Expediting Your Support Case with Important Information

This solution at a glance:

When you open a case, a Metacloud Support team member reviews it for information that will help him or her troubleshoot it quickly. Missing, inaccurate, or unclear details make it necessary for the team member to take additional investigative steps or to reach out to you with questions, delaying resolution.

Reducing Follow-up Questions with Details

Make sure to provide your case with as much relevant information as possible, and observe some helpful practices to expedite getting your case resolved:

  • Provide the names of any affected Metacloud Hypervisors (MHVs). 
  • Provide UUIDs for any affected instances, projects, or images.
  • Include any error message verbatim.
  • If the issue occurs when you run an API call, include the syntax of the call and any returned output. 
    TIP: If possible, attach a source code file that illustrates or simulates the issue. This can significantly speed up resolution.
  • If the issue happened, is happening, or will happen within a specific time frame, provide the start and end times, including the time zone. The Support team member may be able to correlate the time of occurrence with a timestamped event noted in a log.
  • Note any maintenance routine or other hardware- or network-related activity that occurred before or during the issue.
  • If you observe the issue in your Dashboard, provide the exact Dashboard URL, and attach a screen capture if possible.
  • Note if you were previously able to execute the action that is currently failing. Also note any conditions that might previously have been different when the action was successful.
  • Note any troubleshooting measures that you attempted.
  • If the issue occurs when you run a Command Line Interface (CLI) command, include the exact syntax you used for the command, with all arguments.
  • Also for a failed command, rerun the command with the --debug argument, and paste the output in the case. The Support team searches logs for the ID of each request. For example, if the failed command is
    openstack image list,
    openstack --debug image list

Providing Useful Details on CLI Issues

If you are reporting problems with using the CLI in general, provide the following information:

  • Indicate what computer you are using when attempting to execute CLI commands. If it is a physical laptop or workstation, indicate which network it is connected to. If it is a virtual machine (VM), indicate which cluster it is in.
  • Indicate which client you are using, such as Openstack, nova, or cinder, and include the version.
  • Indicate which version of Python you are using to execute the client and how you installed it. For example, note if you used Homebrew.
  • Attach the environment file you downloaded from your Dashboard to provide credentials for your CLI. Make sure to redact your password first if the file includes it.

Assigning a Priority for the Case

Priority levels correspond to how severely the issue affects or blocks your business operations. When deciding which priority level to assign, keep the following guidelines in mind.

Priority Business Impact

The issue has a critical effect on your business operations. At least one condition applies:
  • An entire Availability Zone (AZ) is unavailable.
  • All or most MHVs are unavailable.
  • Storage is unavailable.
  • Multiple Metacloud Control Planes (MCPs) are unavailable.*

The issue has a high impact on some of your business operations, and no procedural workaround exists. At least one condition applies:
  • The orchestration service is unavailable, even though instances are accessible.
  • You cannot launch instances.
  • All or most instances are inaccessible.
  • One MCP is unavailable.*

The issue does not severely impact business operations. There is a partial, non-critical loss of use, or a workaround exists. At least one condition applies:
  • A small number of MHVs are unavailable.
  • A small number of instances are inaccessible.


The issue does not impact impact business operations. None of the conditions for higher priorities apply.

*NOTE: A major event, such as an entire cluster of instances becoming unavailable, may be a symptom of multiple MCPs being out of service. You can check MCP activity on your Dashboard for issues (see the section on controllers in Getting the Most Out of Your Dashboard Metrics). Also, the Metacloud Support team monitors MCPs and automatically receives an alert if any become unavailable.

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