Creating and managing support cases

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If you are a Google Cloud Apigee customer and have any one of the following support plans, you can create and manage cases through Apigee Support Portal as well as post to the Apigee Community to seek additional community support.

Developer
Starter
Basic
Enterprise
Mission Critical

To be able to create or manage Google Cloud Apigee Support Cases, you will need to have access to Apigee Support Portal.

Users must have one of the following roles to create or modify support cases:

Overage Customer Portal Manager - Admin
Overage Customer Portal Manager - SU
Overage Customer Portal Manager - User

For more information, see Access to Support Portal.

Creating Cases

To create a new support case:

Visit the Apigee Support Portal Login Page.
Enter your Support Portal username and password and click LOGIN. The Support Portal Home Page is displayed as follows:
Click Open a New Case.
Select a Case Record Type from the menu based on the issue for which you need assistance from the Google Cloud Apigee Support team:
- Support Request: Choose this option if you:
  - Are seeing an issue such as an error, unexpected behaviour
  - Want to know how to configure a resource, or
  - Have a question about any feature with any of the Apigee Products
- Service Request: Choose this option if you need Apigee Support team's assistance to perform any of these Service requests.
Click Continue.
Enter or select the following details:
- Priority of Your Case: Select priority that best matches the impact of the issue described.
- Product: You may be using more than one Google Cloud Apigee Product. Choose the right Apigee Product in which you are observing a problem or you have a question about:
  - Apigee Hybrid
  - API Monitoring
  - API Sense
  - Connectors
  - Edge Cloud
  - Microgateway
  - Private Cloud
  - Security Reporting
- Component
- Subject: Describe the issue being observed or ask a question in a few words
Sample Case Details
Click Continue.
Enter or select the following details:
- I need help with: Select the value that best suits the issue that you are observing.
  
  Note:
  
  For information about the different types of issues and guidance on choosing the right value that best explains the issue for which you need Support team's assistance, see I need help with.
  
  This field contains information about the different types of issues that may be encountered with Apigee products or other requirements that you may have, such as Service requests and Query. Choose the value that best matches why you are reaching out to Apigee Support.
- Description: Include the following information:
  - Precise information about the problem being observed
  - Error message
  - Details about your product setup
  - Diagnostic logs and information
  - Steps to reproduce
Note: Refer to Support Case Best Practices for guidelines about the key information and artifacts that need to be provided along with examples.

Sample Case Details
Click Submit.

After you submit, you will be redirected to the Case page where you can comment on the case, upload file attachments, or modify case attributes. The Support team will respond to the case based on its priority and your Support plan entitlements.

Viewing Cases

To view existing support cases:

Visit the Apigee Support Portal Login Page.
Enter your Support Portal username and password and click LOGIN.
Click View Cases.
To filter the list of cases, use Search or the options from the View menu.
Click the specific Case Number or Subject from the list on the Cases page to select it.

Updating Cases

To update a Support Case:

Click the specific Case Number or Subject from the list on the Cases page in Support Portal to select it.
If the case is open, you can add comments, upload file attachments, or edit case attributes.
Note: If the case was closed less than 30 days ago, you can reopen it. Otherwise, to reactivate a closed case, you need to create a new support case.
Once the specific case page is open, click Add Comment to add the comments and respond back to any questions or information requested by the Apigee Support team.
Click Save after adding the comments.

Attach a file

Sometimes the Apigee Support team may ask you to share artifacts such as screenshots, tcpdumps, and component diagnostic logs which contain more information about the issue. You can do this by attaching a file or a Google doc.

To attach a file:

Go to the bottom of the specific Case page, click Attach File.
Click Choose File to attach the file you would like to attach.
Click Attach File for each file added.
Repeat the above steps to attach multiple files.
Once you have added all the files, click Done.
Note:
- Skipping these steps will result in your files not being correctly attached.
- The maximum size of each file that you can attach is 25 MB. If you want to attach files larger than 25 MB, then the Support team can provide you with a Google Drive link where you can add more files. If this is needed, you will need to request this in your communications with the team in the Support case.

Reference

Case Priority

When creating a support case, it's important to assign it the correct priority. As per the Apigee Support Specification, the case priority determines the initial response time for the case.

The following table defines support case priorities.

Priority	Impact	Example situations
P1	Critical	Business impact is critical (such as revenue loss or potential data integrity issue) with no workaround available. Your API Proxies are failing with errors or having latency issues in production organization/environment You are unable to access or manage your API Proxies Your production runtime infrastructure is non-responsive or is crashing
P2	Major	Visible end user impact with a temporary workaround available Services are available in a restricted fashion Your API Proxies are failing with errors or having latency issues in a non-production organization/environment
P3	Minor	The issue has no user-visible impact. You have questions about product features or usage that is not currently covered in our public docs
P4	No Impact	Enhancement request

I need help with

When creating a support case, select a value in I need help with that best describes the issue that is being observed by you, or that best describes the assistance required from the Apigee Support team. The following table describes the different types of issues and their meanings:

Issue	Description
Analytics Problem	You are having issues while viewing or accessing Apigee Analytics dashboards. For example: The Analytics dashboard is not displaying any data or you are getting an error while viewing the dashboard.
An error I'm seeing	An error encountered while using the Apigee product. For example: `5XX`, `4XX` errors observed for API requests
Apigee Support Portal Access	This is created using the Request a Support Portal Account page
Data Transfer Request	You need data associated with your org from Apigee datastore (Analytics/Cassandra)
Deployment Error	You are having issues while deploying your API Proxy and/or received an error message about partial deployment. For example: Error in deployment for environment prod. The revision is deployed, but traffic cannot flow. Received an unknown event with description `SYNC`.
Designing and Building my API Proxies	You need help in designing API Proxies or would like to know how to achieve a specific use case with API Proxies. For example: Need help in retrieving multiple values from a comma separated header list
DevPortal Problem	You are having issues with the Integrated Developer portal or the Drupal-based developer portal.
Feature Enhancement Request	The product is working as expected but does not fully support your use case and could be better supported with a new feature.
Installation / Migration Problem	You have encountered an issue during installation or migration of an Apigee product.
Latency Problem	Your API Proxies are experiencing an unexpected increase in latency that is not currently explained by available analytics.
Management / UI Problem	You are experiencing an issue that involves the Management API, Management server, or the UI.
Monetization Problem	You have encountered an issue with the Monetization feature.
Query	You have a question about a feature or policy which is not covered in the documentation or Apigee community.
Service Request	A service request is a situation where you may need assistance from the Support team to perform certain tasks. You can read more in our docs about Apigee Service Requests.

Case status

Once a Support Case is created, you can view the status of the case. The following table describes the various statuses and their meaning:

Status	Description
New	New case that is not yet assigned to a Support Engineer.
Assigned	The case has been assigned to a Support Engineer. You'll see a response from the Support Engineer within the response time mentioned in the priorities table.
Auto-Close	The case has been closed due to inactivity from you, while in Awaiting Customer Response. If you are still seeing the issue described you can either open this issue again, or create a new case with any new developments.
Awaiting Customer Response	We require further information from you before we can proceed.
Awaiting Customer Validation	We believe we have resolved this case and are seeking validation from you to ascertain that everything looks as expected at your end.
In Progress - Engineering	The issue reported in the case is being investigated by Product Engineers. Turnaround times vary, depending on the issue complexity and product component in question.
In Progress - Support	The issue reported in the case is currently being worked by a Support Engineer.
Resolved	This issue has been resolved, if you have similar issues please consider opening a new issue and reference this existing case if additional context is required.
Resolved as Duplicate	Multiple cases were reported for the same issue at or around the same time. Hence, this case has been resolved to prevent any duplication of work. The Support team is working on another case reported by you for the same issue.