Chapter 3. Hybrid Cloud Console help options There are several ways to get help with Red Hat services from within the Hybrid Cloud Console. You can open a support case, check the status of Red Hat web sites, and call or chat with a Red Hat support engineer. 3.1. Opening a support case You can open a Red Hat support case from the Red Hat Hybrid Cloud Console for help with the Red Hat services that are associated with your Hybrid Cloud Console account login. Procedure In the Hybrid Cloud Console , select Help ( ? icon) > Open a support case . The Customer Support page on the Red Hat Customer Portal opens. The Account and Owner fields are automatically populated with your account information. Under Select the option that best fits your reason for creating a case , select an appropriate category for your issue, and then click Continue . Select the product and version, and then click Continue . Review the list of suggested Red Hat Knowledgebase solutions for a potential match against the problem that you are reporting. If the suggested articles do not address the issue, click Continue . Note Articles might not be available for your issue. Enter a concise but descriptive problem summary and further details about the symptoms being experienced, as well as your expectations. Complete the following questions where prompted: Where are you experiencing the behavior? What environment? When does the behavior occur? Frequency? Repeatedly? At certain times? What information can you provide around time-frames and the business impact? Optional: Upload log or other diagnostic files to attach to your request in the File uploader and analyzer box. These types of files help support engineers resolve your issues quickly. The prompts under this box change depending on the product that you selected. Click Continue . Enter information in all of the prompts marked with an asterisk, and then click Continue . The summary page opens. Review the information that you entered, and then click Submit . A confirmation screen displays a case number for your issue and the message We've added your case to our queue . Verification Click Cases to view a list of all support cases. Find your case in the list. Click the case ID number to view your case. 3.2. Checking for Red Hat service outages You can access the Red Hat Status page from the Red Hat Hybrid Cloud Console Help menu ( ? icon) to find information about the current and past status of console services and other Red Hat web sites. Procedure In the Hybrid Cloud Console , click Help ( ? icon) > Status page . The Red Hat Status page opens. On the Red Hat Status page, click https://console.redhat.com to expand the list of services and check for any outages. Optional: Perform any of the following tasks: Under Site Status , view the current status of Red Hat web sites. Click Subscribe to Updates and enter your email address to receive email notifications whenever Red Hat creates, updates, or resolves an incident. Under Scheduled Maintenance , review upcoming scheduled maintenance. Under Past Incidents , review recent past outages and other incidents. Click Incident History to view incidents from the three months. 3.3. Red Hat support options The Red Hat support options page, available from the Red Hat Hybrid Cloud Console Help menu ( ? icon), provides the following options: View or open a support case. This option is also available from the Open a support case menu item under the Help menu. Live chat with a support engineer. Call a Red Hat support engineer. Access support information for your Red Hat products. Review information about support policies and programs. 3.4. Using the Hybrid Cloud Console virtual assistant The Hybrid Cloud Console virtual assistant can help with tasks such as changing your personal information, requesting access from your administrator, displaying critical vulnerabilities, and providing recommendations from Advisor. While it is not possible to retrieve the identity of your Organization Administrator from the Hybrid Cloud Console, you can use the virtual assistant to send a message to your Organization Administrator to request access to Hybrid Cloud Console services. Prerequisites You are logged in to the Hybrid Cloud Console. Procedure Click the virtual assistant icon in the lower right of the Hybrid Cloud Console screen. The virtual assistant screen expands. In the Type a message box, type your query and then press the Enter key.

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