管理 Azure 支援要求Manage an Azure support request

建立 Azure 支援要求之後,您可以在Azure 入口網站中進行管理,這會在本文中討論。After you create an Azure support request, you can manage it 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.

檢視支援要求View support requests

前往 [說明 + 支援 > 所有支援要求],以查看支援要求的詳細資料和狀態。View the details and status of support requests by going to Help + support > All support requests.

所有支援要求

在此頁面上,您可以搜尋、篩選及排序支援要求。On this page, you can search, filter, and sort support requests. 選取支援要求以查看詳細資料,包括其嚴重性以及與要求相關聯的任何訊息。Select a support request to view details, including its severity and any messages associated with the request.

傳送訊息Send a message

  1. 在 [ 所有支援要求 ] 頁面上,選取支援要求。On the All support requests page, select the support request.

  2. 在 [ 支援要求 ] 頁面上,選取 [ 新增訊息]。On the Support Request page, select New message.

  3. 輸入您的訊息,然後選取 [ 提交]。Enter your message and select Submit.

變更嚴重性層級Change the severity level

注意

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.

  1. 在 [ 所有支援要求 ] 頁面上,選取支援要求。On the All support requests page, select the support request.

  2. 在 [ 支援要求 ] 頁面上,選取 [ 變更]。On the Support Request page, select Change.

    變更支援要求嚴重性

  3. 根據您的要求是否已指派給支援工程師,Azure 入口網站會顯示兩個畫面中的其中一個畫面:The Azure portal shows one of two screens, depending on whether your request is already assigned to a support engineer:

    • 如果您尚未指派您的要求,您會看到如下所示的畫面。If your request hasn't been assigned, you see a screen like the following. 選取新的嚴重性層級,然後選取 [ 變更]。Select a new severity level, then select Change.

      選取新的嚴重性層級

    • 如果已指派您的要求,您會看到如下所示的畫面。If your request has been assigned, you see a screen like the following. 選取 [確定],然後建立 新的訊息 來要求嚴重性層級的變更。Select OK, then create a new message to request a change in severity level.

      無法選取新的嚴重性層級

使用 Azure 支援共用診斷資訊Share diagnostic information with Azure support

當您建立支援要求時,預設會選取 [ 共用診斷資訊 ] 選項。When you create a support request, 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:

  • 建立要求之後,您就無法清除此選項。You can't clear this option after a request is created.

  • 如果您在建立要求時清除了選項,就可以在建立要求之後選取它。If you cleared the option when creating a request, you can select it after the request is created.

    1. 在 [ 所有支援要求 ] 頁面上,選取支援要求。On the All support requests page, select the support request.

    2. 在 [ 支援要求 ] 頁面上,選取 [授與許可權],然後選取 [ ] 和 [確定]On the Support Request page, select Grant permission, then select Yes and OK.

      授與診斷資訊的許可權

上傳檔案Upload files

您可以使用 [檔案上傳] 選項來上傳診斷檔案或您認為與支援要求相關的任何其他檔案。You can use the file upload option to upload diagnostic files or any other files that you think are relevant to a support request.

  1. 在 [ 所有支援要求 ] 頁面上,選取支援要求。On the All support requests page, select the support request.

  2. 在 [ 支援要求 ] 頁面上,流覽以尋找您的檔案,然後選取 [上傳]。On the Support Request page, browse to find your file, then select Upload. 如果您有多個檔案,請重複此程式。Repeat the process if you have multiple files.

    上傳檔案

檔案上傳指導方針File upload guidelines

當您使用檔案上傳選項時,請遵循下列指導方針:Follow these guidelines when you use the file upload option:

  • 若要保護您的隱私權,請勿在您的上傳中包含任何個人資訊。To protect your privacy, do not include any personal information in your upload.
  • 檔案名稱的長度不得超過 110 個字元。The file name must be no longer than 110 characters.
  • 您無法上傳一個以上的檔案。You can't upload more than one file.
  • 檔案不能大於 4 MB。Files can't be larger than 4 MB.
  • 所有檔案都必須有副檔名,例如 .docx.xlsxAll files must have a file name extension, such as .docx or .xlsx. 下表顯示允許上傳的副檔名。The following table shows the filename extensions that are allowed for upload.
0-9、A-C0-9, A-C D-GD-G H-NH-N O-QO-Q R-TR-T U-WU-W X-ZX-Z
.7z.7z .dat.dat har.har .odx.odx .rar.rar .uccapilog.uccapilog .xlam.xlam
.a.a .db.db .hwl.hwl .oft.oft .rdl.rdl .uccplog.uccplog .xlr.xlr
.abc.abc .DMP.DMP .ics.ics .old.old .rdlc.rdlc .udcx.udcx .xls.xls
.adm.adm .do_.do_ .ini.ini .one.one .re_.re_ .vb_.vb_ .xlsb.xlsb
.aspx.aspx .doc.doc .java.java .osd.osd .remove.remove .vbs_.vbs_ .xlsm.xlsm
.ATF.ATF .docm.docm .jpg.jpg .OUT.OUT .ren.ren .vcf.vcf .xlsx.xlsx
.b.b .docx.docx .LDF.LDF .p1.p1 .rename.rename .vsd.vsd .xlt.xlt
.ba_.ba_ .dotm.dotm .letterhead.letterhead .pcap.pcap .rft.rft .wdb.wdb .xltx.xltx
.bak.bak .dotx.dotx .lo_.lo_ .pdb.pdb .rpt.rpt .wks.wks .xml.xml
.blg.blg .dtsx.dtsx .log.log .pdf.pdf .rte.rte .wma.wma .xmla.xmla
.CA_.CA_ .eds.eds .lpk.lpk .piz.piz .rtf.rtf .wmv.wmv .xps.xps
.CAB.CAB .emf.emf .manifest.manifest .pmls.pmls .run.run .wmz.wmz .xsd.xsd
.cap.cap .eml.eml .master.master .png.png .saz.saz .wps.wps .xsn.xsn
.catx.catx .emz.emz .mdmp.mdmp .potx.potx .sql.sql .wpt.wpt .xxx.xxx
.CFG.CFG .err.err .mof.mof .ppt.ppt .sqlplan.sqlplan .wsdl.wsdl .z_.z_
.compressed.compressed .etl.etl .mp3.mp3 .pptm.pptm .stp.stp .wsp.wsp .z01.z01
.Config.Config .evt.evt .mpg.mpg .pptx.pptx .svclog.svclog .wtl.wtl .z02.z02
.cpk.cpk .evtx.evtx .ms_.ms_ .prn.prn .tdb.tdb - .zi.zi
.cpp.cpp .EX.EX .msg.msg .psf.psf .tdf.tdf - .zi_.zi_
.cs.cs .ex_.ex_ .mso.mso .pst.pst .text.text - .zip.zip
.CSV.CSV .ex0.ex0 .msu.msu .pub.pub .thmx.thmx - .zip_.zip_
.cvr.cvr .FRD.FRD .nfo.nfo - .tif.tif - .zipp.zipp
- .gif.gif - - .trc.trc - .zipped.zipped
- .guid.guid - - .TTD.TTD - .zippy.zippy
- .gz.gz - - .tx_.tx_ - .zipx.zipx
- - - - .txt.txt - .zit.zit
- - - - - - .zix.zix
- - - - - - .zzz.zzz

關閉支援要求Close a support request

如果您需要關閉支援要求,請 傳送一則訊息 ,要求關閉要求。If you need to close a support request, send a message asking that the request be closed.

重新開啟已關閉的要求Reopen a closed request

如果您需要重新開啟已關閉的支援要求,請建立 新的訊息,此訊息會自動重新開啟要求。If you need to reopen a closed support request, create a new message, which automatically reopens the request.

取消支援方案Cancel a support plan

如果您需要取消支援方案,請參閱 取消支援方案If you need to cancel a support plan, see Cancel a support plan.

下一步Next steps

如何建立 Azure 支援要求How to create an Azure support request

Azure 支援票證 REST APIAzure support ticket REST API