Processing a Service Ticket

Prerequisites

You have logged in to the Huawei Qiankun console and have the permission to manage service tickets.

Context

After a site reliability engineer (SRE) of Huawei Qiankun assigns service tickets to an MSP, the MSP has the permissions for processing all service tickets of managed tenants.

Procedure

1. Click Service Tickets in the menu bar. The My Service Tickets page is displayed.
2. Choose My Processing Service Tickets to view the service tickets to be processed.
   Figure 1 Service ticket list
   
3. Select a service ticket to be processed from the list. Click the service ticket name in the Issue Description column or click Handle. The service ticket processing page is displayed.
   Figure 2 Processing a service ticket
   

   On the service ticket processing page, you can view Issue Description and Status of a service ticket, and modify service ticket information.

   • Issue Description

     Description entered when the service ticket is submitted.

   • Status
     State of a service ticket. For details, see Table 1.

     Table 1 Service ticket states

     Service Ticket State	Description
     Processing	An MSP administrator has received a service ticket and is handling the issue.
     Pending feedback	An MSP administrator has sent a message to you and waits for a reply.
     Pending confirmation	An MSP administrator has handled the service ticket and waits for your confirmation and evaluation.
     Pending reply	You have sent a message and wait for a reply from an MSP administrator.
     Canceled	You have canceled a service ticket in dispatching state. Canceled service tickets do not need to be processed by MSP administrators.
     Closed	A service ticket has been closed. If you have any other problems, you need to create another service ticket.

   • Severity

     Service ticket severities are the grading standards defined by the operations personnel for differentiating service requests. Service tickets in different severities are expected to be resolved at different time. An MSP administrator does not have the permission to change the service ticket severity.

     Table 2 Service ticket severity

     Severity	Definition	Required Resolution Time
     Severity 1	Core production system unavailable	Must be resolved or escalated within 15 minutes
     Severity 2	Production system partially unavailable	Must be resolved or escalated within 30 minutes
     Severity 3	Production system exception	Must be resolved or escalated within 1 hour
     Severity 4	System exception	Must be resolved or escalated within 6 hours
     Severity 5	General guidance	Must be resolved or escalated within 12 hours

4. Further process the service ticket.
   • Forward: For a problem that cannot be solved or should not be handled by an MSP administrator, click Forward to transfer the service ticket back to the SRE.
   • Close: For a service ticket that has been processed, click Close and wait for the confirmation and feedback.
     

     If you report that a service ticket has been resolved, the service ticket is automatically closed.

     If you report that a service ticket is not resolved, the service ticket needs to be followed and resolved.