Proactive Support Cases: Your Safety Net When Things Go Wrong
Red Hat News, Wednesday, August 9,2023
Most system administrators know that every change bears the risk of failure, even if that risk is very small. When things go south, stress levels usually increase rapidly. The longer the wait for a solution, the greater the stress level, which can make it difficult to keep a clear view of the issue at hand.
Support cases opened in the heat of a high severity issue are often missing information vital for support teams to understand the nature of an issue and provide a quick, effective solution. Time spent gathering information delays the process of solving the issue. Proactive support cases can reduce time spent gathering information when time is critical by providing important information ahead of time.