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Chapter 3. Getting support

3.1. Getting support

If you experience difficulty with a procedure described in this documentation, or with OpenShift Container Platform in general, visit the Red Hat Customer Portal. From the Customer Portal, you can:

  • Search or browse through the Red Hat Knowledgebase of articles and solutions relating to Red Hat products.
  • Submit a support case to Red Hat Support.
  • Access other product documentation.

To identify issues with your cluster, you can use Insights in OpenShift Cluster Manager Hybrid Cloud Console. Insights provides details about issues and, if available, information on how to solve a problem.

If you have a suggestion for improving this documentation or have found an error, submit a Jira issue for the most relevant documentation component. Please provide specific details, such as the section name and OpenShift Container Platform version.

3.2. About the Red Hat Knowledgebase

The Red Hat Knowledgebase provides rich content aimed at helping you make the most of Red Hat’s products and technologies. The Red Hat Knowledgebase consists of articles, product documentation, and videos outlining best practices on installing, configuring, and using Red Hat products. In addition, you can search for solutions to known issues, each providing concise root cause descriptions and remedial steps.

3.3. Searching the Red Hat Knowledgebase

In the event of an OpenShift Container Platform issue, you can perform an initial search to determine if a solution already exists within the Red Hat Knowledgebase.

Prerequisites

  • You have a Red Hat Customer Portal account.

Procedure

  1. Log in to the Red Hat Customer Portal.
  2. Click Search.

  3. In the search field, input keywords and strings relating to the problem, including:

    • OpenShift Container Platform components (such as etcd)
    • Related procedure (such as installation)
    • Warnings, error messages, and other outputs related to explicit failures
  4. Click the Enter key.
  5. Optional: Select the OpenShift Container Platform product filter.
  6. Optional: Select the Documentation content type filter.

3.4. Submitting a support case

Prerequisites

  • You have access to the cluster as a user with the cluster-admin role.
  • You have installed the OpenShift CLI (oc).
  • You have a Red Hat Customer Portal account.
  • You have a Red Hat standard or premium Subscription.

Procedure

  1. Log in to the Customer Support page of the Red Hat Customer Portal.
  2. Click Get support.

  3. On the Cases tab of the Customer Support page:

    1. Optional: Change the pre-filled account and owner, if needed.
    2. Select the appropriate category for your issue,such as Bug or Defect, and click Continue.

  4. Enter the following information:

    1. In the Summary field, enter a concise but descriptive problem summary and further details about the symptoms being experienced, as well as your expectations.
    2. Select OpenShift Container Platform from the Product drop-down menu.
    3. Select 4.12 from the Version drop-down.
  5. Review the list of suggested Red Hat Knowledgebase solutions for a potential match against the problem that is being reported. If the suggested articles do not address the issue, click Continue.
  6. Review the updated list of suggested Red Hat Knowledgebase solutions for a potential match against the problem that is being reported. The list is refined as you provide more information during the case creation process. If the suggested articles do not address the issue, click Continue.
  7. Ensure that the account information presented is as expected, and if not, amend accordingly.

  8. Check that the autofilled OpenShift Container Platform Cluster ID is correct. If it is not, manually obtain your cluster ID.

    • To manually obtain your cluster ID using the OpenShift Container Platform web console:

      1. Navigate to Home Overview.
      2. Find the value in the Cluster ID field of the Details section.

    • Alternatively, it is possible to open a new support case through the OpenShift Container Platform web console and have your cluster ID autofilled.

      1. From the toolbar, navigate to (?) Help Open Support Case.
      2. The Cluster ID value is autofilled.

    • To obtain your cluster ID using the OpenShift CLI (oc), run the following command: 

      $ oc get clusterversion -o jsonpath='{.items[].spec.clusterID}{"\n"}'

  9. Complete the following questions where prompted and then click Continue:

    • Where are you experiencing the behavior? What environment?
    • When does the behavior occur? Frequency? Repeatedly? At certain times?
    • What information can you provide around time-frames and the business impact?
  10. Upload relevant diagnostic data files and click Continue. It is recommended to include data gathered using the oc adm must-gather command as a starting point, plus any issue specific data that is not collected by that command.
  11. Input relevant case management details and click Continue.
  12. Preview the case details and click Submit.

3.5. Additional resources

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