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Chapter 8. Accessing Support Using the Red Hat Support Tool
The Red Hat Support Tool, in the redhat-support-tool package, can function as both an interactive shell and as a single-execution program. It can be run over SSH
or from any terminal. It enables, for example, searching the Red Hat Knowledgebase from the command line, copying solutions directly on the command line, opening and updating support cases, and sending files to Red Hat for analysis.
8.1. Installing the Red Hat Support Tool
The Red Hat Support Tool is installed by default on Red Hat Enterprise Linux. If required, to ensure that it is, enter the following command as root
:
~]# yum install redhat-support-tool
8.2. Registering the Red Hat Support Tool Using the Command Line
To register the Red Hat Support Tool to the customer portal using the command line, run the following commands:
~]# redhat-support-tool config user username
Where username is the user name of the Red Hat Customer Portal account.
~]# redhat-support-tool config password
Please enter the password for username:
8.3. Using the Red Hat Support Tool in Interactive Shell Mode
To start the tool in interactive mode, enter the following command:
~]$ redhat-support-tool
Welcome to the Red Hat Support Tool.
Command (? for help):
The tool can be run as an unprivileged user, with a consequently reduced set of commands, or as root
.
The commands can be listed by entering the ?
character. The program or menu selection can be exited by entering the q
or e
character. You will be prompted for your Red Hat Customer Portal user name and password when you first search the Knowledgebase or support cases. Alternately, set the user name and password for your Red Hat Customer Portal account using interactive mode, and optionally save it to the configuration file.
8.4. Configuring the Red Hat Support Tool
When in interactive mode, the configuration options can be listed by entering the command config --help
:
~]# redhat-support-tool Welcome to the Red Hat Support Tool. Command (? for help): config --help Usage: config [options] config.option <new option value> Use the 'config' command to set or get configuration file values. Options: -h, --help show this help message and exit -g, --global Save configuration option in /etc/redhat-support-tool.conf. -u, --unset Unset configuration option. The configuration file options which can be set are: user : The Red Hat Customer Portal user. password : The Red Hat Customer Portal password. debug : CRITICAL, ERROR, WARNING, INFO, or DEBUG url : The support services URL. Default=https://api.access.redhat.com proxy_url : A proxy server URL. proxy_user: A proxy server user. proxy_password: A password for the proxy server user. ssl_ca : Path to certificate authorities to trust during communication. kern_debug_dir: Path to the directory where kernel debug symbols should be downloaded and cached. Default=/var/lib/redhat-support-tool/debugkernels Examples: - config user - config user my-rhn-username - config --unset user
Registering the Red Hat Support Tool Using Interactive Mode
To register the Red Hat Support Tool to the customer portal using interactive mode, proceed as follows:
Start the tool by entering the following command:
~]# redhat-support-tool
Enter your Red Hat Customer Portal user name:
Command (? for help):
config user username
To save your user name to the global configuration file, add the
-g
option.Enter your Red Hat Customer Portal password:
Command (? for help):
config password
Please enter the password for username:
8.4.1. Saving Settings to the Configuration Files
The Red Hat Support Tool, unless otherwise directed, stores values and options locally in the home directory of the current user, using the ~/.redhat-support-tool/redhat-support-tool.conf
configuration file. If required, it is recommended to save passwords to this file because it is only readable by that particular user. When the tool starts, it will read values from the global configuration file /etc/redhat-support-tool.conf
and from the local configuration file. Locally stored values and options take precedence over globally stored settings.
It is recommended not to save passwords in the global /etc/redhat-support-tool.conf
configuration file because the password is just base64
encoded and can easily be decoded. In addition, the file is world readable.
To save a value or option to the global configuration file, add the -g, --global
option as follows:
Command (? for help): config setting -g value
In order to be able to save settings globally, using the -g, --global
option, the Red Hat Support Tool must be run as root
because normal users do not have the permissions required to write to /etc/redhat-support-tool.conf
.
To remove a value or option from the local configuration file, add the -u, --unset
option as follows:
Command (? for help): config setting -u value
This will clear, unset, the parameter from the tool and fall back to the equivalent setting in the global configuration file, if available.
When running as an unprivileged user, values stored in the global configuration file cannot be removed using the -u, --unset
option, but they can be cleared, unset, from the current running instance of the tool by using the -g, --global
option simultaneously with the -u, --unset
option. If running as root
, values and options can be removed from the global configuration file using -g, --global
simultaneously with the -u, --unset
option.
8.5. Opening and Updating Support Cases Using Interactive Mode
Opening a New Support Case Using Interactive Mode
To open a new support case using interactive mode, proceed as follows:
Start the tool by entering the following command:
~]# redhat-support-tool
Enter the
opencase
command:Command (? for help):
opencase
- Follow the on screen prompts to select a product and then a version.
- Enter a summary of the case.
- Enter a description of the case and press Ctrl+D on an empty line when complete.
- Select a severity of the case.
- Optionally chose to see if there is a solution to this problem before opening a support case.
Confirm you would still like to open the support case.
Support case 0123456789 has successfully been opened
- Optionally chose to attach an SOS report.
- Optionally chose to attach a file.
Viewing and Updating an Existing Support Case Using Interactive Mode
To view and update an existing support case using interactive mode, proceed as follows:
Start the tool by entering the following command:
~]# redhat-support-tool
Enter the
getcase
command:Command (? for help):
getcase case-number
Where case-number is the number of the case you want to view and update.
- Follow the on screen prompts to view the case, modify or add comments, and get or add attachments.
Modifying an Existing Support Case Using Interactive Mode
To modify the attributes of an existing support case using interactive mode, proceed as follows:
Start the tool by entering the following command:
~]# redhat-support-tool
Enter the
modifycase
command:Command (? for help):
modifycase case-number
Where case-number is the number of the case you want to view and update.
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.
Follow the on screen prompts to modify one or more of the options.
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):
8.6. Viewing Support Cases on the Command Line
Viewing the contents of a case on the command line provides a quick and easy way to apply solutions from the command line.
To view an existing support case on the command line, enter a command as follows:
~]# redhat-support-tool getcase case-number
Where case-number is the number of the case you want to download.
8.7. Additional Resources
The Red Hat Knowledgebase article Red Hat Support Tool has additional information, examples, and video tutorials.