Red Hat Knowledgebase

For every ticket opened, a sysreport or a sosreport will be requested to troubleshoot an issue.

For instructions on how to create a sysreport (Red Hat Enterprise Linux 2.1 to Red Hat Enterprise Linux 4.5) please refer to the article http://kbase.redhat.com/faq/FAQ_80_456.shtm.

For instructions on how to create a sosreport ( Red Hat Enterprise Linux 4.6 to Red Hat Enterprise Linux 5.x ) please refer to the article http://kbase.redhat.com/faq/FAQ_85_11706.shtm.

For instructions on how to create a sysreport in rescue environment please refer to the article http://kbase.redhat.com/faq/FAQ_80_9806.shtm.

1. Point your browser to http://www.redhat.com/support
2. Log in using the RHN login and password. It will login to the Customer Center page.
3. At the Customer Center page, there will be three tabs: Overview, Subscriptions, Renewals
4. Verify that the Overview (color = white ) tab selected. There should be a heading "Your Support Overview". All other non-selected tab will be gray.
5. Within this Overview tab there should be three gray boxes: Subscriptions, Systems, Tickets
6. Under the Tickets tab click on "Open new tickets or manage existing tickets".
7. Click on the Service Request number that requires the sysreport or sosreport.
8. A window will pop up. Scroll down a little and look for the button "Add attachment"
9. Another window will pop up. Click the browse button and navigate to the sysreport or sosreport just taken. Enter a description if so desired.
10. Click on "attach." It should return to the ticket window and the attachment will be shown. This is NOT finished.
11. Click on the "Update" or "Next" button after attaching a file. Only after this has the upload of the sysreport or sosreport has completed successfully.