How to open a Proactive case for OpenShift Virtualization/MTV

Environment

• OpenShift Virtualization 4.13+
• Migration Toolkit for Virtualization (MTV)

Issue

• Planning activity with OpenShift Virtualization
• Planning a migration via Migration Toolkit for Virtualization (MTV)
• How to open a case to notify Red Hat support of planned activity so appropriate resource are available?
• What information is useful for Red Hat support when opening a proactive ticket for weekend or after hours work?

Note :

• For new installations it is not necessary to create a proactive case. For those situations, simply raise a regular support ticket if any problem arises, please also note that new installations can't be considered Severity 1 (urgent) accordingly with our Red Hat Support Severity Level Definitions.
• One cluster upgrade/migration per support case as per our Guidelines for a Successful Support Engagement.
• Pre-Activity/Post-Activity or Pre-Migration/Post-Migration issues shall require a separate case if there are any potential or existing issues seen.

Resolution

Introduction - What is a Proactive Case?

Proactive cases are a way for Premium customers to provide an advance notice to Red Hat Support of planned upgrades, migrations, patching, or any other maintenance activity. Typically, these events happen outside regular business hours.
Having prior knowledge of the planned activity provides Red Hat with an opportunity to ensure the right information is made available to better prepare technical support should you encounter an issue.

Note: New installations do not entitle a Proactive Case, as they do not fit with the Severity Level Definitions for Severity 1. For issues encountered during new installations, please open a regular Support Case.

Prerequisites

• It is recommended to submit Proactive Cases several days before the activity is scheduled to begin (preferably 7-14 days in advance), in order to allocate appropriate resources for the upcoming event.
  • If the activity requires weekend coverage, the Proactive Case must be submitted at least 4 business days before the upcoming activity (by close of the business day, for example on the Tuesday prior to the upcoming activity).
  • Note: Weekend Proactive Cases submitted less than 4 business days before the activity will be considered "Late Entry", and treated through normal Follow the Sun workflow. For such, Red Hat will not be able to guarantee that the appropriate resources would be staffed for the weekend.
• In order to allocate the most appropriate engineer from different teams, no matter where they may be worldwide, Proactive Support Cases are conducted in the English language only.
• It is recommended to familiarize yourself with the Reference Guide for Engaging with Red Hat Support article, which provides best practices for engaging Red Hat Support.
• Prepare all relevant details for the upcoming event, that will help communicate what changes and activities are taking place.
• If the account has a Technical Account Manager (TAM), a Solution Architect (SA), or a Customer Success Manager (CSM) - please engage them when planning a Proactive Case.
• Review the This content is not included.MTV prerequisites to ensure that your environment is prepared for migration.

Opening a Proactive Support Case

First, prepare all relevant details for the upcoming event that will help communicate what changes and activities are taking place, then Open a This content is not included.Support Case and provide the required information in the following manner:

• Case Title - should should be prefixed with [Proactive] and should summarize the version upgrade.
  • Example:

[PROACTIVE]  Planned Migration Activity from VMware to OpenShift Virtualization

• Severity - open the case on a Severity level of 3. When the activity begins the severity will be raised to Severity level of 1 by Red Hat engineers so that the proper resources be allocated if an issue arises.
• Case Description - describe as many details as possible, for example:
  • Environment
  • Applications/services that may be affected
  • Patches being applied
  • Infrastructure
  • System/s involved
  • Any integrations with third-party software
  • Other components being involved
• Date/Time of Event - state the planned start and end date/time of the maintenance window duration with the timezone (preferably referencing the offset from UTC).
• Contact Information - provide the primary and secondary contact name, email addresses and phone number with country and region code. This is especially important if the person who opened the case is not the person doing the maintenance activity.
• Data Attachments - upload the relevant data from the systems which will be affected by the activity.

NOTE: If immediate support or managerial visibility is needed, please comment on the proactive ticket and click the Request Remote Session button.

Data to Attach to the Proactive Case

Logs to collect when opening a case with OpenShift Virtualization Support

Example of a Proactive Case:

• Case Title:

[PROACTIVE]  Planned Migration Activity from VMware to OpenShift Virtualization

• Case Description:

Greetings Red Hat Support,
We are planning a migration of <# of VMs> from VMware to OpenShift Virtualization via MTV and we require standby support until we finish the procedure.

Maintenance/Migration Window Information:
- Date - Tuesday, May 15th - 16th
- Time frame - 4.5 hours
- Timezone - Moscow Time (UTC+03:00)
- Start Time - May 15th, 21:00 UTC+03:00
- End Time - May 16th, 01:30 UTC+03:00

Primary Contact Information:
- Name: Jane Doe
- Email: jane.doe@example.com
- Phone: +1-123-456-7890

Secondary Contact Information:
- Name: John Doe
- Email: john.doe@example.com
- Phone: +1-123-456-7891

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