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:

  1. Visit the Apigee Support Portal Login Page.

  2. Enter your Support Portal username and password and click LOGIN. The Support Portal Home Page is displayed as follows:

  3. Click Open a New Case.
  4. 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.
  5. Click Continue.
  6. 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

  7. Click Continue.
  8. Enter or select the following details:
    • I need help with: Select the value that best suits the issue that you are observing.
    • 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

    Sample Case Details

  9. 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:

  1. Visit the Apigee Support Portal Login Page.
  2. Enter your Support Portal username and password and click LOGIN.
  3. Click View Cases.

  4. To filter the list of cases, use Search or the options from the View menu.
  5. Click the specific Case Number or Subject from the list on the Cases page to select it.

Updating Cases

To update a Support Case:

  1. Click the specific Case Number or Subject from the list on the Cases page in Support Portal to select it.
  2. If the case is open, you can add comments, upload file attachments, or edit case attributes.
  3. 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.

  4. 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:

  1. Go to the bottom of the specific Case page, click Attach File.

  2. Click Choose File to attach the file you would like to attach.
  3. Click Attach File for each file added.
  4. Repeat the above steps to attach multiple files.
  5. Once you have added all the files, click Done.

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.