Understand your available support resources

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.

Open a Red Hat support case
Copy link

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
Copy link

  1. In the Hybrid Cloud Console, click the Help button to open the help panel, then select the Support tab.
  2. Click 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.
  3. Select the product and version your issue relates to, and an appropriate category, and then click Continue.
  4. Enter a concise but descriptive title and problem summary and further details about the symptoms being experienced.
  5. Review the list of suggested Red Hat Knowledgebase solutions for a potential match against the problem that you are reporting, or enter keywords to search for more solutions. If the suggested articles do not address the issue, click Continue.
    Note
    Articles might not be available for your issue.
  6. Provide additional information in the fields about business impact, environment, and frequency of the issue.
  7. 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.
  8. Click Continue.
  9. Edit the support level, severity, and your contact details, and then click Continue. The summary page opens.
  10. 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.

What to do next
Copy link

View your support case:

  1. Click Cases to view a list of all support cases.
  2. Find your case in the list.
  3. Click the case ID number to view your case.

Hybrid Cloud Console help options
Copy link

There are several ways to get help with Red Hat services from within the Hybrid Cloud Console.

From the Help panel, you can:

  • Get help from AI assistants
  • Open a Red Hat support case
  • Check the status of Red Hat web sites
  • Access quick starts and documentation learning resources
  • Access API documentation
  • Submit feedback about the Hybrid Cloud Console

From the chat icon at the bottom of the screen, or from the robot icon in the Help panel, you can access several AI assistants. Use these AI assistants to help you find answers and configure settings specific to your use case, including:

  • Ask Red Hat
  • RHEL Lightspeed
  • OpenShift Assisted Installer
  • Hybrid Cloud Console virtual assistant

Help panel
Copy link

From the Help panel, you can get support for Red Hat services from within the Hybrid Cloud Console and access AI assistants, the Red Hat status page, and your support cases.

The help panel also contains links to learning resources and API documentation. You can submit feedback about the Hybrid Cloud Console from the help panel as well.

To open the help panel, click the Help button at the top of the console. The help panel remains open in the console user interface until closed, allowing you to keep resources open to guide you while you navigate the console and complete tasks. To close the help panel, click the Help button again or the X on the panel.

Provide feedback about the Red Hat Hybrid Cloud Console
Copy link

You can help Red Hat improve the Red Hat Hybrid Cloud Console by providing feedback about your experience. After you submit feedback, Red Hat product teams review the feedback and might contact you for further information.

Before you begin
Copy link

  • You are logged in to the Hybrid Cloud Console. Note
    You cannot log in to the Hybrid Cloud Console with your email address unless your email address is the same as your Red Hat login. For more information, see ../get-started/access-hcc.dita#finding-login.

Procedure
Copy link

  1. In the Hybrid Cloud Console, click the Help button to open the help panel, then select the Feedback tab. Alternatively, you can click the Feedback button on the right side of the Hybrid Cloud Console window.
    Note

    Not all pages in the Hybrid Cloud Console have the Feedback button.
  2. Select the option for the type of feedback that you want to provide:
    1. To enter general feedback about your experience with the Red Hat Hybrid Cloud Console, click Share general feedback:
      1. Enter your feedback.
      2. Optionally, select the checkbox to stay informed about user research opportunities for the Hybrid Cloud Console. Your email address is added to the screen.
      3. Click Submit feedback.
    2. To report a non-urgent issue, click Report a bug:
      1. Enter details about the issue you encountered. Note
        If your issue is urgent, click Open a support case to open the customer support page. For more information, see Open a Red Hat support case.
      2. Optionally, select the checkbox to stay informed about user research opportunities for the Hybrid Cloud Console. Your email address is added to the screen.
      3. Click Submit feedback.
    3. To stay informed about research opportunities for the Hybrid Cloud Console, click Inform the direction of Red Hat.
      1. Select the checkbox to learn about user research opportunities for the Hybrid Cloud Console. Your email address is added to the screen. Your email address is added to the screen.
      2. Click Join mailing list.