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

Solution Verified - Updated -


  • Red Hat OpenStack Platform (RHOSP)


  • Patching production OpenStack servers with OS patches and OpenStack patches
  • Minor/Major Upgrade.
  • Scale In/Out Activity.
  • How should I open a case to notify Red Hat of patches or upgrades taking place so appropriate resources are ready.
  • How do I open a proactive case for system upgrades


Introduction - what is a Proactive Case?

Proactive cases are a way for Premium customers to provide an advance notice to Red Hat Support of planned upgrades, migrations, patching, or any other maintenance activity. Typically, these events happen outside regular business hours.
Having prior knowledge of the planned activity provides Red Hat with an opportunity to ensure the right information is made available to better prepare technical support should you encounter an issue.

Here is an Article specific to OpenStack Logs Requirement please review it.

In addition to it there is a Blog mentioning Best Practices when engaging with Red Hat.

Note: New installations do not entitle a Proactive Case, as they do not fit with the Severity Level Definitions for Severity 1. For issues encountered during new installations, please open a regular Support Case.


  • The account must have an active Premium subscription.
  • Proactive Cases should be submitted 7 - 14 days in advance before the activity is scheduled to begin.
  • If the activity requires weekend coverage, please open the Proactive Case no less than 4 days before for the upcoming activity.
  • 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.
  • 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 upgrade (for example: token, cinder, nova and heat database cleanup jobs).

Opening a Proactive Support Case

Proactive means knowing about the bullet points in advance about any big schedule outage to react quickly in case of assistance. 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. When the activity begins the Severity will be raised to 1 by Red Hat engineers so that the proper resources be allocated if an issue arises.
  • 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 the relevant data from the systems which will be affected by the activity. Refer to the next section for detailed data requirements per product.

Data to attach to the Proactive Case

  • An SOS Report of the relevant system/s is needed before the activity is performed (preferably as soon as you open the case).
    If there are only a few systems affected by the activity, please attach their respective SOS Reports to the case. Otherwise, please provide one or two as an example and keep the rest locally.

    Pre and Post Checks to be shared while opening a Proactive Case

  • Collect ouptut from any one Controller node [though its collected by sosreport but good to have directly on comment itself]

    pcs status 
    pcs property 
  • From Director

    source stackrc
    openstack stack list
    openstack overcloud status --stack $(openstack stack list -c "Stack Name" -f value)
    openstack stack resource list $(openstack stack list -c "Stack Name" -f value) |grep -iv complete
    source overcloudrc  [or anyother rc as per stack Name]
    openstack compute service list
    openstack volume service list
    openstack network agent list
  • Additionally its highly recommended to take backups before any activity is to be performed on Openstack Setup. Here you will get an document for undercloud DB w.r.t RHOSP13 and RHOSP16

  • For Overcloud node you can run below command to take DB backup [run as root user on any one controller]

    GALERACONTAINER=$(podman ps -f name=galera --format={{.Names}})
    for i in $(podman exec  $GALERACONTAINER mysql -s -N -e "select distinct table_schema from information_schema.tables where engine='innodb' and table_schema != 'mysql';");do podman exec $GALERACONTAINER /usr/bin/mysqldump -uroot --single-transaction --databases $i >> openstack_db-$(date +"%Y-%m-%d_%H-%M-%S").sql; done
    for i in $(podman exec $GALERACONTAINER mysql -s -N -e "SELECT CONCAT('''',user,'''@''',host,'''') FROM mysql.user where (length(user) > 0 and user NOT LIKE 'root')"); do podman exec $GALERACONTAINER mysql -s -N -e "SHOW GRANTS FOR $i" >> openstack_db_grants-$(date +"%Y-%m-%d_%H-%M-%S").sql; done

    NOTE: Replace podman with docker for RHOSP13 in above command

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There is a blog mention the proactive cases for customers here