Prerequisit es
Chapter 21. Red Hat Satellite User Interface Plug-ins 21.1 Accessing Cust omer Port al Services from Red Hat
Sat ellit e
The Re d Hat Acce s s pre -ins talle d plug-in le ts you acce s s s e ve ral Re d Hat Cus tome r Portal s e rvice s from within the Re d Hat Sate llite we b inte rface .
The Re d Hat Acce s s plug-in provide s the following s e rvice s :
Search: Se arch s olutions in the Cus tome r Portal from within the Re d Hat Sate llite
inte rface .
Lo gs: Se nd s pe cific parts (s nippe ts ) of the log file s to as s is t in proble m s olving. Se nd
the s e log s nippe ts to the Re d Hat Cus tome r Portal diagnos tic tool chain.
Suppo rt : Acce s s your ope n s upport cas e s , modify an ope n s upport cas e and ope n a
ne w s upport cas e from within the Re d Hat Sate llite inte rface .
Note
To acce s s Re d Hat Cus tome r Portal re s ource s , you mus t log in with your Re d Hat Cus tome r Portal us e r ide ntification and pas s word.
21.1.1. Searching for Solut ions in t he Red Hat Access Plug-in
The Re d Hat Acce s s plug-in provide s s e arch capabilitie s that look through the s olutions databas e available in the Re d Hat Cus tome r Portal without ne e ding to log in to the Cus tome r Portal inte rface .
Pro cedure 21.1. T o Search f o r So lut io ns f ro m t he Red Hat Sat ellit e Server:
1. In the uppe r right, click Red Hat Access → Search.
2. If ne ce s s ary, log in to the Re d Hat Cus tome r Portal. In the main pane l on the uppe r right, click Log In.
Note
To acce s s Re d Hat Cus tome r Portal re s ource s , you mus t log in with your Re d Hat Cus tome r Portal us e r ide ntification and pas s word.
3. In the Red Hat Search fie ld, e nte r your s e arch que ry. Se arch re s ults dis play in the le ft-hand Recommendations lis t.
4. In the Recommendations lis t, click a s olution. The s olution article dis plays in the main pane l.
The log file vie we r le ts you vie w the log file s and is olate log s nippe ts . You can als o s e nd the log s nippe ts through the Cus tome r Portal diagnos tic tool chain to as s is t with proble m s olving.
Pro cedure 21.2. T o Use t he Lo gs Diagno st ic T o o l f ro m t he Red Hat Sat ellit e Server:
1. In the uppe r right, click Red Hat Access → Lo gs.
2. If ne ce s s ary, log in to the Re d Hat Cus tome r Portal. In the main pane l on the uppe r right, click Lo g In.
Note
To acce s s Re d Hat Cus tome r Portal re s ource s , you mus t log in with your Re d Hat Cus tome r Portal us e r ide ntification and pas s word.
3. In the le ft file tre e , s e le ct a log file and click the file name .
4. Click Select File. A pop-up window dis plays the log file conte nts .
5. In the log file , highlight any te xt s e ctions you want diagnos e d. The Red Hat Diagnose button dis plays .
6. Click Red Hat Diagnose. The s ys te m s e nds the highlighte d information to the
Re d Hat Cus tome r Portal, and provide s s olutions that clos e ly match the provide d log information.
7. If a s olution doe s the following:
Matche s the proble m, click the s olution and follow the re quire d s te ps to trouble s hoot the is s ue .
Doe s not match the proble m, click Open a New Support Case. The s upport cas e is populate d with the highlighte d te xt from the log file . Se e Se ction 21.1.5,
“Cre ating Support Cas e s Us ing the Re d Hat Acce s s Plug-in”.
21.1.3. Viewing Exist ing Support Cases Using t he Red Hat Access Plug-
in
You can vie w your e xis ting s upport cas e from your Re d Hat Sate llite Se rve r us ing the Re d Hat Acce s s Plug-in.
Pro cedure 21.3. T o View Exist ing Suppo rt Cases f ro m t he Red Hat Sat ellit e Server:
1. In the uppe r right, click Red Hat Access → Suppo rt → My Cases.
2. If ne ce s s ary, log in to the Re d Hat Cus tome r Portal. In the main pane l on the uppe r right, click Lo g In.
Note
To acce s s Re d Hat Cus tome r Portal re s ource s , you mus t log in with your Re d Hat Cus tome r Portal us e r ide ntification and pas s word.
3. To s e arch for a s pe cific s upport cas e from e xis ting cas e s , do any of the following: a. In the Search fie ld, provide a ke y word or phras e .
b. From the drop-down lis t, choos e a s pe cific Case Group. Your organization has de fine d Case Groups ins ide the Re d Hat Cus tome r Portal.
c. Choos e a Cas e Status .
4. From the re s ults , choos e a s pe cific s upport cas e and click the Case ID. The s upport cas e is re ady to vie w.
21.1.4. Modifying Support Cases Using t he Red Hat Access Plug-in
You can update your e xis ting s upport cas e s from your Re d Hat Sate llite Se rve r us ing the Re d Hat Acce s s Plug-in.Pro cedure 21.4. T o Updat e Suppo rt Cases f ro m t he Red Hat Sat ellit e Server Web Int erf ace:
1. Comple te the ins tructions from Se ction 21.1.3, “Vie wing Exis ting Support Cas e s Us ing the Re d Hat Acce s s Plug-in”
2. In the s upport cas e , s croll down to the marke d s e ctions to do the following:
Attachments: - Attach a local file from the s ys te m. Add a file name to make it e as ie r to ide ntify.
Note
File name s mus t be le s s than 80 characte rs and the maximum file s ize for attachme nts uploade d us ing the we b inte rface is 250 MB. Us e FTP for large r file s .
Case Discussion: - Add any update d information about the cas e you wis h to dis cus s with Global Support Se rvice s . Afte r adding information, click Add Comment.
21.1.5. Creat ing Support Cases Using t he Red Hat Access Plug-in
You can cre ate a ne w s upport cas e from your Re d Hat Sate llite Se rve r us ing the Re d Hat Acce s s Plug-in.Pro cedure 21.5. T o Creat e a New Suppo rt Case using t he Red Hat Sat ellit e Server:
2. If ne ce s s ary, log in to the Re d Hat Cus tome r Portal. In the main pane l on the uppe r right, click Log In.
Note
To acce s s Re d Hat Cus tome r Portal re s ource s , you mus t log in with your Re d Hat Cus tome r Portal us e r ide ntification and pas s word.
3. The Product and Product Version fie lds are automatically populate d. Comple te the othe r re le vant fie lds , as follows :
Summary: - Provide a brie f s ummary of the is s ue .
Description: - Write a de taile d de s cription of the is s ue .
Bas e d on the s ummary provide d, re comme ndations for pos s ible s olutions dis play in the main pane l.
4. Click Next.
5. Choos e the appropriate options , as follows :
Severity: Se le ct the ticke t urge ncy as 4 (low), 3 (normal), 2 (high> or 1 (urge nt). Case Group: Bas e d on who ne e ds to be notifie d, cre ate cas e groups as s ociate d with the s upport cas e . Se le ct Cas e Groups in Re d Hat Sate llite . Cre ate Cas e Groups within the Cus tome r Portal.
6. Attach any re quire d file s . Add a file de s cription and click Attach.
To e ns ure you provide re le vant information, it is re comme nde d that you attach the output of the following commands :
# sosreport # foreman-debug
Important
foreman-debug re move s all s e curity information s uch as pas s word, toke ns and ke ys while colle cting information. Howe ve r, the tarball can s till contain s e ns itive information about the Re d Hat Sate llite Se rve r. It is re comme nde d to s e nd this information dire ctly to the inte nde d re cipie nt and not publicly.
Note
File name s mus t be le s s than 80 characte rs and the maximum file s ize for attachme nts uploade d us ing the we b inte rface is 250 MB. Us e FTP for large r file s .
7. Click Submit. The s ys te m uploads the cas e to the Cus tome r Portal, and provide s a cas e numbe r for your re fe re nce .