Creating a Service Ticket

Procedure

1. Log in to the console, click your account in the upper right corner, and choose Service Tickets > My Service Tickets.
2. Create a service ticket.

   Click Create, and enter related information. Table 1 describes the parameters.

   Figure 1 Creating a service ticket
   

   Table 1 Parameters for creating a service ticket

   Parameter	Description
   Service	Service for which a service ticket is to be submitted. If the desired service is not found in the service list, contact Huawei Qiankun engineers at sa@huawei.com.
   Issue Type	Type of the issue you want to report in the service ticket.
   Issue Description	Issue description in text or images. For example, you can describe the abnormal device status or exceptions occurring during yours operations. Do not enter your confidential information such as your username, password, and bank account.
   File Upload	You can upload a maximum of five local files for supplementary description. Only files in JPG, JPEG, BMP, GIF, TXT, and PNG formats are supported.
   Contact Method	By default, In-ticket messages is used to track service ticket processing. You can also select Phone or Email, or both of them. If you select Phone, you can set Contact Time to a specified period of time.

3. View service ticket details.

   The My Service Tickets page consists of three major parts: service ticket overview, service ticket search, and service ticket list.

   Figure 2 My Service Tickets page
   
   • Service ticket overview

     Click All, Dispatching, Processing, or Pending Confirmation in the upper part of the page to filter the service tickets in the respective states.

   • Service ticket search
     • Search by keyword: Enter a keyword, and click or press Enter.
     • Advanced search: Click Advanced Search, select search criteria, and click Search.

       The search criteria change according to your selection in the service ticket overview area, as described in Table 2. Table 3 describes the service ticket states.

       Table 2 Search criteria

       Selection in the Service Ticket Overview Area	Search Criteria
       All	Service, service ticket state, and submission time
       Dispatching, Processing, or Pending Confirmation	Service and submission time

       Table 3 Service ticket states

       Service Ticket State	Description
       Dispatching	The system is dispatching a service ticket to a Huawei Qiankun engineer.
       Processing	A Huawei Qiankun engineer has received a service ticket and is handling the issue.
       Pending Confirmation	A Huawei Qiankun engineer has handled the service ticket and waits for your confirmation and evaluation.
       Canceled	You have canceled a service ticket in dispatching state. Canceled service tickets do not need to be processed by Huawei Qiankun engineers.
       Closed	A service ticket has been closed. If you have any other problems, you need to create another service ticket.

   • Service ticket list

     The list records service ticket information such as the service, issue type, No., time, and state. You can perform various operations on service tickets, as described in Table 4.

     Table 4 Operations that can be performed on service tickets

     Operation	Description
     Send a reminder	Click Send Reminder in the Operation column. When receiving your reminder, the corresponding Huawei Qiankun engineer will process the service ticket as soon as possible.
     Cancel	For a service ticket in dispatching state, you can click Cancel in the Operation column to cancel it.
     Leave messages	On the message leaving page, you can directly communicate with Huawei Qiankun engineers via messages or images. You can also recall a message and edit it again within two minutes after the message is sent. On the message leaving page, you can send a reminder, and cancel or close the service ticket. On the message leaving page, you can view service ticket processing logs about the create, process, close, and other operations.
     Review	Give your review and rating after the engineer completes processing your service ticket.
     Delete	For a service ticket in canceled or closed state, you can click Delete in the Operation column to delete it. CAUTION: Exercise caution when performing this operation because a service ticket cannot be restored after being restored.
     Export	Click Export, read the message in the displayed dialog box, and click OK. NOTE: The exported Excel file contains the issue type, service name, service ticket state, and phone number or email address. Keep the file safe as it involves personal data.

   • Service ticket authorization

     When Huawei Qiankun engineers process service tickets, they may require some information from you for fault locating. To obtain such information, Huawei Qiankun engineers must obtain formal authorization from you. Authorization information includes:

     • Confidential information, such as usernames and passwords for logging in to devices
     • Statement of commitment, which needs to be signed by you
     

     Carefully check the authorization information to be provided. If you have any questions, contact Huawei Qiankun engineers by leaving messages.

     You can process authorization requests using either of the following methods:

     • In the chat window, click Authorize as prompted. For details, see Table 5.
       Figure 3 Service ticket authorization
       

       Table 5 Operations related to service ticket authorization

       Operation	Description
       Reply	For confidential information, provide it in the text box. For statement of commitment, read it carefully. No reply is required.
       Set an authorization period	When the authorization period expires, the system automatically clears the authorized information, and Huawei Qiankun engineers can no longer view the information. In this case, you are advised to modify the authorized information right away.
       Sign the Customer Agreement	Read and sign the Customer Agreement before authorizing the required information.
       Accept or reject the authorization request	To accept the authorization request, click Authorize. To reject the authorization request, click Reject. NOTE: To cancel the authorization, click Cancel Authorization.

     • On the Service Tickets page, choose My Authorizations from the navigation tree. Select the target service ticket, click Authorize in the Operation column, and perform operations by referring to Table 5.
       Figure 4 My Authorizations page
       

       You can view historical authorization records on the My Authorizations page.