Introduction to service requests

You're viewing Apigee and Apigee hybrid documentation.
View Apigee Edge documentation.

Service requests are a type of support requested by Apigee users for assistance required from Apigee Support on non-incident related tasks. In Apigee, the non-incident related tasks include creating or deleting organizations and environments, managing the capacity of the infrastructure, managing portal users, configuring resources, etc.

In Apigee, many of these non-incident related tasks are self-serviceable. Apigee users should be able to perform many of the tasks if they have the appropriate permissions. However, assistance may be required from Google Cloud support to perform certain tasks, which are not yet self-serviceable.

In Apigee hybrid, all tasks are self-serviceable, except for the initial entitlement request.

This document describes which service request tasks are self-serviceable in Apigee and hybrid, and how you can perform them, and which service request tasks require you to create a new support case with Google Cloud support.

Service requests are classified into the following categories based on the type of request:

Portal user management requests

Add users to or remove users from Support Portal.

Entitlement requests

Get the entitlement to create paid org.

Provisioning requests

Create and delete organizations, environments, and environment groups. Expand/decommission regions.

Stress/load/penetration test requests

Stress/load/penetration test requests.

Infrastructure capacity management requests

Manage capacity requirements.