Managing support cases

This page explains how to manage support cases using the Google Cloud console.

You can use the Google Cloud console to manage cases if you have one of the following offerings:

• Standard Support
• Enhanced Support
• Premium Support
• Role-Based or Enterprise Support

For Silver, Gold, or Platinum Support, you use the Google Cloud Support Center to manage cases. To learn about using the Google Cloud Support Center, visit Support procedures.

Before you begin

• If you have Standard, Enhanced, or Premium Support, you must have the Tech Support Editor (roles/cloudsupport.techSupportEditor) role.

• If you have Role-Based, Enterprise, Gold, or Platinum Support, you must have the Organization Viewer (roles/resourcemanager.organizationViewer) role or another role that grants the resourcemanager.organizations.get permission. You must also have a Support Role.

  If you don't have the role, contact an Organization Administrator for access.

Creating cases

To create a new support case:

1. Sign in to the Google Cloud console Support page as a support user.
2. Select the project for which you'd like to open a support case.
3. Open Cases.
4. Click Create case.
5. Complete the required fields and submit the form.

After you submit the form, you will be redirected to the Case page where you can comment on the case, upload file attachments, or modify case attributes. The Customer Care team will respond to the case based on its priority and the respective support service at the time of creation.

Managing cases

To view existing support cases:

1. Sign in to the Google Cloud console Support page.
   Go to the Support page.

2. Select the organization or a project within the organization.

3. Open Cases.

The Cases page provides a list of your organization's support cases based on the selected resource. For example, if you select an organization, all cases for the organization are displayed. If you select a project, only the cases associated with that project are displayed.

To filter the list of cases, use Search or the filter controls.

To view the details or update a support case:

1. Click a case title from the list on the Cases page to select it.
2. If the case is open you can add comments, upload file attachments, or edit case attributes.
3. 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.

Note: Be aware that any support user with permission to edit cases (Tech Support Editor, roles/resourcemanager.techSupportEditor) can update any case for the resource (organization, project, folder) associated with the case, even if they did not create the case.

Enabling case sharing

Case sharing lets users in your organization, and outside of it, track support cases through email. They are able to comment by replying to the messages and do not need to access the Google Cloud console. This is only available to Standard, Enhanced, and Premium Support customers.

Caution: When case sharing is enabled, users can share cases with emails outside of your Google Cloud organization.

Case sharing is disabled by default, but can be enabled by a Support Account Administrator. When case sharing is enabled, any user with cloudsupport.techCases.update permissions can add recipients by their email address.

Note: Enabling or disabling case sharing does not impact existing cases, it only affects cases opened after updating case sharing.

To enable case sharing:

1. Sign in to the Google Cloud console Support page as a Support Account Administrator.
2. Select the organization or a project within the organization.
3. Select Settings from the side menu.
4. Click Enable case sharing.

Viewing known issues with Google Cloud services

The Google Cloud Support team posts information about known issues affecting Google Cloud services as they arise. You can view these issues by visiting the Google Cloud Service Health Dashboard or using the Google Cloud console.

To view known issues from the Google Cloud console:

1. Sign in to the Google Cloud console Support page as a support user.
2. Open Cases.
3. Select Known Issues.

To automatically receive updates for any known issue, you can create a linked case to it. The following can create linked cases:

• Enhanced Support: Tech Support Editor role only
• Premium Support: Tech Support Editor role only
• Role-Based Support: Development and Production roles only
• Business Critical users

If there are any open known issues that might be affecting your Google Cloud services, you will also see a notification on the case creation page. For more information see the Google Cloud Service Health Dashboard FAQ.

What's next

Understand how to configure user access to support cases in the Google Cloud console using Identity and Access Management.