Bugzilla – Bug 116930
changed behaviour of yast2-support
Last modified: 2005-11-30 13:50:21 UTC
We should document in the release notes that the yast support module cannot submit support requests automatically anymore. It only can collect the information as before but it's only possible to save this to a file instead of submitting it to the support portal which is subject of removal soon. Hartmut, could you please write a short section about it and add some hints how support should be contacted now (as it's not clear to me)
hartmut, what do you propose to write?
I'll gladly fill in some details. But I don't have the overall picture of the new process. Martin: my impression is you are much better informed. Could you please start this and then let me continue? Setting Needinfo on you.
I've written a short text together with ke. For the release it's good enough. Hartmut, if you think, there is further information needed, we can update the online release notes. Karl, could you send the text to Hartmut please. I'll further talk to the security team whether we can update siga so that it does the chmod itself before saving the file.
Martin just talked to me, cant we do a bit different changes? - Upload from the YAST module itself? Just let the user enter the whatever UNITY code?
Unity cannot create tickets by mail. A customer would have to open a request and then afterwards type this SR number into the subject of a mail. And we would need functionality to create mails within YaST *and* we would need a correctly configured mailrelay on the system which isn't what we can expect, do we?
can you (very briefly) explain the flow of such a ticket to me and exactly where the siga data gets involved? - user opens ticket - supporter requests siga data - user sends siga data like above?
Hartmut, for you: <sect3 id="support" status="2005-09-14"> <title>YaST Support Module</title> <para> The functionality of &yast; Support Module has changed. You can use the module to prepare a support request and collect information about your system. Instructions for using the &suselinux; installation support can be found at <ulink url="http://www.novell.com/usersupport" />.</para> </sect3>
Text is fine. Only thing I'm not sure about: I read the discussion about how the user will have to somehow take the collected data (created by the YaST support module) and then have to append that to a service request manually. How will the user know how to do that? Or will it be obvious? Wolfgang, do you know?
It's basically described in the YaST help texts. But it's not perfect because we haven't had time to translate changes anymore. So there is the hint missing that the user has to be root to change the modes of the file. (In reply to comment #6) > can you (very briefly) explain the flow of such a ticket to me > and exactly where the siga data gets involved? > > - user opens ticket > - supporter requests siga data > - user sends siga data > > like above? In the past it was just: - user started yast's support module and it was possible to submit the initial request automatically to the portal Now it has to be: 1. user opens a ServiceRequest (somehow) 2. user runs yast2-support 3. user attaches the gathered data to a mail targeted to the support system (you can exchange 1. and 2. here)
> It's basically described in the YaST help texts. But it's not perfect > because we haven't had time to translate changes anymore. So there is the > hint missing that the user has to be root to change the modes of the file. Do you feel it's good enough or should the text for the realse notes be altered to provide this missing missing piece of information? If it should be added to the release notes: what exactly does the user need to do? I assume it's mething like chmod 644 /some/file/generated/by/YaST right? Would it be ok to write (in the release notes): In addition to the information provided as help text in the YaST2 support module, please be aware that you will need to change the permission of the created log file in order to allow acces to that file for a normal user. Please run the following command as user root on the command line: chmod 644 /some/file/generated/by/YaST
> In addition to the information provided as help text in the YaST2 support > module, please be aware that you will need to change the permission of the > created log file in order to allow acces to that file for a normal user. > Please run the following command as user root on the command line: > chmod 644 /some/file/generated/by/YaST I would not write this into the release notes since it's already described in the YaST help text. But we should make sure that there is a description in the support web pages /novell.com/usersupport) that the user has to start the YaST support module to collect the needed data.
why can'r we combine steps 2 and 3... does the mail have to be specifically marked? can't the yast support module request this marking and send the mail?
> I would not write this into the release notes since it's already described > in the YaST help text. Accordings to Wolfgang it is not (see comment #9). I haven't seen the YaST2 support module of 10.0 yet - so I can't confirm it myself. > But we should make sure that there is a description in the support web > pages /novell.com/usersupport) that the user has to start the YaST support > module to collect the needed data. Agreed. It should be explained there as well. I will create some text based on the YaST2 help texts and the release notes (once I see them).
(In reply to comment #12) > why can'r we combine steps 2 and 3... > > does the mail have to be specifically marked? > > can't the yast support module request this marking and send the mail? That would be possible, if - comment #5
Is there anything that still needs to be done for this bug, Wolfgang and Hartmut?
I still should create some text for www.novell.com/usersupport but I don't have the time now (next weeks actually look bad) :-( If ii's fine for you we leave this bug open - assigned to me. I assume bugzilla would keep nagging me about it.
> I still should create some text for www.novell.com/usersupport This turns out to be just "not good enough": The manual that comes with the box unfortunately has several mistakes on the support pages (partly my own fault, I must admit). One of the mistakes is that it gives http://www.novell.usersupport as the URL. Which is obviously wrong. I therefore would prefer to add a section as well extending the already existing information regarding the YaST2 suport module to the General part of the release notes (the update that comes with YOU): --- snip ----- 9 YaST Support Module The functionality of YaST Support Module has changed. You can use the module to prepare a support request and collect information about your system. Unlike in earlier versions of SUSE Linux, the support module no longer provides the functionality to actually send the collected data to the SUSE installation support. Instead it stores that information at /root/support.txt In order to send this to our installation support you need to change the permissions in order to allow a normal user access to it: chmod 644 /root/support.txt 10. Installation Support Some of the information provided in chapter 9.7 (Support for SUSE Linux) is outdated. Please check http://www.novell.com/usersupport for up to date information. Prior to opening a support request either by phone or through the web, you will first have to register your copy of SUSE Linux 10.0: http://download.novell.com/delivery/reg If you don't have a Novell account yet than you will need to create one first. You will receive an e-mail with a so called "contact ID" once you have registered your copy of SUSE Linux 10.0. The contact ID is needed if you want to contact our installation suport by phone. To open a support request in the Novell portal, go to: http://support.novell.com/eService/ In the "open support request" form, choosing "SUSE Linux 10.0" for the "Quick Product" field will populate most of the mandatory fields in this form. The old e-mail addresses usersupport@novell.com and support@suse.de belong to the old system and can not be used for service requests regarding SUSE Linux 10.0. --- snap ----- Andreas: I noticed that the current version of the release notes is not available in German (release-notes-10.0.15-0.1). Why is that? Is the above proposed change to the relase note agreable?
Edith, please have somebody in your team work with Hartmut on comment #17. The above changes are ok. Karl, could you add them and take care of the german release notes as well?
We expect the German Release Notes coming back from the translator later this week; then I'll translate this snippet and add it.
'en' submitted to /work; for SWAMPID see bug 130126. 'de' is still an open issue.
I noticed there was an updates version of the release-notes package available via YOU today. But it doesn't include any of the suggested chages from this thread ... Not even for the English version (the German is still comletely missing). Why not?
Sorry, I was too fast. The English version has the update from this thread. Fine! But why is the German version still missing?
I create a separate report; see https://bugzilla.novell.com/show_bug.cgi?id=135276
German translation done and submitted to /work . I requested a SWAMP ID; another YOU will appear the next days. This bug no longer depends on bug 135276. but it does not seem to be possible to get rid of the dependency setting...
/work/src/done/PATCHINFO/release-notes.patch.box done.