Tencent cloud console work order submission Guide

author ： He Xianglong （[email protected]）, The first 1.0 edition , Revised in 2021 year 9 month 10 Japan .

1. background

For the convenience of Tencent cloud channel ecological partners and their customers , Timely and effectively contact Tencent cloud back-end business team through work orders , This guide is specially prepared , Provide reference for channel ecological partners and their customers .

You need to have a Tencent cloud account certified by your real name to submit a work order .

This guide is only applicable to work order support , It is not applicable to after-sales and online technical support of key customers .

2. Operation steps

2.1 Log in to Tencent cloud console

2.1.1 Visit Tencent cloud official website

Use a browser （ It is recommended to use Chrome） visit https://cloud.tencent.com/ , Open Tencent cloud official website .

chart 2-1-1 Tencent cloud official website homepage

2.1.2 Log in to Tencent cloud

First , Please click... In the upper right corner of the page “ Sign in ” Button .

chart 2-1-2 The login button

then , Please select the correct login method , Log in to Tencent cloud . Tencent cloud supports the use of wechat 、QQ、 mailbox 、 Log in as a child user , Please select the method you use when registering .

chart 2-1-3 Tencent cloud login page

2.1.3 Visit Tencent cloud console

After you log in to Tencent cloud official website , Please click... In the upper right corner of the page “ Console ” Button , Enter Tencent cloud console .

chart 2-1-4 Console buttons

chart 2-1-5 Tencent cloud console page

2.2 Enter the create work order page

2.2.1 Open the to do job page

Find... In the upper right corner of the page “ Support ” Options , And point to the option with the mouse pointer （ Please do not click the mouse button ）, Then in the pop-up drop-down menu , Click on “ To do list ”（ Please don't click “ Pre sales online consultation ” or “ After sales online support ”.

chart 2-2-1 To do job button

2.2.2 Open the submit job page

Please click... On the left side of the to do list page “ Submit work order ” Button （ Be careful not to click “ Online support ” Button and “ self-service ” Button ）

chart 2-2-2 Submit work order button

Please click... In the top right corner of the pop-up prompt box “x” Button .

chart 2-2-3 Prompt box for submitting work order

chart 2-2-4 Submit job page

2.2.3 Select the issue type that supports submitting work orders

Some problem types do not support submitting work orders , Please select the product and question type , Select the product type that supports work order submission （ As shown in the figure below ）. Pay attention to the needs of some products and click the... Below “ Classification of all work order problems ” Will show .

chart 2-2-5 The problem types that support submitting work orders

chart 2-2-6 The problem type of submitting a work order is not supported

To facilitate users to submit work orders , Here are a few examples as of this writing , The problem types that support submitting work orders .

Serial number	Products	Question type
1	Cloud server	CVM Product function / Feature consultation
2	Cloud server	Refit the system for consultation / problem
3	Cloud server	Console operation problems
4	Website filing	Domain name interception
5	Website filing	Console operation problems / Failure
6	Domain name registration	Domain name registration consultation
7	Domain name registration	Other problems of domain name
8	DNSPod	Resolution record setting problem
9	DNSPod	DNSPod Other questions
10	database CDB for MySQL	Data migration issues
11	database CDB for MySQL	Console problems
12	Private networks VPC	Other questions
13	Load balancing CLB	Console operation problems
14	Object storage COS	Console problems
15	Content distribution network CDN	Domain name access problem
16	Cloud database SQLServer	Console problems
17	T-Sec-DDoS protective	Console problems
18	T-Sec- Host security	The host is down
19	Cloud on demand VOD	Console related issues
20	Cloud live CSS	Console operation
surface 2-2-1 Some problem types that support submitting work orders

2.2.4 Click the create job button

Please click... As shown in the figure “ Create button now ”. If you have automatically adjusted to the create work order page , Please ignore this step .

chart 2-2-7 Create job

2.3 Submit work order

This article focuses on cloud servers - Take the console operation problem as an example , Briefly introduce the process of submitting work orders .

2.3.1 Submit job page Overview

chart 2-3-1 Submit job page

As shown in the figure above , The work order submission page can be roughly divided into virtual machine selection 、 The degree of emergency 、 Problem description 、 Confidential information 、 cell-phone number 、 Reminder period, etc .

2.3.2 Choose a virtual machine

Click on the “ Choose a virtual machine ” Button , In the pop-up prompt box , Select the ECS you want to consult . You need to select the region of the ECS first , Then you can check the virtual machine to be consulted on the left . You can also use the public network IP、 Instance name 、 example ID Filter the ECS list .

chart 2-3-2 Select the virtual machine button

chart 2-3-3 Select the virtual machine prompt box

2.3.3 Select urgency

Choose the right degree of urgency , It helps Tencent cloud process users' work orders more efficiently and quickly . Please follow the page description , Choose the urgency of the problem . If your business system is seriously affected , Do not choose “ General consultation ”.

chart 2-3-4 Urgency options

2.3.4 Enter the problem description

In this text box , Describe exactly what problems you are experiencing , Please do not use too simple descriptions , Such as “ Website cannot be opened ”、“ There's a problem with the server ” etc. . It is suggested to describe the problem phenomenon 、 Time of discovery 、IP Or website 、 scope 、 Reproduction steps and other information , Screenshots or error information can be attached , So that Tencent cloud engineers can follow up your problems more quickly .

Please do not enter sensitive information in this text box , Such as telephone number 、 user name 、 password 、 Verification code, etc .

You can click the button to add pictures or other attachments . This will help Tencent cloud engineers locate the problem .

chart 2-3-5 Problem description input box

2.3.5 Confidential information

If you have sensitive information that needs to be kept confidential （ Such as telephone number 、 user name 、 password 、 Verification code, etc ）, Please enter here .

chart 2-3-6 Confidential information input box

2.3.6 Phone number and reminder settings

Please enter your mobile number here , So that Tencent cloud engineers can contact you . You can also set the time period for receiving SMS alerts , So as not to disturb you during your rest period .

chart 2-3-7 Phone number and reminder settings

2.4 Work order processing

After submitting the work order , Will automatically jump to the details page . If you accidentally close this page , You can also find the job in the job list , Reopen the details page .

As shown in the figure below , The work order details page mainly contains work order information 、 Communication record 、 Reply to the work order 、 Reminders and statements .

chart 2-4-1 Work order details page

2.4.1 Obtain work order and reminder

When there is no new progress in the work order for a long time , You can click the reminder button in the upper right corner of the page , Submit reminders to the background . You can also provide the work order to your service provider , The service provider will help you follow up .

chart 2-4-2 Work orders and reminders

chart 2-4-3 Prompt for successful reminder

2.4.2 View the work order reply

When Tencent cloud engineers started troubleshooting problems , Engineers may want you to get more information or provide you with solutions . The Engineer may reply via the web site , You may also be contacted by phone or SMS . In order to improve the processing speed , Please pay attention to the work order page and your mobile phone , And feed back relevant information in time .

chart 2-4-4 The engineer replies to the work order

2.4.3 Reply to the work order

You can submit a reply on the job page , To achieve supplementary information 、 For questioning and other purposes . Please note that , Phone number 、 user name 、 password 、 Please fill in the confidential information box below for sensitive information such as verification code .

chart 2-4-5 Reply to the work order

2.4.4 Statement and evaluation

When your problem has been solved , You can click... In the upper right corner of the page “ Statement ” Button , End the job , And evaluate Tencent cloud engineers in the confirmation statement prompt box . Please note that , If necessary after the statement , You can only re create the job .

chart 2-4-6 Statement

chart 2-4-7 Confirm the statement prompt box

3. Conclusion

thus , Create a complete work order 、 Handle 、 The statement is finished , You can refer to this document , Combined with your actual situation . I hope you can solve your problem in time .

Please note that ： This document is only for the reference of Tencent cloud channel ecological partners and their customers , It is not Tencent cloud's commitment to service . If the steps mentioned in the text 、 The service mode has changed , Without notice , Please refer to the actual operation or official website information .