How to Report an Issue in SHI One
There are multiple ways and reasons to submit a Service Request in SHI One. This doc explains the different types of Service 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 Service Request, navigate to Support Center -> New Request and select the correct 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 work on your Request.
- First, select the contract associated with the issue you're reporting
-
- If requested, select the specific account 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 Service 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 Service Requests at any time within SHI One by navigating to Support Center -> 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 box in the upper right allows you to share additional information related to the issue, including screenshots.
