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Chapter 4. Getting support

4.1. Getting support

If you experience difficulty with a procedure described in this documentation, or with Red Hat OpenShift Service on AWS 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. 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 Red Hat OpenShift Service on AWS version.

4.2. 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.

4.3. Searching the Red Hat Knowledgebase

In the event of an Red Hat OpenShift Service on AWS 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:

    • Red Hat OpenShift Service on AWS 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 Red Hat OpenShift Service on AWS product filter.
  6. Optional: Select the Documentation content type filter.

4.4. Submitting a support case

Prerequisites

  • You have access to the cluster as a user with the dedicated-admin role.
  • You have installed the OpenShift CLI (oc).
  • You have access to the Red Hat OpenShift Cluster Manager.

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 Red Hat OpenShift Service on AWS from the Product drop-down menu.
  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 Red Hat OpenShift Service on AWS Cluster ID is correct. If it is not, manually obtain your cluster ID.

    • To manually obtain your cluster ID using the Red Hat OpenShift Service on AWS 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 Red Hat OpenShift Service on AWS 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.
  11. Input relevant case management details and click Continue.
  12. Preview the case details and click Submit.

4.5. Additional resources

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