Chapter 21. Red Hat Satellite User Interface Plug-ins
21.1. Red Hat Access Plug-in
The Red Hat Access pre-installed plug-in lets you access several Red Hat Customer Portal services from within the Red Hat Satellite web interface.
The Red Hat Access plug-in provides the following services:
Note
To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password.
21.1.1. Searching for Solutions in the Red Hat Access Plug-in
The Red Hat Access plug-in provides search capabilities that look through the solutions database available in the Red Hat Customer Portal without needing to log in to the Customer Portal interface.
To search for solutions from the Red Hat Satellite Server:
- In the top right, click
. - To log into the Red Hat Customer Portal: In the main panel top right, click.
Note
To access Red Hat Customer Portal resources, you need to log in with your Red Hat Customer Portal user identification and password. - In the Red Hat Search: field, enter your search query. Search results display in the left-hand Recommendations list.
- In the Recommendations list, click a solution. The solution article displays in the main panel.
21.1.2. Using Logs in the Red Hat Access Plug-in
The log file viewer lets you view the log files and isolate log snippets. Send the log snippets through the Customer Portal diagnostic tool chain to help with problem solving.
To use the logs diagnostic tool, from the Red Hat Satellite Server:
- In the top right, click
. - In the mail panel top right, clickto log into the Red Hat Customer Portal. If you are already logged in, skip this step.
Note
To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password. - In the left file tree, select a log file and click the filename.
- Click. A pop-up window displays the log file contents.
- In the log file, highlight any text sections you want diagnosed. Thebutton displays.
- Click. The system sends the highlighted information to the Red Hat Customer Portal, and provides solutions that closely match the provided log information.
- If a solution does the following:
- Matches the problem, click the solution and follow the required steps to troubleshoot the issue.
- Does not match the problem, click Section 21.1.5, “Creating New Support Cases Using the Red Hat Access Plug-in”.. The support case pre-populates with the highlighted text from the log file. See
21.1.3. Viewing Existing Support Cases Using the Red Hat Access Plug-in
To view existing support cases from the Red Hat Satellite Server:
- In the top right, click
. - In the main panel top right, clickto log into the Red Hat Customer Portal. If you are already logged in, skip this step.
Note
To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password. - To search for a specific support case from existing cases, do any of the following:
- In the Search field, provide a key word or phrase.
- From the drop-down list, choose a specific Case Group. Your organization has defined Case Groups inside the Red Hat Customer Portal.
- Choose a Case Status.
- From the results, choose a specific support case and click the Case ID. The support case is ready to view.
21.1.4. Modifying Existing Support Cases Using the Red Hat Access Plug-in
Prerequisites
Complete the instructions from the previous section.
Update Support Cases from the Red Hat Satellite Server web interface. When viewing the support case, scroll down to the sections marked to do the following:
- Attachments: - Attach a local file from the system. Add a filename to make it easier to identify.
Note
Filenames must have less than 80 characters. The maximum file size for web uploaded attachments is 250 MB. Use FTP for larger files. - Case Discussion: - Add any updated information about the case you wish to discuss with Global Support Services. After adding information, click .
21.1.5. Creating New Support Cases Using the Red Hat Access Plug-in
- In the top right, click
. - In the main panel top right, clickto log into the Red Hat Customer Portal. If you are already logged in, skip this step.
Note
To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password. - The Product and Product Version fields are automatically populated. Complete the other relevant fields, as follows:
- Summary: - Provide a brief summary of the issue.
- Description: - Write a detailed description of the issue.
Note
Based on the summary, recommendations for possible solutions display in the main panel.
- Click. A second screen displays.
- Choose the appropriate options, as follows:
- Severity: Select the ticket urgency as 4 (low), 3 (normal), 2 (high> or 1 (urgent).
- Case Group: Based on who needs to be notified, create case groups associated with the support case. Select Case Groups in Red Hat Satellite. Create Case Groups within the Customer Portal.
- Attach any required files. Add a file description and click.To ensure you provide relevant information, it is recommended that you attach the output of the following commands:
# sosreport # foreman-debug
Important
foreman-debug
removes all security information such as password, tokens and keys while collecting information. However, the tarball can still contain sensitive information about the Red Hat Satellite Server. It is recommended to send this information directly to the intended recipient and not publicly.Note
Filenames must have less than 80 characters. The maximum file size for web uploaded attachments is 250 MB. Use FTP for larger files. - Click. The system uploads the case to the Customer Portal, and provides a case number for your reference.