93 lines
6.2 KiB
Markdown
93 lines
6.2 KiB
Markdown
---
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title: Submitting a ticket
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intro: 'You can submit a support ticket using {% ifversion ghes %}{% data variables.product.prodname_ghe_server %} {% data variables.enterprise.management_console %} or the support portal{% elsif ghae %}{% data variables.contact.ae_azure_portal %}{% endif %}.'
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redirect_from:
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- /enterprise/admin/enterprise-support/submitting-a-ticket
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- /admin/enterprise-support/submitting-a-ticket
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versions:
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ghes: '*'
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ghae: '*'
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type: how_to
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topics:
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- Enterprise
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- Support
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---
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## About submitting a ticket
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{% ifversion ghae %}
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You can submit a ticket for support with {% data variables.product.prodname_ghe_managed %} from the {% data variables.contact.ae_azure_portal %}.
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{% endif %}
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Before submitting a ticket, you should gather helpful information for {% data variables.contact.github_support %} and choose a contact person. For more information, see "[Preparing to submit a ticket](/enterprise/admin/guides/enterprise-support/preparing-to-submit-a-ticket)."
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{% ifversion ghes %}
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After submitting your support request and optional diagnostic information, {% data variables.contact.github_support %} may ask you to download and share a support bundle with us. For more information, see "[Providing data to {% data variables.contact.github_support %}](/enterprise/admin/guides/enterprise-support/providing-data-to-github-support)."
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## Submitting a ticket using the {% data variables.contact.enterprise_portal %}
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1. Navigate to the {% data variables.contact.contact_enterprise_portal %}.
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5. Click **Submit a Ticket**
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{% data reusables.enterprise_enterprise_support.submit-support-ticket-first-section %}
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{% data reusables.enterprise_enterprise_support.submit-support-ticket-second-section %}
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## Submitting a ticket using your enterprise account
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{% data reusables.enterprise-accounts.access-enterprise-on-dotcom %}
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{% data reusables.enterprise-accounts.settings-tab %}
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3. In the left sidebar, click **Enterprise licensing**.
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4. Under "{% data variables.product.prodname_enterprise %} Help", click **{% data variables.contact.enterprise_support %} Portal**.
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5. Click **Submit a Ticket**
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{% data reusables.enterprise_enterprise_support.submit-support-ticket-first-section %}
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{% data reusables.enterprise_enterprise_support.submit-support-ticket-second-section %}
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## Submitting a ticket using the {% data variables.product.product_name %} {% data variables.enterprise.management_console %}
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{% data reusables.enterprise_site_admin_settings.access-settings %}
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{% data reusables.enterprise_site_admin_settings.management-console %}
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{% data reusables.enterprise_management_console.type-management-console-password %}
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{% data reusables.enterprise_management_console.support-link %}
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5. If you'd like to include diagnostics with your support ticket, Under "Diagnostics", click **Download diagnostic info** and save the file locally. You'll attach this file to your support ticket later.
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6. Under "Open Support Request", click **New support request**.
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5. Click **Submit a Ticket**
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{% data reusables.enterprise_enterprise_support.submit-support-ticket-first-section %}
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14. To include diagnostics with your support ticket, click **Add file**, then attach the diagnostics file you downloaded.
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{% data reusables.enterprise_enterprise_support.submit-support-ticket-second-section %}
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7. Click **Submit**.
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{% endif %}
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{% ifversion ghae %}
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## Prerequisites
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To submit a ticket for {% data variables.product.prodname_ghe_managed %} in the {% data variables.contact.ae_azure_portal %}, you must provide the ID for your {% data variables.product.prodname_ghe_managed %} subscription in Azure to your Customer Success Account Manager (CSAM) at Microsoft.
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## Submitting a ticket using the {% data variables.contact.ae_azure_portal %}
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Commercial customers can submit a support request in the {% data variables.contact.contact_ae_portal %}. Government customers should use the [Azure portal for government customers](https://portal.azure.us/#blade/Microsoft_Azure_Support/HelpAndSupportBlade). For more information, see [Create an Azure support request](https://docs.microsoft.com/azure/azure-portal/supportability/how-to-create-azure-support-request) in the Microsoft Docs.
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## Troubleshooting problems in the {% data variables.contact.ae_azure_portal %}
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{% data variables.product.company_short %} is unable to troubleshoot access and subscription issues in the Azure portal. For help with the Azure portal, contact your CSAM at Microsoft or review the following information.
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- If you cannot sign into the Azure portal, see [Troubleshoot Azure subscription sign-in issues](https://docs.microsoft.com/en-US/azure/cost-management-billing/manage/troubleshoot-sign-in-issue) in the Microsoft Docs or [submit a request directly](https://support.microsoft.com/en-us/supportrequestform/84faec50-2cbc-9b8a-6dc1-9dc40bf69178).
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- If you can sign into the Azure portal but you cannot submit a ticket for {% data variables.product.prodname_ghe_managed %}, review the prerequisites for submitting a ticket. For more information, see "[Prerequisites](#prerequisites)".
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{% endif %}
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## Further reading
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- "[About {% data variables.contact.enterprise_support %}](/enterprise/admin/guides/enterprise-support/about-github-enterprise-support)"{% ifversion ghes %}
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- "[About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server)."{% endif %}
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