Large enterprise customers running business-critical workloads on Azure manage thousands of subscriptions and use automation for deployment and management of their Azure resources. Expert support for these customers is critical in achieving success and operational health of their business. Today, customers can keep running their Azure solutions smoothly with self-help resources, such as diagnosing and solving problems in the Azure portal, and by creating support tickets to work directly with technical support engineers.
We have heard feedback from our customers and partners that automating support procedures is key to help them move faster in the cloud and focus on their core business. Integrating internal monitoring applications and websites with Azure support tickets has been one of their top asks. Customers expect to create, view, and manage support tickets without having to sign-in to the Azure portal. This gives them the flexibility to associate the issues they are tracking with the support tickets they raise with Microsoft. The ability to programmatically raise and manage support tickets when an issue occurs is a critical step for them in Azure usability.
We’re happy to share that the Azure Support API is now generally available. With this API, customers can integrate the creation and management of support tickets directly into their IT service management (ITSM) system, and automate common procedures.
Using the Azure Support API, you can:
◉ Create a support ticket for technical, billing, subscription management, and subscription and service limits (quota) issues.
◉ Get a list of support tickets with detailed information, and filter by status or created date.
◉ Update severity, status, and contact information.
◉ Manage all communications for a support ticket.
Reduce the time between finding an issue and getting support from Microsoft
A typical troubleshooting process when the customer encounters an Azure issue looks something like this:
On step five, if the issue is unresolved and identified to be on the Azure side, customers navigate to the Azure portal, to contact support. With programmatic case management access, customers can automate their support process with their internal tooling to create and manage their support tickets, thus reducing the time between finding an issue and contacting support.
Customers now have one end-end process that goes smoothly from internal to external without the person filing the issue having to deal with the complexity and challenges between separate case management systems.
Create support tickets via ARM templates
Deploying an ARM template that creates resources can sometimes result in a ResourceQuotaExceeded deployment error, indicating that you have exceeded your Azure subscription and service limits (quotas). This happens because quotas are applied in the resource group, subscription, account, and other scopes. For example, your subscription may be configured to limit the number of cores for a region. If you attempt to deploy a virtual machine with more cores than the permitted amount, you receive an error stating the quota has been exceeded. The way to resolve it is to request a quota increase by filing a support ticket. With Support APIs in place, you can avoid signing in to the Azure portal to create a ticket, instead request quota increases directly via ARM templates.
We’re happy to share that the Azure Support API is now generally available. With this API, customers can integrate the creation and management of support tickets directly into their IT service management (ITSM) system, and automate common procedures.
Using the Azure Support API, you can:
◉ Create a support ticket for technical, billing, subscription management, and subscription and service limits (quota) issues.
◉ Get a list of support tickets with detailed information, and filter by status or created date.
◉ Update severity, status, and contact information.
◉ Manage all communications for a support ticket.
Benefits of Azure Support API
Reduce the time between finding an issue and getting support from Microsoft
A typical troubleshooting process when the customer encounters an Azure issue looks something like this:
Customers now have one end-end process that goes smoothly from internal to external without the person filing the issue having to deal with the complexity and challenges between separate case management systems.
Create support tickets via ARM templates
Deploying an ARM template that creates resources can sometimes result in a ResourceQuotaExceeded deployment error, indicating that you have exceeded your Azure subscription and service limits (quotas). This happens because quotas are applied in the resource group, subscription, account, and other scopes. For example, your subscription may be configured to limit the number of cores for a region. If you attempt to deploy a virtual machine with more cores than the permitted amount, you receive an error stating the quota has been exceeded. The way to resolve it is to request a quota increase by filing a support ticket. With Support APIs in place, you can avoid signing in to the Azure portal to create a ticket, instead request quota increases directly via ARM templates.
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