建立 Azure 支援要求Create an Azure support request

Azure 可讓您建立及管理支援要求,也稱為支援票證。Azure enables you to create and manage support requests, also known as support tickets. 您可以在 Azure 入口網站中建立及管理要求,如本文所述。You can create and manage requests in the Azure portal, which is covered in this article. 您也可以使用 Azure 支援票證 REST APIAzure CLI,以程式設計方式建立和管理要求。You can also create and manage requests programmatically, using the Azure support ticket REST API, or by using Azure CLI.

注意

Azure 入口網站 URL 是您的組織部署所在的 Azure 雲端專用。The Azure portal URL is specific to the Azure cloud where your organization is deployed.

支援要求體驗著重于三個主要目標:The support request experience focuses on three main goals:

  • 簡化:將支援和疑難排解的尋找變得更容易,並簡化提交支援要求的方式。Streamlined: Make support and troubleshooting easy to find and simplify how you submit a support request.
  • 整合:當您針對 Azure 資源進行疑難排解時,可以很簡單地開啟支援要求,而不需要轉換操作情境。Integrated: You can easily open a support request when you're troubleshooting an issue with an Azure resource, without switching context.
  • 有效︰收集支援工程師所需的重要資訊,有效率地解決問題。Efficient: Gather the key information your support engineer needs to efficiently resolve your issue.

Azure 為訂用帳戶管理提供無限制的支援,包括帳單、配額調整、帳戶轉換等。Azure provides unlimited support for subscription management, which includes billing, quota adjustments, and account transfers. 如需技術支援,您必須加入支援計劃。For technical support, you need a support plan. 如需詳細資訊,請參閱比較支援方案For more information, see Compare support plans.

開始使用Getting started

移至 Azure 入口網站中的 [說明 + 支援]。You can get to Help + support in the Azure portal. 您可以從 Azure 入口網站的功能表、全域標頭、或服務的資源功能表前往 [說明 + 支援]。It's available from the Azure portal menu, the global header, or the resource menu for a service. 您必須擁有適當的權限,才能提出支援要求。Before you can file a support request, you must have appropriate permissions.

Azure 角色型存取控制Azure role-based access control

若要建立支援要求,您必須是擁有者參與者,或是獲派訂用帳戶層級的支援要求參與者角色。To create a support request, you must be an Owner, Contributor or be assigned to the Support Request Contributor role at the subscription level. 若要建立不含訂用帳戶的支援要求,例如 Azure Active Directory 案例,您必須是系統 管理員To create a support request without a subscription, for example an Azure Active Directory scenario, you must be an Admin.

從全域標頭進入 [說明 + 支援]Go to Help + support from the global header

從 Azure 入口網站中任意處開啟支援要求:To start a support request from anywhere in the Azure portal:

  1. 選取 [?]Select the ? 在全域標頭中,選取 [說明 + 支援]。in the global header, then select Help + support.

    說明與支援

  2. 選取 [新增支援要求]。Select New support request. 遵循提示來提供問題的相關資訊。Follow the prompts to provide information about your problem. 我們會建議一些可能的解決辦法,收集有關問題的詳細資訊,並協助您提交及追蹤支援要求。We'll suggest some possible solutions, gather details about the issue, and help you submit and track the support request.

    新的支援要求

從資源功能表前往 [說明 + 支援]Go to Help + support from a resource menu

若要在您目前正在使用的資源內容中啟動支援要求:To start a support request in the context of the resource you're currently working with:

  1. 從支援功能表,在 [支援 + 疑難排解] 區段中,選取 [新的支援要求]。From the resource menu, in the Support + Troubleshooting section, select New support request.

    在內容中

  2. 遵循提示,提供您問題的相關資訊給我們。Follow the prompts to provide us with information about the problem you're having. 當您從資源啟動支援要求程序時,系統會為您預先選擇一些選項。When you start the support request process from the resource, some options are pre-selected for you.

建立支援要求Create a support request

我們將引導您完成一些步驟,以收集有關問題的資訊,並協助您解決問題。We'll walk you through some steps to gather information about your problem and help you solve it. 以下各節說明每個步驟。Each step is described in the following sections.

基本概念Basics

支援要求程序的第一個步驟會收集您的問題和支援計劃的基本資訊。The first step of the support request process gathers basic information about your issue and your support plan.

在 [新的支援要求] 的 [基本資訊] 中,使用選取器開始描述問題。On the Basics tab of New support request, use the selectors to start to tell us about the problem. 首先,您要區別問題類型的一些常規分類,然後選擇相關的訂用帳戶。First, you'll identify some general categories for the issue type and choose the related subscription. 選取服務,例如執行 Windows 的虛擬機器Select the service, for example Virtual Machine running Windows. 選取資源,例如,您的虛擬機器名稱。Select the resource, such as the name of your virtual machine. 以您自己的單字描述問題,然後選取 [ 問題類型 ] 和 [ 問題子類型 ] 以取得更具體的資訊。Describe the problem in your own words, then select Problem type and Problem subtype to get more specific.

基本概念刀鋒視窗

方案Solutions

收集基本資訊後,我們接著會向您顯示您可自行嘗試的解決辦法。After gathering basic information, we next show you solutions to try on your own. 在某些情況下,我們甚至會執行快速診斷。In some cases, we may even run a quick diagnostic. 解決辦法是由 Azure 工程師編寫,可解決大多數的常見問題。Solutions are written by Azure engineers and will solve most common problems.

詳細資料Details

接下來,我們會收集有關該問題的更多詳細資訊。Next, we collect additional details about the problem. 在這個步驟中提供完整且詳細的資訊,可協助我們將您的支援要求路由至正確的工程師。Providing thorough and detailed information in this step helps us route your support request to the right engineer.

  1. 如果可能,請告訴我們問題何時開始發生以及能重現問題的任何步驟。If possible, tell us when the problem started and any steps to reproduce it. 您可以上傳檔案,例如記錄檔、診斷的輸出。You can upload a file, such as a log file or output from diagnostics. 如需檔案上傳的詳細資訊,請參閱檔案 上傳指導方針For more information on file uploads, see File upload guidelines.

  2. 提供有關問題的所有資訊之後,請選擇如何獲得支援。After we have all the information about the problem, choose how to get support. 在 [詳細資料] 的 [支援方法] 區段中,選取影響的嚴重性。In the Support method section of Details, select the severity of impact. 最大嚴重性層級取決於您的 支援方案The maximum severity level depends on your support plan.

    預設會選取 [ 共用診斷資訊 ] 選項。By default the Share diagnostic information option is selected. 這可讓 Azure 支援從您的 Azure 資源收集 診斷資訊This allows Azure support to gather diagnostic information from your Azure resources. 在某些情況下,預設不會選取第二個問題,例如要求存取虛擬機器的記憶體。In some cases, there is a second question that isn't selected by default, such as requesting access to a virtual machine's memory.

  3. 提供您偏好的聯絡方法、適當的聯絡時間以及您的支援語言。Provide your preferred contact method, a good time to contact you, and your support language.

  4. 然後,完成 [聯絡資訊] 區段讓我們知道如何聯絡您。Next, complete the Contact info section so we know how to contact you.

檢閱 + 建立Review + create

完成每個索引標籤中的所有必要資訊,然後選取 [檢閱 + 建立]。Complete all required information on each tab, then select Review + create. 請查看您將傳送以支援的詳細資料。Check the details that you'll send to support. 如有需要,可回到任何索引標籤進行所需的變更。Go back to any tab to make a change if needed. 當您滿意支援要求的填寫內容後,選取 [建立]。When you're satisfied the support request is complete, select Create.

支援工程師會使用您所指定的方法來與您聯繫。A support engineer will contact you using the method you indicated. 如需初始回應時間的詳細資訊,請參閱 支援範圍和回應性。For information about initial response times, see Support scope and responsiveness.

下一步Next steps

若要深入了解 Azure 中的自助式支援選項,請看這支影片:To learn more about self-help support options in Azure, watch this video:

若要深入瞭解,請遵循下列連結:Follow these links to learn more: