.. _open-case: How to open a case ================== To get the best (and fastest possible) results from Canonical Support, take a few moments to ensure that you provide us with the information we need to help you: Log in to the `Support Portal `_. Search the Canonical Knowledge Base for articles relevant to your case - your issue may already have a solution. If no solution is available in the Knowledge Base, select the **New ticket** button on the homepage. Complete the ticket form. Most fields are self-explanatory, but note: :guilabel:`Description` - include: * exact time & date the problem occurred * what the steps or actions you took * what was the result of that action * what you expected or wanted to happen * any other information you think is relevant * any logs, error messages, screenshots :guilabel:`Impact` - tell us how the problem affects your organisation If you are able to share a *sosreport* (below), this will help us respond faster and more accurately. Sosreports ---------- Canonical uses sosreports, or "state of system" reports, to diagnose and resolve problems. These comprise system logs and configuration data. When you report a problem with your Ubuntu machine, you can generate and send a sosreport from the affected machine straight away. Refer to the following articles for information on using sosreports: * `Installing the sosreport tool and generating a sosreport `_ * `Sending a sosreport to Canonical `_ * `Sosreports, data and security `_