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3. How to Report Problems

GNUPro Toolkit is meant to be as trouble-free as possible. However, if you have a problem and you purchased a GNUPro or an Engineering Services support contract, connect to IssueTracker, our web support site. Our support customers can log into IssueTracker to submit problems and to track a problem's case from its first report through its analysis and resolution.

To use your IssueTracker account:

1. Enter the following URL in your web browser:

   https://enterprise.redhat.com/gnupro/

2. Log in with your account information.

3. Under the Main Menu, click on Issues to view your current issues.

4. You will have a group for each contract you have with Red Hat. If you have multiple groups, please select the appropriate one.

5. Click on Create Issues to create a new issue.

6. Type in a summary of th problem, a concise description, and choose a product and severity for the problem.

7. Click on Create Issue to submit the issue to IssueTracker.

8. You will now be at the "Event" screen. Type in a more detailed description here and attach any test files, if required. Update the Status to "Waiting on Tech" and then click "Commit Event".

9. You can now return to the "Main" (by clicking on "Main" on the left toolbar) page where you should see all of the issues you have filed listed under "Issues".

   Click on one of you issues to add additional data to an existing case in the data to an existing case in the database. At this point, you can view a problem case's details, check its status, and add notes to a case.

10. When an issue has been resolved, remember to mark the issues as "Closed by Client".