7.5. Opening and Updating Support Cases Using Interactive Mode

Procedure 7.2. Opening a New Support Case Using Interactive Mode

1. Start the tool by entering the following command:

   ~]# redhat-support-tool

   Copy to Clipboard Toggle word wrap
2. Enter the opencase command:

   Command (? for help): opencase

   Copy to Clipboard Toggle word wrap
3. Follow the on screen prompts to select a product and then a version.
4. Enter a summary of the case.
5. Enter a description of the case and press Ctrl+D on an empty line when complete.
6. Select a severity of the case.
7. Optionally chose to see if there is a solution to this problem before opening a support case.
8. Confirm you would still like to open the support case.

   Support case 0123456789 has successfully been opened

   Copy to Clipboard Toggle word wrap
9. Optionally chose to attach an SOS report.
10. Optionally chose to attach a file.

Procedure 7.3. Viewing and Updating an Existing Support Case Using Interactive Mode

1. Start the tool by entering the following command:

   ~]# redhat-support-tool

   Copy to Clipboard Toggle word wrap
2. Enter the getcase command:

   Command (? for help): getcase case-number

   Copy to Clipboard Toggle word wrap

   Where case-number is the number of the case you want to view and update.
3. Follow the on screen prompts to view the case, modify or add comments, and get or add attachments.

Procedure 7.4. Modifying an Existing Support Case Using Interactive Mode

1. Start the tool by entering the following command:

   ~]# redhat-support-tool

   Copy to Clipboard Toggle word wrap
2. Enter the modifycase command:

   Command (? for help): modifycase case-number

   Copy to Clipboard Toggle word wrap

   Where case-number is the number of the case you want to view and update.
3. The modify selection list appears:

   Type the number of the attribute to modify or 'e' to return to the previous menu.
    1 Modify Type
    2 Modify Severity
    3 Modify Status
    4 Modify Alternative-ID
    5 Modify Product
    6 Modify Version
   End of options.

   Copy to Clipboard Toggle word wrap

   Follow the on screen prompts to modify one or more of the options.
4. For example, to modify the status, enter 3:

   Selection: 3
    1   Waiting on Customer                                                        
    2   Waiting on Red Hat                                                         
    3   Closed                                                                     
   Please select a status (or 'q' to exit):

   Copy to Clipboard Toggle word wrap