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en-getting-support.md

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copyright lastupdated keywords subcollection
years
2020, 2024
2024-10-07
event-notifications, event notification, getting help and support
event-notifications

{{site.data.keyword.attribute-definition-list}}

Getting help and support for {{site.data.keyword.en_short}}

{: #en-getting-help-and-support}

{{site.data.keyword.en_full}} provides troubleshooting information to isolate and resolve problems, and also offers support. If you cannot resolve your issue with the troubleshooting guide, open an IBM support case. {: shortdesc}

By default, account users don't have access to create, update, search, or view cases. The account owner must provide users access by assigning an {{site.data.keyword.iamlong}} (IAM) access policy. For more information, see Assigning user access for working with support cases{: external}. {: tip}

Creating a cloud support case

{: #en-cloud-support-case}

For more information, see Using the Support Center{: external}.

Creating a support case for a UI issue

{: #ac-ui-support-case}

Collecting the following information can help a faster support case resolution for UI issues

  • Provide error codes and reference IDs.
  • Save the full URL of the console when the problem occurred, for example: https://cloud.ibm.com/event-notifications/provision/ac
  • Include the steps to reproduce the issue, along with your inputs and expected outputs.
  • Note the approximate time that the error occurred.
  • Provide the code version and error details:
    1. Right-click on the console page and select the Inspect or Inspect Element option.
    2. Scroll to the end of the output and copy any errors or stack traces.
  • Provide the network response:
    1. While you inspect the page, click the Network tab.
    2. Refresh the page and reproduce the problem.
    3. Starting at the end of the list, click each request and view the Preview tab. If the request has an "errors" node, expand that node to show the full error.
    4. Click the Response tab and include the full response string and the URL that generated the response.

Creating a support case for non-UI issues

{: #en-non-ui-support-case}

Collect the following information to get a faster support case resolution for non-UI issues:

  • guid
  • sourceName
  • region of the instance
  • topicName (if the issue is related to a topic)
  • channelName (if the issue is related to a channel)
  • subscriptionName (if the issue is related to subscriptions)
  • notification_id (if the issue is related to sending notification)
  • Error message received