Chapter 3. Getting support

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.

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 details 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 4.17 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:

   • What are you experiencing? What are you expecting to happen?
   • Define the value or impact to you or the business.
   • Where are you experiencing this behavior? What environment?
   • When does this behavior occur? Frequency? Repeatedly? At certain times?
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.