Red Hat Has Transitioned to a New CRM For Support Case Processing

Red Hat has transitioned to a new Customer Relationship Management (CRM) platform as of Sunday, September 20 at 7:00 AM UTC for support case processing. This update provides a more streamlined support experience while keeping the Red Hat Customer Portal as the central place to manage your support cases.

Troubleshoot Case, Network and API Issues

After the transition, if you experience errors while creating or updating a case or case attachment upload and download issues, see Troubleshooting Networking, Case Attachment and API Issues. If the support requests cannot be submitted by using the Customer Portal, contact Red Hat through the following options:

Manage support cases

Use the Customer Portal for all case management

After this transition, create and update support cases only through the Red Hat Customer Portal.

The Customer Portal enables you to:

• Create new support cases
• Update existing cases
• View your case history in one secure location

NOTE - Creating and updating cases by email will not be supported.

Secured access

To enhance security, email notifications for case updates will not include comment details. Sign in to the Customer Portal to securely view sensitive case information.

Find products more easily

Products are listed alphabetically. Frequently used products, such as RHEL and OpenShift, are not pinned to the top of the product list.

Use advanced search to find cases

Advanced search lets you filter cases based on the following criteria:

• Date ranges — when cases were created, modified, or closed
• Users — case owner or modifier

Start a chat with support directly

Chat doesn't display pre-populated questions. Hence, directly start a conversation with a support agent.

Manage organization groups

Organization administrators get greater control over case groups. They can perform the following actions:

• Create, rename, clone, and delete groups
• Set a default group
• Add members to the relevant groups

NOTE - Users are not added to case groups automatically.

Updated case form

The following optional fields have been removed from the case form:

• Send Notification
• Consultant Engaged
• Hostname
• Action plan

NOTE - If this information is important for a case, include it in the case description or comments.

Add comments

The new experience introduces rich text capabilities for case comments. Markdown formatting is not supported.

Find and manage archived cases

Closed cases older than 180 days will automatically move to Archived status. Archived cases are read-only and cannot be reopened or edited.

Impact on existing APIs

The existing Case Management REST APIs are replaced with new /v3 rest or GraphQL API. Update your integrations and automation to use the new APIs. The usage and flow of the Attachments API has also changed.
NOTE - For detailed information about uploading attachments and whitelisting domains see Red Hat Case Management - Attachment Service API Guide.

Continue working on your existing cases

All the open, active and closed support cases will be migrated automatically. Hence, continue working on the cases without interruption.

Features coming soon

The following capabilities are planned after the initial launch:

• AI-generated case summaries
• Partnership Management features

After the transition

Perform the following tasks:

• Update any internal processes or bookmarks that use email to create or update support cases.
• If you are an organization administrator, review your case groups after the transition and confirm the correct members are assigned to the groups.
• Include hostnames, notification preferences, and consultant-related information in the case description or comments when needed.
• Review and update the existing integration code (V1 case related APIs) and automation to use the new, recommended GraphQL or /v3 rest APIs:
  • Case Management REST APIs
  • Case-related automation
  • Custom integrations that create or update support cases
  • Scripts or applications that interact with case data
• After the transition, review the open or closed cases. Few migrated cases may be missing one or more group or label associations. Access these cases and re-associate them to the appropriate groups or labels after the transition.
  NOTE - For any issues related to the transition or API integration, contact the respective technical account managers (TAMs).

Need help

If you have questions, contact Red Hat customer service team by submitting this form, for assistance.