6.5. Accessing Customer Portal Services from Red Hat Satellite

The Red Hat Access pre-installed plug-in lets you access several Red Hat Customer Portal services from within the Satellite web UI.
The Red Hat Access plug-in provides the following services:
  • Search: Search solutions in the Customer Portal from within the Satellite web UI.
  • Logs: Send specific parts (snippets) of the log files to assist in problem solving. Send these log snippets to the Red Hat Customer Portal diagnostic tool chain.
  • Support: Access your open support cases, modify an open support case and open a new support case from within the Satellite web UI.

Note

To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password.

6.5.1. Searching for Solutions in the Red Hat Access Plug-in

The Red Hat Access plug-in provides search capabilities that look through the solutions database available in the Red Hat Customer Portal.

Procedure 6.1. To Search for Solutions from the Red Hat Satellite Server:

  1. In the upper right, click Red Hat AccessSearch.
  2. If necessary, log in to the Red Hat Customer Portal. In the main panel on the upper right, click Log In.

    Note

    To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password.
  3. In the Red Hat Search field, enter your search query. Search results display in the left-hand Recommendations list.
  4. In the Recommendations list, click a solution. The solution article displays in the main panel.

6.5.2. Using Logs in the Red Hat Access Plug-in

The log file viewer lets you view the log files and isolate log snippets. You can also send the log snippets through the Customer Portal diagnostic tool chain to assist with problem solving.

Procedure 6.2. To Use the Logs Diagnostic Tool from the Red Hat Satellite Server:

  1. In the upper right, click Red Hat AccessLogs.
  2. If necessary, log in to the Red Hat Customer Portal. In the main panel on the upper right, click Log In.

    Note

    To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password.
  3. In the left file tree, select a log file and click the file name.
  4. Click Select File. A pop-up window displays the log file contents.
  5. In the log file, highlight any text sections you want diagnosed. The Red Hat Diagnose button displays.
  6. Click Red Hat Diagnose. The system sends the highlighted information to the Red Hat Customer Portal, and provides solutions that closely match the provided log information.
  7. If a solution does the following:

6.5.3. Viewing Existing Support Cases Using the Red Hat Access Plug-in

You can view your existing support case from your Red Hat Satellite Server using the Red Hat Access Plug-in.

Procedure 6.3. To View Existing Support Cases from the Red Hat Satellite Server:

  1. In the upper right, click Red Hat AccessSupportMy Cases.
  2. If necessary, log in to the Red Hat Customer Portal. In the main panel on the upper right, click Log In.

    Note

    To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password.
  3. To search for a specific support case from existing cases, do any of the following:
    1. In the Search field, provide a key word or phrase.
    2. From the drop-down list, choose a specific Case Group. Your organization has defined Case Groups inside the Red Hat Customer Portal.
    3. Choose a Case Status.
  4. From the results, choose a specific support case and click the Case ID. The support case is ready to view.

6.5.4. Modifying Support Cases Using the Red Hat Access Plug-in

You can update your existing support cases from your Red Hat Satellite Server using the Red Hat Access Plug-in.

Procedure 6.4.  To Update Support Cases from the Red Hat Satellite Server Web UI:

  1. In the support case, scroll down to the marked sections to do the following:
    • Attachments: - Attach a local file from the system. Add a file name to make it easier to identify.

      Note

      File names must be less than 80 characters and the maximum file size for attachments uploaded using the web UI is 250 MB. Use FTP for larger files.
    • Case Discussion: - Add any updated information about the case you wish to discuss with Global Support Services. After adding information, click Add Comment.

6.5.5. Creating Support Cases Using the Red Hat Access Plug-in

You can create a new support case from your Red Hat Satellite Server using the Red Hat Access Plug-in.

Procedure 6.5. To Create a New Support Case Using the Red Hat Satellite Server:

  1. In the upper right, click Red Hat AccessSupportNew Case.
  2. If necessary, log in to the Red Hat Customer Portal. In the main panel on the upper right, click Log In.

    Note

    To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password.
  3. The Product and Product Version fields are automatically populated. Complete the other relevant fields, as follows:
    • Summary — Provide a brief summary of the issue.
    • Description — Write a detailed description of the issue.
    Based on the summary provided, recommendations for possible solutions display in the main panel.
  4. Click Next.
  5. Choose the appropriate options, as follows:
    • Severity — Select the ticket urgency as 4 (low), 3 (normal), 2 (high), or 1 (urgent).
    • Case Group — Based on who needs to be notified, create case groups associated with the support case. Select Case Groups in Red Hat Satellite. Create Case Groups within the Customer Portal.
  6. Attach the output of sosreport and any required files. Add a file description and click Attach.

    Note

    • If you have large log files or many Satellite tasks, it is recommended to also attach the output of foreman-debug.
    • File names must be less than 80 characters and the maximum file size for attachments uploaded using the web UI is 250 MB. Use FTP for larger files.
  7. Click Submit. The system uploads the case to the Customer Portal, and provides a case number for your reference.
The Red Hat Knowledgebase article https://access.redhat.com/articles/445443: Red Hat Access: Red Hat Support Tool has additional information, examples, and video tutorials.