Create a Support Request

The VMware Cloud Partner Navigator support API grants you the capability to create support tickets and upload image files and text files as additional information for an issue.

Prerequisites

  • You have the Provider Administrator, Provider Support User, or Customer Administrator role.
  • Obtain an access token from the organization you want to manage and set it as the csp-auth-token request header. See Using VMware Cloud Partner Navigator APIs.

Procedure

  1. Enter your access token as the csp-auth-token request header.
  2. Retrieve your organization by its ID. 
    GET https://console.navigator.vmware.com/cphub/api/core/v1/mgmt/orgs/org_ID
    You receive a message body that contains details on the specified organization.
  3. Enter the ID of the organization for which you want to create a support request and run the GET request. 
    GET https://console.navigator.vmware.com/cphub/api/support/v1/orgs/org_ID/support-requests/metadata
    You receive all available categories for the selected organization. You can use them later on when defining the request body of the support request.
  4. In the body of a new request, enter the parameters describing the support ticket and set the Content-Type header to application/json.
  5. (Optional) Attatch a file using the fileReferences parameter. 
      "fileReferences":[  
    {  
      "fileName":"...",
      "action":"ADD",
      "fileId":"..."
    }
  ]
    If you decide not to attach a file at this point, you can attach it later.
  6. Use the same organization ID and run a POST request. 
    POST https://console.navigator.vmware.com/cphub/api/support/v1/orgs/org_ID/support-requests
  7. (Optional) Attach a file after the creation of the support request.
    1. Upload a file and retreive its fileId paramter value by running a POST request. 
      POST https://console.navigator.vmware.com/cphub/api/support/v1/orgs/org_ID/support-requests/upload
    2. Enter the retrieved fileId value in the body of your request. 
        "fileReferences":[  
    {  
      "fileName":"...",
      "action":"ADD",
      "fileId":"..."
    }
  ]
    3. Associate the uploaded file with the ticket by running a PATCH request. 
      PATCH https://console.navigator.vmware.com/cphub/api/support/v1/orgs/org_ID/support-requests/support_request_ID

Results

A new support ticket is logged into the system for the selected organization.

Example: Create a Support Request

This example creates a support ticket with an attached image file.

Request 
{  
  "severity":"3 - Medium",
  "issueCategoryId":"VMware Cloud Services - User Management",
  "userAgreedToEula":"false",
  "internalTicketId":"",
  "fileReferences":[  
    {  
      "fileName":"/Users/myuser/Documents/effa7bfb-4ce4-4f08-ba7b-fb4ce44f08fb_0.zip",
      "action":"ADD",
      "fileId":"3db6a332-09d1-4783-84bc-9875a1b761d7"
    }
  ],
  "phoneNumber":"+91123456789",
  "preferredContactMethod":"Phone",
  "description":"desciption 2018-09-17T18:03:31.380",
  "timeZone":"(GMT+05:30) India Standard Time",
  "category":"nonTechnical",
  "title":"API Support subject 2018-09-17T18:03:31.380",
  "orgId":"24f699c2-e168-4199-b206-937b50655b11"
}
Response 
Status 201 Created

What to do next

  • See if your newly created support ticket appears in the list of support requests.
    GET https://console.navigator.vmware.com/cphub/api/support/v1/orgs/org_ID/support-requests