From OCMUI-3149

 
Situation (GIVEN):

Red Hat Support and SRE Teams are not able to run must-gather on customers' Managed OpenShift clusters (ROSA/ARO) without explicit customer approval, even when the issue is related to control pane nodes.

Request (WHEN):

When a support ticket for a Managed Cluster is created, the customer is able to grant elevated access and authority for the Support and SRE teams to perform restricted actions (like running must-gather on the cluster).

Expectation (THEN):

Support ticket triage and resolution can happen faster and without requiring complex customer interactions, which will improve customer satisfaction and mean time to resolution.

Desired solution:
Implement a checkbox during the support ticket creation for Managed OpenShift clusters that the customer can tick to grant elevated access to Support and SRE teams. Make the information (grant) visible and available as part of the ticket description.