What is CSP Ticket Integration
Instead of using each CSP’s support center, you can submit and manage tickets within the same user experience environment of the Support Portal.
Also, Event, Incident, and Warning tickets/emails sent from the CSP are automatically created as Support Portal tickets, allowing you to make inquiries and start requests directly on the relevant ticket if support is needed.
Users Eligible to Submit Tickets by CSP
IBM
Support Portal registered members (Guide to registration)
Support Portal account must be the same as the CloudZ Portal account
Must have an account for each CSP purchased through the CloudZ Portal
AWS
Support Portal registered members (Guide to registration)
Must have an account for each CSP purchased through the CloudZ Portal
Azure
Support Portal registered members (Guide to registration)
Support Portal account must be the same as the CloudZ Portal account
Must have an account for each CSP purchased through the CloudZ Portal
CloudZ
Support Portal registered members (Guide to registration)
Ticket Processing Flowchart
Submit a Ticket
Please make sure to use the Chrome browser.
Log in to the Support Portal (https://support.skcc.com).
Click on the Create New Ticket menu.
Check the email account in the Requester* field.
(Tickets can only be submitted with the email account of the logged-in user. )Select the Ticket Type*.
Select the Service Type* field.
When IBM is selected
Required Support Type* : Select the required item when submitting a ticket.
Offering* : Select the required item when submitting a ticket.
CSP Account* : Based on the email address entered in the Requester field, a list of purchased IBM accounts from CloudZ Portal will be displayed. Select the account to submit the ticket for.
CSP Device: The device information owned by the selected account will be displayed. Select a device if needed for ticket processing (up to 5 devices can be selected).
Priority: Select the appropriate item (for Support Portal use only).
Project/System Name: Select the appropriate item (for Support Portal use only).
Subject* : Write in English.
Description* : Write in English.
File Attachment: Attach files if necessary (each file must be under 8MB, total under 20MB).
When AWS is selected
Issue Type* : Select the required item when submitting a ticket.
Service* : Select the required item when submitting a ticket.
Category* : Select the required item when submitting a ticket.
Priority : Select the appropriate item (for Support Portal use only).
Project/System Name: Select the appropriate item (for Support Portal use only).
Subject* : Write freely.
Description* : Write freely – do not insert inline images in the body text, as they cannot be viewed by the AWS Support Center. Attach images as files.
File Attachment: Attach files if necessary (each file must be under 5MB, up to 3 files can be uploaded).
When Azure is selected
CSP Account* : Based on the email address entered in the Requester field, a list of purchased Azure accounts from CloudZ Portal will be displayed. Select the account to submit the ticket for.
Priority : Select the appropriate item (for Support Portal use only).
Project/System Name : Select the appropriate item (for Support Portal use only).
Subject* : Write freely.
Description* : Write freely.
When Others are selected
Service Level* : Select the product for which you want to submit a ticket.
Priority : Select the appropriate item (for Support Portal use only).
Project/System Name : Select the appropriate item (for Support Portal use only).
Subject* : Write freely.
Description* : Write freely.
Click to submit.
Check Ticket Progress
CSP Tickets Submitted via the Support Portal
IBM
Tickets submitted via the Support Portal are automatically created in the IBM Support Center.
The generated IBM Case ID is mapped to the Support Portal ticket and can be checked in the CSP Case ID field (may take about 1 minute).When a response from the assigned agent is registered, it will appear on the corresponding ticket.
Once a ticket is closed, it is no longer synchronized with the IBM Support Center. Please open a new ticket if further support is needed.
AWS
Tickets submitted via the Support Portal are first handled by an L1 Support agent.
If support from an AWS engineer is required, the L1 Support agent escalates the ticket to the AWS Support Center.
The AWS Case ID generated upon escalation is mapped to the Support Portal ticket and can be checked in the CSP Case ID field (may take about 1 minute).
Once escalated, ticket information is bi-directionally synchronized between the Support Portal and the AWS Support Center. Therefore, do not modify the CSP Account or CSP Case ID fields for escalated tickets.When a response from the assigned agent is registered, it will appear on the corresponding ticket.
To add additional comments, you can reply to the notification email or register a comment directly in the Support Portal.
The comment body must contain between 1 and 8,000 characters.
Do not insert inline images into the body text, as they cannot be viewed by the AWS Support Center. Instead, attach image files.
If the comment includes a table, it may not sync properly with AWS Support. In such cases, do not enter the content directly into the body—record it in a separate file (e.g., Notepad or Word) and attach it instead.Closed tickets are no longer synchronized with the AWS Support Center.
Even if a closed ticket is updated, it will not sync to the AWS Support Center 14 days after closure. In this case, please submit a new ticket.
Azure and Others
Tickets submitted via the Support Portal are assigned to the respective agents, who will provide responses.
Tickets Issued by CSP
Purpose: For notifying and informing users of Events, Incidents, Warnings, etc., issued by CSPs.
IBM
When a ticket is issued by IBM, a Support Portal ticket is automatically created with the master user of the associated account as the requester and the sub-users as CC’d recipients. A notification email containing ticket details is also sent.
If you have inquiries or requests regarding the ticket, log in to the Support Portal using the email account associated with the IBM account and register your comment to receive support.
If the ticket subject includes any of the following incident-related keywords (case insensitive), it is recognized as an incident and created as an incident-specific ticket:
Host evacuation
Host migration
auto migration
Outage
Abuse
visual alert
malicious activity
DDOS
Network ALERT
경보
VSI Host Reboot
AWS
When AWS sends a notification email, a corresponding ticket is automatically created in the Support Portal.
If necessary, an agent may provide further guidance using this ticket.
For any inquiries or requests regarding such tickets, you may reply to the notification email or register a comment in the Support Portal to receive assistance.
Precautions
CSP Account
When creating tickets for IBM or Azure, the Submit button will be disabled if the CSP Account field is left empty.
The list shown in the CSP Account field includes the CSP name / account details / account number.
If no resources exist under the selected CSP Account when submitting an IBM ticket, the CSP Device field will be disabled.
If ticket field modifications are needed after submission, please add the request as a comment on the ticket.
Do not modify the CSP Account or CSP Case ID fields for tickets that have been escalated to the AWS Support Center.
Known Bugs
For tickets created within the IBM Support Center, when synchronized with the Support Portal, the master account of the corresponding IBM account is set as the requester, and the sub-accounts are automatically added as CC.
Therefore, even if the ticket is created by a sub-account, the requester will appear as the master account.
(This does not apply to tickets created directly in the Support Portal.)- When creating an IBM ticket in the Support Portal, if the ticket body contains styled content, the style code may be displayed in the IBM Support Center.
To prevent this, please write in plain text without applying any styles in the body of the ticket.