Tips: How to create a Good Apigee Support Ticket ?

[adevegowda]

Dear Apigee Users,

It is a common practice to raise a Support ticket when you are unable to find an answer for a question or an issue/problem that you encountered while using Apigee products. Generally, the time taken to resolve the problems depends on the nature of the problem. Often, it is found that one of the key things to quicker and effective resolution of tickets is to provide relevant and specific information about the problem or question.

Based on the experience that Apigee Support team has had working with several customers on many different issues, we would like to share a few tips that you should consider to include when you create Apigee support tickets, which could aid in faster resolution of the tickets.

Tips to Create Good Support Ticket

For Public Cloud Users

1. Clear and detailed problem statement which outlines the issue being observed or question
2. Specify the details about any business urgency/impact
3. Complete Error Message Details (include screenshots if available)
4. Organization, Environment, API Proxy names
5. Steps to reproduce the problem (where possible)
6. Exact Start and End Date/Time of Occurrence of the problem (include timezone)
7. For Runtime API Failures such as 5XX, 4XX Errors or High Response Times, include the following information (where possible):
   • Complete curl command of the API (including complete request payload including query parameters, http headers, etc)
   • UI Trace (if available) for the API requests showing incorrect results/failures
8. Detailed information about any changes that were made to API Proxy Bundle or any other entity

For Private Cloud Users

1. Clear and detailed problem statement which outlines the issue being observed or question that you might have
2. Specify the details about any business urgency/impact
3. Complete Error Message Details (include screenshots if available)
4. Steps to reproduce the problem (where possible)
5. Exact Start and End Date/Time of Occurrence of the problem (include timezone)
6. Private Cloud Topology involving details of the number of data centers and number of nodes in each data centers
7. Relevant Apigee Component and Diagnostic Logs
8. For Runtime API Failures such as 5XX, 4XX Errors or High Response Times, include the following information (where possible):
   • API Proxy Bundle
   • Complete curl command of the API (including complete request payload including query parameters, http headers, etc)
   • UI Trace (if available) for the API requests showing incorrect results/failures
9. Detailed information about any changes that were made to API Proxy Bundle, Apigee component or any other entity

Regards,

Apigee Support Team