Bug 1395285

Summary:	[RFE] "abrt-cli report" to have an option to upload the report to an existing support case
Product:	Red Hat Enterprise Linux 7	Reporter:	Pavel Moravec <pmoravec>
Component:	abrt	Assignee:	abrt <abrt-devel-list>
Status:	CLOSED ERRATA	QA Contact:	Martin Kyral <mkyral>
Severity:	medium	Docs Contact:
Priority:	medium
Version:	7.3	CC:	cww, jberan, jkejda, jualvare, lmiksik, mhabrnal, mkutlak, mkyral, salmy, vanhoof
Target Milestone:	rc	Keywords:	EasyFix, FutureFeature
Target Release:	---
Hardware:	All
OS:	Linux
Whiteboard:
Fixed In Version:		Doc Type:	Enhancement
Doc Text:		Story Points:	---
Clone Of:		Environment:
Last Closed:	2018-04-10 17:41:30 UTC	Type:	Bug
Regression:	---	Mount Type:	---
Documentation:	---	CRM:
Verified Versions:		Category:	---
oVirt Team:	---	RHEL 7.3 requirements from Atomic Host:
Cloudforms Team:	---	Target Upstream Version:
Embargoed:
Bug Depends On:
Bug Blocks:	1420851, 1473612, 1474754

Description Pavel Moravec 2016-11-15 15:42:35 UTC

Description of problem:
It would be beneficial to have an option to upload abrt report to an existing support case instead of opening a new one. Assume a scenario "customer complains in some support case about failing service, a support engineer asks for enabling abrt to get coredump, abrt report uploads it to a new case". Such new cases are opened (and closed by some bot automatically) redundantly.


Version-Release number of selected component (if applicable):
abrt-2.1.11-45.el7.x86_64


How reproducible:
100%


Steps to Reproduce:
1. abrt-cli report --help

2. abrt-cli report --case 01234567


Actual results:
1. does not offer --case option (or whatever option name to be used)

2. does not work / does not upload the directory/report to the existing case.


Expected results:
1. --help prints the option

2. the option works


Additional info:

Comment 1 Jakub Filak 2016-11-16 06:51:27 UTC

Good point. Attaching data to an existing customer case is possible even now and it is offered to our customers on RHEL-6. The problem is that the feature is not easily discoverable on RHEL-7. In fact abrt-cli does not implement any reporting feature but abrt-cli asks libreport to list all possible reporting workflows. A reporting wofklow then executes libreport reporting tools such as reporter-rhtsupport which is used to create customer cases from ABRT problems. And reporter-rhtsupport implements attaching ABRT problem data to an existing custome case:

  reporter-rhtsupport -t 

We just need to add a new reporting workflow which will appear in the output of 'abrt-cli report ID':

<snip>
1 Submit anonymous crash report
  Submit anonymous crash report - I do not want to be contacted by Red Hat Support

2 Ask Red Hat Support for help
  Create new Red Hat Support case - I would like to be contacted by Red Hat Support

Select a workflow to run:
</snip>

The new entry would look like the following:

<snip>
3 Provide Red Hat Support with crash details
  Attach crash data to an existing support case
</snip>
  
We must ask GSS/CEE representatives for authorization of this feature and final wording.

Comment 8 Fedora Update System 2017-11-03 14:41:28 UTC

abrt-2.10.5-1.fc27 libreport-2.9.3-1.fc27 satyr-0.24-1.fc27 has been submitted as an update to Fedora 27. https://bodhi.fedoraproject.org/updates/FEDORA-2017-93746c426a

Comment 9 Fedora Update System 2017-11-04 19:05:46 UTC

abrt-2.10.5-1.fc27, libreport-2.9.3-1.fc27, satyr-0.24-1.fc27 has been pushed to the Fedora 27 testing repository. If problems still persist, please make note of it in this bug report.
See https://fedoraproject.org/wiki/QA:Updates_Testing for
instructions on how to install test updates.
You can provide feedback for this update here: https://bodhi.fedoraproject.org/updates/FEDORA-2017-93746c426a

Comment 13 errata-xmlrpc 2018-04-10 17:41:30 UTC

Since the problem described in this bug report should be
resolved in a recent advisory, it has been closed with a
resolution of ERRATA.

For information on the advisory, and where to find the updated
files, follow the link below.

If the solution does not work for you, open a new bug report.

https://access.redhat.com/errata/RHBA-2018:0949

Comment 14 Red Hat Bugzilla 2023-12-20 04:25:04 UTC

The needinfo request[s] on this closed bug have been removed as they have been unresolved for 120 days