Troubleshooting in Partner Platform

Create a Partner Support Ticket

From the VMware Tanzu CloudHealth platform, you can submit support tickets to alert Tanzu CloudHealth when you are experiencing issues or need assistance. You can review the status of submitted support tickets from the Support Portal.

Access Support Portal

Access the Support Portal through one of the following paths:

• From the Tanzu CloudHealth platform, click the question mark icon in the top right and select Open Tickets from the dropdown.
• From the Help Center, scroll to the bottom of the page and click Support from the list of links.

Create a Support Ticket

Create a support ticket through one of the following paths:

• Email [email protected].
• From the Support portal, select Submit a request.
• From the Tanzu CloudHealth portal, click the question mark icon in the top right and select Submit a Ticket from the dropdown.

On creating new support tickets from the Tanzu CloudHealth platform, it is critical you are logged in to your main Tanzu CloudHealth account. New and open support tickets are automatically associated with the account currently open in the Platform. If you create a support ticket while a customer account is open, you will cause a security issue in which that customer can view all open support tickets, including tickets for other customers.

On the Submit a Request form, enter the following information and then click Submit:

1. Request Type: Select from the dropdown the description that best matches your issue.
2. CC: Optionally, enter the email addresses of anyone who should have input on the support ticket.
3. Subject: Enter a summary of your issue.

4. Description: Enter a description of your issue. The more detail you include, the quicker the Support team can address your issue.

   Issue Type	Required Information
   All issues and requests	1. Name of affected customer 2. Detailed description of the issue 3. Steps to reproduce this issue 4. Links to any relevant saved report, RI Optimizer quote, policy notification, policy/action alert, and Asset report detail page (see below for more information) 5. For issues related to AWS account configuration, a copy of the IAM Policy
   Issues related to customers’ missing costs and usage	1. Were the customer’s AWS accounts recently consolidated under your payer account? If so, when? 2. Did you recently change any account assignments? 3. Have you just recently enable Partner Billing? 4. Have you submitted any requests recently to rerun historical billing?
   Requests to run Partner Billing for a historical month	1. Have you created any new Partner Billing Rules? 2. Is an existing Partner Billing Rule no longer active? 3. Have you modified how you structure the price of an existing Partner Billing Rule? 4. Have you changed which AWS account is the consolidated account? 5. Have you assigned new AWS accounts to or removed an AWS account from a customer? 6. Have you changed the IAM credentials for an assigned AWS account?

   Note - Create backups of invoices, billing CSV files, and the Detailed Billing Report before submitting a request to run Partner Billing for a historical month.

5. Importance: Select the issue’s level of importance from the dropdown.

6. Cloud Provider: Select the cloud provider from the dropdown.
7. Attachments: Attach a screenshot of the issue.

Provide a Short Link

On including a link to an interactive or asset report in a support ticket, use a short link instead of copying and pasting the complete report URL from the address report.

1. On the report page, go to Actions > Share.
2. Copy the link provided in the popup window and paste the link into the support ticket.

Short Link Considerations

• Short links are customer- and organization-specific. If clicked on when switched to a different customer or organization, an error message appears.
• For tabular reports, the selected columns do not carry over when you provide a short link.