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Bug 1395285 - [RFE] "abrt-cli report" to have an option to upload the report to an existing support case
Summary: [RFE] "abrt-cli report" to have an option to upload the report to an existing...
Keywords:
Status: CLOSED ERRATA
Alias: None
Product: Red Hat Enterprise Linux 7
Classification: Red Hat
Component: abrt
Version: 7.3
Hardware: All
OS: Linux
medium
medium
Target Milestone: rc
: ---
Assignee: abrt
QA Contact: Martin Kyral
URL:
Whiteboard:
Depends On:
Blocks: 1420851 1473612 1474754
TreeView+ depends on / blocked
 
Reported: 2016-11-15 15:42 UTC by Pavel Moravec
Modified: 2023-12-20 04:25 UTC (History)
10 users (show)

Fixed In Version:
Doc Type: Enhancement
Doc Text:
Clone Of:
Environment:
Last Closed: 2018-04-10 17:41:30 UTC
Target Upstream Version:
Embargoed:

Attachments (Terms of Use)


Links
System ID Private Priority Status Summary Last Updated
Red Hat Product Errata RHBA-2018:0949 0 None None None 2018-04-10 17:43:09 UTC

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
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