管理 Snowflake 支持工单¶

If you have a verified email address and sufficient privileges to create, view, and manage Snowflake Support cases, you can do so using the Support page in Snowsight.

验证电子邮件地址

在访问支持系统之前，您必须验证电子邮件地址：

访问支持系统所需的权限

默认情况下，具有组织管理员 (ORGADMIN) 或账户管理员 (ACCOUNTADMIN) 角色的用户可以访问支持系统。

如果要让具有自定义角色的用户访问支持系统，具有管理员角色的用户必须授予该自定义角色一项或多项全局权限。

下表描述了可用权限，并指明了默认情况下具有每种权限的系统角色：

Snowflake 建议您为需要在最大范围内查看组织中支持工单历史记录的用户授予 MANAGE ORGANIZATION SUPPORT CASES 权限。

向个人用户授予访问支持系统的权限

只有组织管理员（具有 ORGADMIN 角色的用户）才能向角色授予 MANAGE ORGANIZATION SUPPORT CASES 权限。

只有账户管理员（具有 ACCOUNTADMIN 角色的用户）才能向角色授予 MANAGE ACCOUNT SUPPORT CASES 或 MANAGE USER SUPPORT CASES 权限。

To grant one or more of the privileges to a custom role, run a GRANT <privileges> … TO ROLE statement or use Snowsight.

For example, grant the MANAGE USER SUPPORT CASES privilege to the role myrole:

Copy codeExpand code block

GRANT MANAGE USER SUPPORT CASES ON ACCOUNT TO ROLE myrole;

Show lessSee more

Scroll to top

管理支持工单

When accessing the Support system for the first time, a user must select Enable Support.

创建支持工单

1. Sign in to Snowsight.
2. In the lower-left corner, select your name » Support.
3. Select + Support Case.
4. 填写并提交表单。提供尽可能多的有用信息，帮助 Snowflake Support 解决您的问题。
5. Optionally, add Snowflake users as watchers to your case to receive email notifications when the case is updated or comments are added. To add a user as a watcher, the user must have enabled the Support page, or have a registered user account in the Snowflake Community. If you add a watcher who has a role with sufficient privileges, they can also view, comment on, and modify the case.

在事件发生期间创建支持工单

During an incident, click Create Case on the incident banner in Snowsight to quickly create a related Support case. The summary, category, and sub-category fields are pre-filled to streamline the process.

• In Snowsight, select Support from the bottom navigation bar to view your Support cases. The Support Cases page displays new or ongoing incident summaries and their status.

向支持工单附加文件

最多可以向一个支持工单附加 30 个文件。

Each attachment must be no more than 2GB, and file names for attachments must be no more than 255 characters in length, including the file extension.

文件附件必须使用以下一种文件类型：

• gz
• gzip
• jpeg
• jpg
• log
• png
• txt
• zip

查看和更新支持工单

查看未结或已结的支持工单：

1. Sign in to Snowsight.
2. In the lower-left corner, select your name » Support.
3. 在支持工单表中，选择要查看的工单所在的行。此时将打开工单详细信息页面。

您可以为工单添加评论以回答有关问题或提供其他详细信息。

升级支持工单

If your case requires expedited resolution, escalate (https://community.snowflake.com/s/article/Escalate-Button-FAQ) the case:

1. Sign in to Snowsight.
2. In the lower-left corner, select your name » Support.
3. 在支持案例表中，选择要升级的工单所在的行。此时将打开工单详细信息页面。
4. Select Escalate Case.
5. 填写并提交表单。

解决支持工单

与此工单相关的业务需求得到解决后，请将其标记为已解决：

1. Sign in to Snowsight.
2. In the lower-left corner, select your name » Support.
3. 在支持工单表中，选择要解决的工单所在的行。此时将打开工单详细信息页面。
4. Select Resolve Case.
5. 确认您要解决此工单。

该工单关闭。

将观察者添加到工单中

You can add users as watchers to an active case, or when you create the case. You can only add other Support-enabled users as watchers. Your privileges determine the watchers available to you:

• Users with a role granted the MANAGE ACCOUNT SUPPORT CASES and MANAGE USER SUPPORT CASES privileges can add any support-enabled user in an account as a watcher.
• Users with a role granted the MANAGE ORGANIZATION SUPPORT CASES privilege can add any support-enabled users from any account in their organization as a watcher.

要将观察者添加到工单中，请执行以下步骤：

1. Sign in to Snowsight.
2. In the lower-left corner, select your name » Support.
3. 在支持工单表中，选择要查看的工单所在的行。此时将打开工单详细信息页面。
4. On the right side of the case details page, select Watchers.
5. 选择要添加为观察者的用户。