Delen via


Support Tickets - Update

This API allows you to update the severity level, ticket status, advanced diagnostic consent and your contact information in the support ticket.

Note: The severity levels cannot be changed if a support ticket is actively being worked upon by an Azure support engineer. In such a case, contact your support engineer to request severity update by adding a new communication using the Communications API.

PATCH https://management.azure.com/subscriptions/{subscriptionId}/providers/Microsoft.Support/supportTickets/{supportTicketName}?api-version=2024-04-01

URI Parameters

Name In Required Type Description
subscriptionId
path True

string

uuid

The ID of the target subscription. The value must be an UUID.

supportTicketName
path True

string

Support ticket name.

api-version
query True

string

The API version to use for this operation.

Request Body

Name Type Description
advancedDiagnosticConsent

Consent

Advanced diagnostic consent to be updated on the support ticket.

contactDetails

UpdateContactProfile

Contact details to be updated on the support ticket.

secondaryConsent

SecondaryConsent[]

This property indicates secondary consents for the support ticket

severity

SeverityLevel

Severity level.

status

Status

Status to be updated on the ticket.

Responses

Name Type Description
200 OK

SupportTicketDetails

Successfully updated support ticket.

Other Status Codes

ErrorResponse

Error response describing why the operation failed.

Security

azure_auth

Azure Active Directory OAuth2 Flow.

Type: oauth2
Flow: implicit
Authorization URL: https://login.microsoftonline.com/common/oauth2/authorize

Scopes

Name Description
user_impersonation impersonate your user account

Examples

Update advanced diagnostic consent of a subscription support ticket
Update contact details of a subscription support ticket
Update severity of a subscription support ticket
Update status of a subscription support ticket

Sample request

PATCH https://management.azure.com/subscriptions/132d901f-189d-4381-9214-fe68e27e05a1/providers/Microsoft.Support/supportTickets/testticket?api-version=2024-04-01

{
  "advancedDiagnosticConsent": "Yes"
}

Sample response

{
  "id": "/subscriptions/132d901f-189d-4381-9214-fe68e27e05a1/providers/Microsoft.Support/supportTickets/testticket",
  "name": "testticket",
  "type": "Microsoft.Support/supportTickets",
  "properties": {
    "supportTicketId": "118032014183770",
    "description": "This is a test - please ignore",
    "problemClassificationId": "/providers/Microsoft.Support/services/subscription_management_service_guid/problemClassifications/problemClassification_guid",
    "problemClassificationDisplayName": "Add or Edit VAT, TAX ID, or PO Number",
    "severity": "critical",
    "require24X7Response": false,
    "advancedDiagnosticConsent": "Yes",
    "supportPlanId": "U291cmNlOlNDTSxDbGFyaWZ5SW5zdGFsbGF0aW9uU2l0ZUlkOjcsTGluZUl0ZW1JZDo5ODY1NzIyOSxDb250cmFjdElkOjk4NjU5MTk0LFN1YnNjcmlwdGlvbklkOjc2Y2I3N2ZhLThiMTctNGVhYi05NDkzLWI2NWRhY2U5OTgxMyw=",
    "fileWorkspaceName": "6f16735c-1530836f-e9970f1a-2e49-47b7-96cd-9746b83aa066",
    "contactDetails": {
      "firstName": "abc",
      "lastName": "xyz",
      "preferredContactMethod": "email",
      "primaryEmailAddress": "test.name@contoso.com",
      "additionalEmailAddresses": [
        "tname@contoso.com",
        "teamtest@contoso.com"
      ],
      "preferredTimeZone": "Pacific Standard Time",
      "country": "USA",
      "preferredSupportLanguage": "en-US"
    },
    "serviceLevelAgreement": {
      "startTime": "2020-03-20T21:36:18Z",
      "expirationTime": "2020-03-21T17:36:18Z",
      "slaMinutes": 240
    },
    "supportEngineer": {
      "emailAddress": "xyz@contoso.com"
    },
    "supportPlanType": "Premier",
    "supportPlanDisplayName": "Premier",
    "title": "Test - please ignore",
    "serviceId": "/providers/Microsoft.Support/services/subscription_management_service_guid",
    "serviceDisplayName": "Subscription management",
    "status": "Open",
    "createdDate": "2020-03-20T21:36:18Z",
    "modifiedDate": "2020-03-20T21:36:23Z"
  }
}

Update contact details of a subscription support ticket

Sample request

PATCH https://management.azure.com/subscriptions/132d901f-189d-4381-9214-fe68e27e05a1/providers/Microsoft.Support/supportTickets/testticket?api-version=2024-04-01

{
  "contactDetails": {
    "firstName": "first name",
    "lastName": "last name",
    "preferredContactMethod": "email",
    "primaryEmailAddress": "test.name@contoso.com",
    "additionalEmailAddresses": [
      "tname@contoso.com",
      "teamtest@contoso.com"
    ],
    "phoneNumber": "123-456-7890",
    "preferredTimeZone": "Pacific Standard Time",
    "country": "USA",
    "preferredSupportLanguage": "en-US"
  }
}

Sample response

{
  "id": "/subscriptions/132d901f-189d-4381-9214-fe68e27e05a1/providers/Microsoft.Support/supportTickets/testticket",
  "name": "testticket",
  "type": "Microsoft.Support/supportTickets",
  "properties": {
    "supportTicketId": "118032014183770",
    "description": "This is a test - please ignore",
    "problemClassificationId": "/providers/Microsoft.Support/services/subscription_management_service_guid/problemClassifications/problemClassification_guid",
    "problemClassificationDisplayName": "Add or Edit VAT, TAX ID, or PO Number",
    "severity": "critical",
    "require24X7Response": false,
    "advancedDiagnosticConsent": "No",
    "supportPlanId": "U291cmNlOlNDTSxDbGFyaWZ5SW5zdGFsbGF0aW9uU2l0ZUlkOjcsTGluZUl0ZW1JZDo5ODY1NzIyOSxDb250cmFjdElkOjk4NjU5MTk0LFN1YnNjcmlwdGlvbklkOjc2Y2I3N2ZhLThiMTctNGVhYi05NDkzLWI2NWRhY2U5OTgxMyw=",
    "fileWorkspaceName": "6f16735c-1530836f-e9970f1a-2e49-47b7-96cd-9746b83aa066",
    "contactDetails": {
      "firstName": "first name",
      "lastName": "last name",
      "preferredContactMethod": "email",
      "primaryEmailAddress": "test.name@contoso.com",
      "additionalEmailAddresses": [
        "tname@contoso.com",
        "teamtest@contoso.com"
      ],
      "phoneNumber": "123-456-7890",
      "preferredTimeZone": "Pacific Standard Time",
      "country": "USA",
      "preferredSupportLanguage": "en-US"
    },
    "serviceLevelAgreement": {
      "startTime": "2020-03-20T21:36:18Z",
      "expirationTime": "2020-03-21T17:36:18Z",
      "slaMinutes": 240
    },
    "supportEngineer": {
      "emailAddress": "xyz@contoso.com"
    },
    "supportPlanType": "Premier",
    "supportPlanDisplayName": "Premier",
    "title": "Test - please ignore",
    "serviceId": "/providers/Microsoft.Support/services/subscription_management_service_guid",
    "serviceDisplayName": "Subscription management",
    "status": "Open",
    "createdDate": "2020-03-20T21:36:18Z",
    "modifiedDate": "2020-03-20T21:36:23Z"
  }
}

Update severity of a subscription support ticket

Sample request

PATCH https://management.azure.com/subscriptions/132d901f-189d-4381-9214-fe68e27e05a1/providers/Microsoft.Support/supportTickets/testticket?api-version=2024-04-01

{
  "severity": "critical"
}

Sample response

{
  "id": "/subscriptions/132d901f-189d-4381-9214-fe68e27e05a1/providers/Microsoft.Support/supportTickets/testticket",
  "name": "testticket",
  "type": "Microsoft.Support/supportTickets",
  "properties": {
    "supportTicketId": "118032014183770",
    "description": "This is a test - please ignore",
    "problemClassificationId": "/providers/Microsoft.Support/services/subscription_management_service_guid/problemClassifications/problemClassification_guid",
    "problemClassificationDisplayName": "Add or Edit VAT, TAX ID, or PO Number",
    "severity": "critical",
    "require24X7Response": false,
    "advancedDiagnosticConsent": "No",
    "supportPlanId": "U291cmNlOlNDTSxDbGFyaWZ5SW5zdGFsbGF0aW9uU2l0ZUlkOjcsTGluZUl0ZW1JZDo5ODY1NzIyOSxDb250cmFjdElkOjk4NjU5MTk0LFN1YnNjcmlwdGlvbklkOjc2Y2I3N2ZhLThiMTctNGVhYi05NDkzLWI2NWRhY2U5OTgxMyw=",
    "fileWorkspaceName": "6f16735c-1530836f-e9970f1a-2e49-47b7-96cd-9746b83aa066",
    "contactDetails": {
      "firstName": "abc",
      "lastName": "xyz",
      "preferredContactMethod": "email",
      "primaryEmailAddress": "test.name@contoso.com",
      "additionalEmailAddresses": [
        "tname@contoso.com",
        "teamtest@contoso.com"
      ],
      "preferredTimeZone": "Pacific Standard Time",
      "country": "USA",
      "preferredSupportLanguage": "en-US"
    },
    "serviceLevelAgreement": {
      "startTime": "2020-03-20T21:36:18Z",
      "expirationTime": "2020-03-21T17:36:18Z",
      "slaMinutes": 240
    },
    "supportEngineer": {
      "emailAddress": "xyz@contoso.com"
    },
    "supportPlanType": "Premier",
    "supportPlanDisplayName": "Premier",
    "title": "Test - please ignore",
    "serviceId": "/providers/Microsoft.Support/services/subscription_management_service_guid",
    "serviceDisplayName": "Subscription management",
    "status": "Open",
    "createdDate": "2020-03-20T21:36:18Z",
    "modifiedDate": "2020-03-20T21:36:23Z"
  }
}

Update status of a subscription support ticket

Sample request

PATCH https://management.azure.com/subscriptions/132d901f-189d-4381-9214-fe68e27e05a1/providers/Microsoft.Support/supportTickets/testticket?api-version=2024-04-01

{
  "status": "closed"
}

Sample response

{
  "id": "/subscriptions/132d901f-189d-4381-9214-fe68e27e05a1/providers/Microsoft.Support/supportTickets/testticket",
  "name": "testticket",
  "type": "Microsoft.Support/supportTickets",
  "properties": {
    "supportTicketId": "118032014183770",
    "description": "This is a test - please ignore",
    "problemClassificationId": "/providers/Microsoft.Support/services/subscription_management_service_guid/problemClassifications/problemClassification_guid",
    "problemClassificationDisplayName": "Add or Edit VAT, TAX ID, or PO Number",
    "severity": "critical",
    "require24X7Response": false,
    "advancedDiagnosticConsent": "No",
    "supportPlanId": "U291cmNlOlNDTSxDbGFyaWZ5SW5zdGFsbGF0aW9uU2l0ZUlkOjcsTGluZUl0ZW1JZDo5ODY1NzIyOSxDb250cmFjdElkOjk4NjU5MTk0LFN1YnNjcmlwdGlvbklkOjc2Y2I3N2ZhLThiMTctNGVhYi05NDkzLWI2NWRhY2U5OTgxMyw=",
    "fileWorkspaceName": "6f16735c-1530836f-e9970f1a-2e49-47b7-96cd-9746b83aa066",
    "contactDetails": {
      "firstName": "abc",
      "lastName": "xyz",
      "preferredContactMethod": "email",
      "primaryEmailAddress": "test.name@contoso.com",
      "additionalEmailAddresses": [
        "tname@contoso.com",
        "teamtest@contoso.com"
      ],
      "preferredTimeZone": "Pacific Standard Time",
      "country": "USA",
      "preferredSupportLanguage": "en-US"
    },
    "serviceLevelAgreement": {
      "startTime": "2020-03-20T21:36:18Z",
      "expirationTime": "2020-03-21T17:36:18Z",
      "slaMinutes": 240
    },
    "supportEngineer": {
      "emailAddress": null
    },
    "supportPlanType": "Premier",
    "supportPlanDisplayName": "Premier",
    "title": "Test - please ignore",
    "serviceId": "/providers/Microsoft.Support/services/subscription_management_service_guid",
    "serviceDisplayName": "Subscription management",
    "status": "Closed",
    "createdDate": "2020-03-20T21:36:18Z",
    "modifiedDate": "2020-03-20T21:36:23Z"
  }
}

Definitions

Name Description
Consent

Advanced diagnostic consent to be updated on the support ticket.

ContactProfile

Contact information associated with the support ticket.

ErrorAdditionalInfo

The resource management error additional info.

ErrorDetail

The error detail.

ErrorResponse

Error response

IsTemporaryTicket

This property indicates if support ticket is a temporary ticket.

PreferredContactMethod

Preferred contact method.

QuotaChangeRequest

This property is required for providing the region and new quota limits.

QuotaTicketDetails

Additional set of information required for quota increase support ticket for certain quota types, e.g.: Virtual machine cores. Get complete details about Quota payload support request along with examples at Support quota request.

SecondaryConsent

This property indicates secondary consent for the support ticket.

ServiceLevelAgreement

Service Level Agreement details for a support ticket.

SeverityLevel

A value that indicates the urgency of the case, which in turn determines the response time according to the service level agreement of the technical support plan you have with Azure. Note: 'Highest critical impact', also known as the 'Emergency - Severe impact' level in the Azure portal is reserved only for our Premium customers.

Status

Status to be updated on the ticket.

SupportEngineer

Support engineer information.

SupportTicketDetails

Object that represents SupportTicketDetails resource.

TechnicalTicketDetails

Additional information for technical support ticket.

UpdateContactProfile

Contact information associated with the support ticket.

UpdateSupportTicket

Updates severity, ticket status, contact details, advanced diagnostic consent and secondary consent in the support ticket.

UserConsent

User consent value provided

Advanced diagnostic consent to be updated on the support ticket.

Name Type Description
No

string

Yes

string

ContactProfile

Contact information associated with the support ticket.

Name Type Description
additionalEmailAddresses

string[]

Additional email addresses listed will be copied on any correspondence about the support ticket.

country

string

Country of the user. This is the ISO 3166-1 alpha-3 code.

firstName

string

First name.

lastName

string

Last name.

phoneNumber

string

Phone number. This is required if preferred contact method is phone.

preferredContactMethod

PreferredContactMethod

Preferred contact method.

preferredSupportLanguage

string

Preferred language of support from Azure. Support languages vary based on the severity you choose for your support ticket. Learn more at Azure Severity and responsiveness. Use the standard language-country code. Valid values are 'en-us' for English, 'zh-hans' for Chinese, 'es-es' for Spanish, 'fr-fr' for French, 'ja-jp' for Japanese, 'ko-kr' for Korean, 'ru-ru' for Russian, 'pt-br' for Portuguese, 'it-it' for Italian, 'zh-tw' for Chinese and 'de-de' for German.

preferredTimeZone

string

Time zone of the user. This is the name of the time zone from Microsoft Time Zone Index Values.

primaryEmailAddress

string

Primary email address.

ErrorAdditionalInfo

The resource management error additional info.

Name Type Description
info

object

The additional info.

type

string

The additional info type.

ErrorDetail

The error detail.

Name Type Description
additionalInfo

ErrorAdditionalInfo[]

The error additional info.

code

string

The error code.

details

ErrorDetail[]

The error details.

message

string

The error message.

target

string

The error target.

ErrorResponse

Error response

Name Type Description
error

ErrorDetail

The error object.

IsTemporaryTicket

This property indicates if support ticket is a temporary ticket.

Name Type Description
No

string

Yes

string

PreferredContactMethod

Preferred contact method.

Name Type Description
email

string

phone

string

QuotaChangeRequest

This property is required for providing the region and new quota limits.

Name Type Description
payload

string

Payload of the quota increase request.

region

string

Region for which the quota increase request is being made.

QuotaTicketDetails

Additional set of information required for quota increase support ticket for certain quota types, e.g.: Virtual machine cores. Get complete details about Quota payload support request along with examples at Support quota request.

Name Type Description
quotaChangeRequestSubType

string

Required for certain quota types when there is a sub type, such as Batch, for which you are requesting a quota increase.

quotaChangeRequestVersion

string

Quota change request version.

quotaChangeRequests

QuotaChangeRequest[]

This property is required for providing the region and new quota limits.

SecondaryConsent

This property indicates secondary consent for the support ticket.

Name Type Description
type

string

The service name for which the secondary consent is being provided. The value needs to be retrieved from the Problem Classification API response.

userConsent

UserConsent

User consent value provided

ServiceLevelAgreement

Service Level Agreement details for a support ticket.

Name Type Description
expirationTime

string

Time in UTC (ISO 8601 format) when the service level agreement expires.

slaMinutes

integer

Service Level Agreement in minutes.

startTime

string

Time in UTC (ISO 8601 format) when the service level agreement starts.

SeverityLevel

A value that indicates the urgency of the case, which in turn determines the response time according to the service level agreement of the technical support plan you have with Azure. Note: 'Highest critical impact', also known as the 'Emergency - Severe impact' level in the Azure portal is reserved only for our Premium customers.

Name Type Description
critical

string

highestcriticalimpact

string

minimal

string

moderate

string

Status

Status to be updated on the ticket.

Name Type Description
closed

string

open

string

SupportEngineer

Support engineer information.

Name Type Description
emailAddress

string

Email address of the Azure Support engineer assigned to the support ticket.

SupportTicketDetails

Object that represents SupportTicketDetails resource.

Name Type Description
id

string

Id of the resource.

name

string

Name of the resource.

properties.advancedDiagnosticConsent

Consent

Advanced diagnostic consent to be updated on the support ticket.

properties.contactDetails

ContactProfile

Contact information of the user requesting to create a support ticket.

properties.createdDate

string

Time in UTC (ISO 8601 format) when the support ticket was created.

properties.description

string

Detailed description of the question or issue.

properties.enrollmentId

string

Enrollment Id associated with the support ticket.

properties.fileWorkspaceName

string

File workspace name.

properties.isTemporaryTicket

IsTemporaryTicket

This property indicates if support ticket is a temporary ticket.

properties.modifiedDate

string

Time in UTC (ISO 8601 format) when the support ticket was last modified.

properties.problemClassificationDisplayName

string

Localized name of problem classification.

properties.problemClassificationId

string

Each Azure service has its own set of issue categories, also known as problem classification. This parameter is the unique Id for the type of problem you are experiencing.

properties.problemScopingQuestions

string

Problem scoping questions associated with the support ticket.

properties.problemStartTime

string

Time in UTC (ISO 8601 format) when the problem started.

properties.quotaTicketDetails

QuotaTicketDetails

Additional ticket details associated with a quota support ticket request.

properties.require24X7Response

boolean

Indicates if this requires a 24x7 response from Azure.

properties.secondaryConsent

SecondaryConsent[]

This property indicates secondary consents for the support ticket

properties.serviceDisplayName

string

Localized name of the Azure service.

properties.serviceId

string

This is the resource Id of the Azure service resource associated with the support ticket.

properties.serviceLevelAgreement

ServiceLevelAgreement

Service Level Agreement information for this support ticket.

properties.severity

SeverityLevel

A value that indicates the urgency of the case, which in turn determines the response time according to the service level agreement of the technical support plan you have with Azure. Note: 'Highest critical impact', also known as the 'Emergency - Severe impact' level in the Azure portal is reserved only for our Premium customers.

properties.status

string

Status of the support ticket.

properties.supportEngineer

SupportEngineer

Information about the support engineer working on this support ticket.

properties.supportPlanDisplayName

string

Support plan type associated with the support ticket.

properties.supportPlanId

string

Support plan id associated with the support ticket.

properties.supportPlanType

string

Support plan type associated with the support ticket.

properties.supportTicketId

string

System generated support ticket Id that is unique.

properties.technicalTicketDetails

TechnicalTicketDetails

Additional ticket details associated with a technical support ticket request.

properties.title

string

Title of the support ticket.

type

string

Type of the resource 'Microsoft.Support/supportTickets'.

TechnicalTicketDetails

Additional information for technical support ticket.

Name Type Description
resourceId

string

This is the resource Id of the Azure service resource (For example: A virtual machine resource or an HDInsight resource) for which the support ticket is created.

UpdateContactProfile

Contact information associated with the support ticket.

Name Type Description
additionalEmailAddresses

string[]

Email addresses listed will be copied on any correspondence about the support ticket.

country

string

Country of the user. This is the ISO 3166-1 alpha-3 code.

firstName

string

First name.

lastName

string

Last name.

phoneNumber

string

Phone number. This is required if preferred contact method is phone.

preferredContactMethod

PreferredContactMethod

Preferred contact method.

preferredSupportLanguage

string

Preferred language of support from Azure. Support languages vary based on the severity you choose for your support ticket. Learn more at Azure Severity and responsiveness. Use the standard language-country code. Valid values are 'en-us' for English, 'zh-hans' for Chinese, 'es-es' for Spanish, 'fr-fr' for French, 'ja-jp' for Japanese, 'ko-kr' for Korean, 'ru-ru' for Russian, 'pt-br' for Portuguese, 'it-it' for Italian, 'zh-tw' for Chinese and 'de-de' for German.

preferredTimeZone

string

Time zone of the user. This is the name of the time zone from Microsoft Time Zone Index Values.

primaryEmailAddress

string

Primary email address.

UpdateSupportTicket

Updates severity, ticket status, contact details, advanced diagnostic consent and secondary consent in the support ticket.

Name Type Description
advancedDiagnosticConsent

Consent

Advanced diagnostic consent to be updated on the support ticket.

contactDetails

UpdateContactProfile

Contact details to be updated on the support ticket.

secondaryConsent

SecondaryConsent[]

This property indicates secondary consents for the support ticket

severity

SeverityLevel

Severity level.

status

Status

Status to be updated on the ticket.

UserConsent

User consent value provided

Name Type Description
No

string

Yes

string