4.5. Submitting a support case

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 Device Edge from the Product drop-down menu.
   3. Select 4 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. Complete the following questions where prompted. Include which type of install type you are using, either RPM or embedded-image. 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?
9. Upload relevant diagnostic data files and click Continue. Include data gathered using the sos tool or etcd as a starting point, plus any issue-specific data that is not collected in those logs.
10. Add relevant case management details and click Continue.
11. Preview the case details and click Submit.