Service Ticket

User Guide

Issue 01

Date 2019-07-08

HUAWEI TECHNOLOGIES CO., LTD.

Copyright © Huawei Technologies Co., Ltd. 2019. All rights reserved.No part of this document may be reproduced or transmitted in any form or by any means without prior writtenconsent of Huawei Technologies Co., Ltd. Trademarks and Permissions

and other Huawei trademarks are trademarks of Huawei Technologies Co., Ltd.All other trademarks and trade names mentioned in this document are the property of their respectiveholders. NoticeThe purchased products, services and features are stipulated by the contract made between Huawei and thecustomer. All or part of the products, services and features described in this document may not be within thepurchase scope or the usage scope. Unless otherwise specified in the contract, all statements, information,and recommendations in this document are provided "AS IS" without warranties, guarantees orrepresentations of any kind, either express or implied.

The information in this document is subject to change without notice. Every effort has been made in thepreparation of this document to ensure accuracy of the contents, but all statements, information, andrecommendations in this document do not constitute a warranty of any kind, express or implied.

Huawei Technologies Co., Ltd.Address: Huawei Industrial Base

Bantian, LonggangShenzhen 518129People's Republic of China

Website: http://www.huawei.com

Email: support@huawei.com

Contents

1 Configuring a Ticket Policy.........................................................................................................11.1 Overview........................................................................................................................................................................ 11.2 Creating a Ticket Permission Group...............................................................................................................................11.3 Adding the Ticket Permission.........................................................................................................................................31.4 Removing the Ticket Permission....................................................................................................................................4

2 Submitting a Service Ticket........................................................................................................ 6

Service TicketUser Guide Contents

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1 Configuring a Ticket Policy

1.1 OverviewWhen customers encounter any problems or need help when using our products, they cansubmit a service ticket to request customer service support.

l By default, the ticket policy is disabled and IAM users have the permission to submitservice tickets.

l When the ticket policy is enabled, IAM users do not have the permission to submitservice tickets by default. The enterprise administrator needs to create a permissiongroup and add the permission to submit service tickets. For details, see 1.2 and 1.3.

1.2 Creating a Ticket Permission Group

ScenarioThe enterprise administrator creates a user group that has the ticket permission.

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Prerequisites

Ticket Policy is enabled (when the option is highlighted).

Procedure

Step 1 Go to the IAM page. Click Create User Group in the upper right corner.

Step 2 The Create User Group page is displayed. Enter a user group name and its description, andclick OK.

Step 3 On the User Groups page that is displayed, view the name, description, and creation time ofthe user group just created, and click Modify.

Step 4 The Modify User Group page is displayed. Under User Group Permissions, select Globalfor Project Name and click Modify.

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Step 5 On the Modify Policy page that is displayed, search for and select Ticket Administratorunder Available Policies on the left, and click OK.

Step 6 Under User Group Permissions, check whether the policy is successfully configured.

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1.3 Adding the Ticket Permission

ScenarioThe enterprise administrator adds the ticket permission for IAM users.

Procedure

Step 1 Go to the User Groups page. Select a user group that already has the ticket permission andclick Modify.

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Step 2 The Modify User Group page is displayed. Under Group Members, click the drop-downbox.

Step 3 Select IAM users for whom you want to add the ticket permission and click OK.

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1.4 Removing the Ticket Permission

Scenario

The enterprise administrator removes the ticket permission from IAM users.

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Procedure

Step 1 Go to the User Groups page. Select a user group that already has the ticket permission andclick Modify.

Step 2 The Modify User Group page is displayed. Under Group Members, select users from whomyou want to remove the ticket permission and click Remove.

Step 3 Click OK.

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2 Submitting a Service Ticket

This section describes how to submit service tickets.

PrerequisitesYou have obtained the ticket permission.

Procedure

Step 1 Go to Service Tickets > My Service Tickets.

Step 2 In the left navigation bar, select Create Service Ticket.

NOTE

If the system displays a message indicating that you do not have the permission to create service tickets,contact the enterprise administrator to configure the permission for you. For details, see 1.2 and 1.3.

Step 3 Select the product for which you have a problem and click it.

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Step 4 Select a subtype and click Create Service Ticket.

Step 5 Set the region, problem description, confidential information, mobile number, calling time,and email address. Select I have read and agree to the Tenant Authorization Letter andPrivacy Statement, and click Submit.

The My Service Tickets page is displayed showing the service tickets that you havesubmitted.

NOTE

After the service ticket is created successfully, you can click the content under Problem in the row ofthis service ticket to view its details, and perform operations like reminding the customer service,leaving a message, canceling the service ticket, and closing the service ticket. After the service ticketprocess is complete, you can evaluate the service.

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