Help Center/ Cloud Operations Center/ User Guide/ Faults/ Issue Ticket Management/ Creating Issue Tickets
Updated on 2025-08-08 GMT+08:00
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Creating Issue Tickets

Scenarios

If you find any defects or poor performance in the software products, you can create an issue ticket to trace the issue.

To set notifications for issue tickets, you need to configure notification rules on the notification management page. For details, see Managing Notifications. Set notification type to issue notification.

Prerequisites

You have created an application by referring to Application Management.

Creating an Issue Ticket

  1. Log in to COC.
  2. In the navigation pane on the left, choose Fault Management > Issues.
  3. Click Create Issue Ticket in the upper right corner.
  4. Configure related parameters on the displayed page.

    Table 1 Parameter description

    Parameter

    Description

    Issue Title

    Customize the issue title.

    Issue Description

    Description of the issue symptoms and impacts on the live network.

    Attachment

    Click Add File to upload issue-related attachments.

    A maximum of 10 files can be uploaded. The supported file types are JPG, PNG, DOCX, TXT, and PDF. The size of a single file cannot exceed 10 MB.

    Region

    (Optional) The default value is N/A. Select the region where the incident occurs from the drop-down list. Multiple regions can be selected.

    Enterprise Project

    Select an enterprise project from the drop-down list.

    Issue Source

    (Optional) The options are incident, alarms, WarRoom, and Proactive O&M discovery.

    Select the source of the issue. If you select incident, alarms, or WarRoom, you need to associate the corresponding service ticket.

    Source Ticket No.

    This parameter needs to be set only when you select incident, alarms, or WarRoom.

    Click Associated Ticket No. and select the corresponding ticket.

    Occurrence Time

    (Optional) Enter the time when the issue occurs.

    Issue Application

    Select the issue application from the drop-down list.

    Issue Level

    The value can be Critical, Major, Minor, or Prompts.

    • Critical: The system or application breaks down, stops, or suspends, causing data loss. Main functions are unavailable, or the module or related modules are abnormal.
    • Major: Some main functions of the system are unavailable, data cannot be saved, and secondary functions of the system are unavailable. The fault is limited to the module. As a result, the module functions are invalid or the module exits abnormally.
    • Minor: Secondary functions are not completely implemented but are not affected, for example, the prompt information is inaccurate, the user interface is poor, the operation time is long, and some module functions are invalid.
    • Prompts: Minor software defects that cause inconvenience or trouble to operators but do not affect the operation and execution of functions.

    Type of Issue

    Select the issue type from the drop-down list.

    Owner
    Select Shift or Individual.
    • Shift: Select a scenario and role from the drop-down lists based on the configured values. For details about how to configure a shift, see Shift Schedule Management.
    • Individual: Select an owner. For details about how to configure an owner, see O&M Engineer Management.

  5. Click OK.

    After the issue ticket is created, the status is Not accepted.

Parent Topic: Issue Ticket Management