How to Report an Issue in SHI One
There are multiple ways and reasons to submit a Support Request in SHI One. This doc explains the different types of Support Requests as well as examples of issues associated with each Request type, and also details what happens to a Request once it's submitted.
To submit a Support Request, navigate to Support -> New Request and select the appropriate Request type out of the following:
Use this Request type for an unexpected service interruption, error, or reduction of quality.
For example:
- You receive an error message
- Data you frequently access is unexpectedly missing
- A report is taking significantly longer than usual to populate
Use this Request type to initiate a new service action for a deliverable service.
Use this Request type for changes or modifications to services already on your account.
For example:
- You want to add another contract to an already-existing plan
- You want to modify a service you already have
Once you have chosen the appropriate Request type, you'll supply the information needed for the Support Center to diagnose and work on your Request.
- First, select the contract associated with the issue you're reporting
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- If requested, select the specific account/subscription associated with the contract
- Select the correct Issue Type and Issue Sub-Type
- These drop-down options are tailored to the contract and Issue Type; for example, if you select an Azure contract, you will see only Azure-related options
- Fill out the form with all necessary information
- Include as much information about the issue as possible; this will help the Support Center diagnose and fix the issue faster
- If you have screenshots or files, either drag & drop the files or click Browse to manually search for the files on your computer
- Click Submit
Once your Support Request is submitted, it is sent to the Support Center queue associated with the selected contract and Issue Type.
The Support Center is available 24/7 for level 1 support. If they can't resolve an issue, they will escalate it to the SHI One team, who actively manages and triages all incoming issues according to severity.
You can view your Support Requests at any time within SHI One by navigating to Support -> Requests.
Users can view only the Requests they've submitted, whereas Admins can view all Requests on the account.
Clicking on a specific Request shows all information related to it. The initial Request is shown at the bottom on the page and replies are listed chronologically above it, with the most recent reply listed at the top.
The Add Reply button in the upper right allows you to share additional information related to the issue, including screenshots.
If you cannot submit a Support Request, it means your organization's SHI One Admin has not added you to the necessary Security Group(s). Users can only submit Requests for the contracts, permissions, and accounts on Security Group(s) they are assigned to.
Contact your organization's SHI One Admin and have them add you to the necessary Security Group(s) by following the instructions at Adding Users to Security Groups.
If you are trying to submit a Support Request for a specific contract, account, or subscription but don't see it as an option on the Request form, that means it needs to be added to one of your assigned Security Groups.
Your organization's SHI One Admin can easily find your assigned Security Groups and then add the contract, account, or subscription to one of those Security Groups by following these steps:
- Navigate to Settings -> User Management
- Find the User and click the orange pencil icon to the right of their name
- Under the Security Groups section, note which Security Groups are listed in the Chosen box; those are the User's assigned Security Groups
- Users can only submit Requests for the contracts, accounts, subscriptions, and permissions associated with their assigned Security Groups
- Navigate to Settings -> Security Groups
- Click on the User's assigned Security Group to which you will be adding the contract, account, or subscription
- Go to the Contracts tab
- If the applicable contract is not listed here, click +Add Contract on the right and move the contract from the Choices box to the Chosen box, then click Add Contracts
- Click the blue gear icon to the right of the applicable contract
- Move the applicable account or subscription from the Available box to the Assigned to Group box
- Click Save
- Go to the Permissions tab
- Grant permission to Users in this Security Group to view its contracts, accounts, and subscriptions by clicking each applicable checkbox
- Inform the User that they now have permission to submit Support Requests for the contract, account, or subscription
