Getting help from IBM support

Getting help from the community

To access community help, visit the IBM Developer site and search on "API Connect" to see community topics.

Getting help from IBM support

If you cannot find the answer to your question by using online help, raise a support request by creating a case on the IBM Cloud Support page by completing the following steps:

1. Log in to the IBM Cloud dashboard with your IBM ID.
   Attention: You must open support requests using the IBM Cloud account that owns your API Connect V10 Reserved deployment. If you do not have access to that account, or can’t open support requests in that account, then contact your account owner to change access rights and permissions. For more information, see Assigning user access for working with support cases in the IBM Cloud docs.
2. Click Support.
3. On the Support Center page, locate the "Contact Support" section and click Create a case.
   
4. On the Create a Case page, look in the "Services" list and click API Connect.
   The list of services depends on your IBM Cloud account. If you do not see API Connect in the "Services" list, you can locate it as follows:

   1. Locate the "What do you need help with?" section.
   2. Review the text in that section and click the view all services link.
   3. In the complete list of services, locate API Connect and click it (services are listed in alphabetic order).

   It's important to create your case with the correct service so that IBM Support can track the case and assign the appropriate people to help you.

5. Use the fields on the Create a Case page to explain your problem:
   • Subject - Include key information for your specific V10 Reserved Instance deployment as a prefix for the short title that describes your case.
     Example: [APIC V10 RI - version - deployment/p-org]

     • Always begin with "APIC V10 RI" to ensure that IBM Support knows your issue is with a V10 reserved instance and not a public cloud service instance.
     • Replace version with the version of API Connect (v10.x) in the V10 Reserved Instance.
     • Replace deployment with the name of your V10 Reserved Instance system (which could have multiple provider orgs).
     • When required, replace p-org with the name of the provider organization that is experiencing the problem. The p-org name is especially important if you have multiple p-orgs for your V2018 Reserved Instance deployment and the support request is specific to just one p-org (and not generic to the deployment).
     • Try to keep the overall title to 50 characters or less; that field is shared with a tracking system that has length limits.
   • Description - Use this field to provide detailed information about your issue; for example:
     • Additional identifier information: Catalog name, API Name, URL for API, Portal name, Portal URL
     • A sample cURL command for failing API calls. The command does not have to work and does not have to include all ID/Secret/Token values, to provide value to the problem investigation
     Important: Do not include your private key in your Support request.
   • Attachments - Optionally attach files to help explain your issue (for example, screen captures). Click the next to "Supported file types" to see the complete list of allowed file types. Helpful attachments include:
     • A (compressed) CSV file containing exported analytics for failing APIs, to ensure we see the correct calls and the failure patterns
     • A copy of the API YAML file, with personal data such as IDs, secrets, tokens, and passwords removed
     • A copy of a browser HAR trace file, if the problem is related to the behavior of the API Connect UI
6. Click Create to submit your new case.

To view a case's status, look in the "Recent cases" section of the Support Center page. If you don't see the case you're looking for, click View all open cases.