How do I open and manage a support case on the Customer Portal?

Updated -

Issue

  • How do I open and manage a support case on the Red Hat Customer Portal?

Environment

  • Red Hat Customer Portal

Resolution

Covered Topics:

Support Cases
  1. To open a case you can reach portal directly at Customer Support - Open New Case.
  2. Login with your Red Hat Login if prompted.
  3. Proceed Creating a New Case section for next steps.
Creating a New Case
  1. Enter and select your account by searching the Account Number if pre-populated values is incorrect.
  2. Enter and select the case Owner if pre-populated values is incorrect.
  3. Select the reason for creating a case from the options provided.
  4. Click the Continue button.
  5. Select the Product and Version being used in your affected environment.
  6. Provide a description of the issue your environment is facing.
  7. Review the Live search results powered by Openshift AI as your issue might be already addressed in our product documentation of published solution articles.
  8. Click the See more options button.
  9. Review the Red Hat recommended results as your issue might be already addressed in our product documentation of published solution articles.
  10. Click the Continue button.
  11. Use the What are you experiencing? What are you expecting to happen? field to enter as much information as possible about the problem in order to enable Red Hat support engineers to resolve your issue as quickly as possible.
  12. Use the Define the value or impact to you or the business field to explain the impact this issue has on your organization. This helps our teams determine the type of approach they should follow when addressing your inquiry.
  13. Use the Where are you experiencing this behavior? What environment? and When does this behavior occur? Frequency? Repeatedly? At certain times? To provide further details about your environment and any patterns you may have identified about the issue (optional).
  14. We recommend to attach logs or other diagnostic files to help support engineers resolve your issues quickly. You can do so by dragging and dropping items onto the Upload file to analyze box located at right side of the page.
  15. Click the Continue button.
  16. Choose a Support Level. See Production Support Service Level Agreement - Red Hat Customer Portal for more information.
  17. Choose an appropriate Severity for the issue. See Red Hat Support Severity Level Definitions - Red Hat Customer Portal for more information.
  18. Choose your Preferred language if pre-populated values is incorrect.
  19. You may specify users to receive notifications about this support case and choose a case group for your case (optional).
  20. Click the Continue button.
  21. Review all the entered items.
  22. If everything is complete click the Submit. Please note, you are able to modify details after the case is created.
Review Case Details

From the Case List page can see the list of cases for your organization. This pages lets you export the cases to CSV format for reviewing outside the portal. To view more details about a specific case click the case number for the desired case. In the case details page you you can:

  • View information about your case
  • Read and write comments
  • Edit the case details
  • Attach files
  • View recommended Knowledgebase solution articles
  • Manage case notifications
  • View related tasks (Bugzilla/Jira)
  • View current action plan for the case
Additional Resources

If your access to Red Hat’s customer portal is limited please contact technical support based on your region.
Additional information is available within the following articles:

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