Red Hat Training

A Red Hat training course is available for Red Hat Enterprise Linux

7.5. Opening and Updating Support Cases Using Interactive Mode

Procedure 7.2. Opening a New Support Case Using Interactive Mode

To open a new support case using interactive mode, proceed as follows:
  1. Start the tool by entering the following command: 
    ~]# redhat-support-tool
  2. Enter the opencase command: 
    Command (? for help): opencase
  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
  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

To view and update an existing support case using interactive mode, proceed as follows:
  1. Start the tool by entering the following command: 
    ~]# redhat-support-tool
  2. 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.
  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

To modify the attributes of an existing support case using interactive mode, proceed as follows:
  1. Start the tool by entering the following command: 
    ~]# redhat-support-tool
  2. 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.
  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.
    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):