Red Hat Bugzilla – Bug 1395285
[RFE] "abrt-cli report" to have an option to upload the report to an existing support case
Last modified: 2018-04-10 13:43:10 EDT
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:
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.
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
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
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