longer available for the customer

カテゴリ

Advanced plan


Customers using the Advanced Plan can select the following tickets:


Ticket type

Description

General Inquiry

Inquiries about usage

Incident Submission

Inquiries when the service is no longer available for the customer

Callback Request (General Inquiry)

Request phone inquiries about usage (callback method)

Callback Request (Incident Submission)

Request for telephone inquiries (callback method) when the service is not available for the customer

カテゴリ

Premium plan


Customers using the premium plan can select the following tickets:


Ticket type

Description

Premium Plan (General Inquiry)

Inquiries about how to use (*Accept at the special window)

Premium Plan (Incident Submission)

Inquiries when the service is no longer available to the customer, such as a malfunction (*Accept at the special window)

General Inquiry

Inquiries about usage

Incident Submission

Inquiries when the service is no longer available for the customer

カテゴリ

Note

Please note that if you do not select Premium Plan, it will be handled at a general counter rather than a special counter.


Once you selected the category, the edit field is displayed as below. Then, input the details as below.

Note

Depending on the information entered in the input form, a FAQ related to your inquiry will be displayed on the right side of the screen.

カテゴリ

Below are the Items required for entry to issue Tickets.

Contents

You need to enter the overview of your inquiries.

Service Menu

Select a specific Service Name ( a Baremetal Server and a Virtual Server ) related to your inquiry.

Tenant ID

Input your Tenant ID, with fully viewing the Portal screen.

Time and Date when the Incident has occurred, Behavior History, and Current Situation

Only if any unknown-issue has occurred, please input this field.

Details

Please input the details on your inquiry.

Files Upload

If you would like to upload any screenshot and any log file, you can attach them to the Ticket. (these often can expedite the solution)

Note

Once changing a pull-down of the Service menu in the middle of a Ticket creation, any content described in [ Details ] will clean up.

Note

NTTCom define information need to be described at ticket creation. Please refer to Information to be mentioned on the ticket for more details.

Note

Menus tables on ECL2.0 (Smart Data Platform) portal are re-arranged on May 25th 2021 while menu tables on Ticket System remain same. Please refer to the following Menu Comparison table when creating a ticket: https://ecl.ntt.com/en/wp-content/uploads/2021/04/Menu_Comparison.pdf


After inputting the required items to the Ticket, add both information of Contract Number of this Service & the User Account of this Service as below, then click “Create Ticket” to issue & create it.

チケットトップ

How to Check Tickets

You can verify the issued Ticket, by choosing “Service Desk” then “Overview” to be displayed. as follows.

チケットトップ

Replying to the Ticket.

Once the feedback to your issuing Ticket has been sent from the NTT Com’s Support Desk, the notification of sending this feedback will be delivered to your specified email address.
You can view the comment from the ticket support logs, by accessing the tickets by viewing the tickets.
If you resend the comment to the Ticket, please “update” the additional information into “New Comments” as follows.
チケットトップ