How to open a proactive case for a planned activity on Red Hat OpenStack Platform ?

Resolution

Introduction - what is a Proactive Case?

Proactive cases allow Premium customers to provide advance notice to Red Hat Support for planned maintenance, such as upgrades or migrations, especially those occurring outside of business hours. This early notification helps Red Hat prepare technical support, allocate developer resources, and ensure sufficient engineers are available on weekend, enabling a more efficient and effective response should an issue arise.

Note: New installations only entitle a Proactive Case for Severity 3/4 as per our Severity Level Definitions.

Note: For any issues encountered during a planned activity, Red Hat will require a new case to be opened for each specific issue. These new cases will be linked as child cases to the original proactive case and will take primary precedence, whereas Proactive Case will serve as the primary tracker for the overall activity. This method isolates issues for efficient resolution and maintains the health of the case, with all child cases referencing their parent.

Prerequisites

• The account must have an active Premium OpenStack subscription.
• To ensure we can provide the required support for your planned activity, please submit a proactive support request at least 10 business days in advance. This lead time is crucial, especially for activities that require weekend coverage. Submissions received after this deadline will be treated through normal Follow the Sun workflow
• In order to allocate the most appropriate engineer from different teams, no matter where they may be worldwide, Proactive Support Cases are conducted in the English language only.
• It is recommended to familiarize yourself with the Reference Guide for Engaging with Red Hat Support article, which provides best practices for engaging Red Hat Support.
  • In addition, there is a Blog Post mentioning Best Practices when engaging with Red Hat.
• If you have a Technical Account Manager (TAM), a Solution Architect (SA), or a Customer Success Manager (CSM) - please engage them when planning a Proactive Case.
• Please ensure that proper maintenance of your OpenStack environment is performed on a regular basis before any update/upgrade

Details to be shared while raising a Proactive case

Proactive means knowing about the bullet points in advance about any scheduled outage to react quickly in case assistance is needed. When opening a proactive Support Case , please, provide the following:

• Case Title - should be prefixed with "[Proactive]" and should summarize the change.
• Severity - open the case on a Severity level of 3.
• Case Description - describe as many details as possible, for example: Environment and any third-party software that was integrated, applications/services that may be affected, other components being upgraded, patches being applied, etc.
• Date / Time of Event - state the planned start and end date/time of the maintenance window duration with the timezone (preferably referencing the offset from UTC).
• Contact Information - provide the primary and secondary contact name, email addresses and phone number with country and region code. This is especially important if the person who opened the case is
  not the person doing the maintenance activity.

• Data Attachments:

  • Upload SOS of
    • Director Node
    • 1 Controller
    • 1 Compute of each role
    • 1 Ceph Node (if director deployed)
  • Tar of templates and Deploy Command
  • Prechecks Script output attached on this KCS

  • Undercloud and Overcloud DB

    • Undercloud: $ PASSWORD=$(sudo /bin/hiera -c /etc/puppet/hiera.yaml mysql::server::root_password)
      $ sudo podman exec mysql bash -c "mysqldump -uroot -p$PASSWORD --opt --all-databases" | sudo tee /root/undercloud-all-databases_$(date -I).sql

    • Overcloud: # podman exec -it podman ps -qf "name=galera" mysqldump --all-databases --opt --single-transaction > $(hostname)db_backup$(date -I).sql

  • Share details of Any Third Party Integration

Scenario Reference

For Major Upgrade (FFU)

• Share the logs as per section
• Open the proactive cases as below
  [Proactive][site_name]Proactive FFU RHOSP16.2 -> 17.1
• Following cases to be raised as per issue faced
  [proactive:{case_number}]Undercloud Upgrade
  [proactive:{case_number}]Overcloud Upgrade
  [proactive:{case_number}]Ceph Upgrade
  [proactive:{case_number}]Leapp Upgrade

For Minor Update

• Share the logs as per section section
• Open the proactive cases as below
  [Proactive][site_name]Proactive Minor Update RHOSP
• Following cases to be raised as per issue faced
  [proactive:{case_number}]Undercloud Update
  [proactive:{case_number}]Controller Update
  [proactive:{case_number}]Compute Update
  [proactive:{case_number}]Ceph Update

Scaling / Stack Update

• Share the logs as per section section
• Open the proactive cases as below
  [Proactive][site_name] Scale In Operation
  [Proactive][site_name] SSL Renewal Activity

RHOSO Activity

• Include Case Title : [Proactive] RHOSO Cinder Integration with Ceph
• MustGather for OpenStack
• SOS of 1 EDPM/Compute node per role
• ControlPlane CRD yaml