CloudBees Jenkins Enterprise v1 support policies

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This page details the support policies specific to CloudBees Jenkins Enterprise v1.

You can view the full CloudBees Support terms and conditions at CloudBees support terms and conditions.

CloudBees will no longer be supporting CloudBees Jenkins Enterprise 1.x after July 30, 2020. This end-of-life announcement allows CloudBees to focus on driving new technology and product innovation for CloudBees CI. For information on moving to CloudBees CI, please refer to CloudBees Jenkins Enterprise 1.x to CloudBees CI on modern cloud platforms migration guide which has been created to help you with the migration process. Existing customers can also contact their CSM to help ensure a smooth transition.

CloudBees Jenkins Enterprise v1 support, in a nutshell

  • You must have a cje command-line installation with a valid project directory associated with your running cluster.

How to get support

  1. Generate a Support Bundle. For instructions, see Generating a Support Bundle.

  2. Submit a Support Request through the Support portal.

  3. In the Support Request, specify an offering of CloudBees Jenkins Enterprise v1.

  4. Provide any additional requested information.

  5. Attach the Support Bundle you generated earlier to the request. If the Support Bundle is larger than 20MB, see the Knowledge Base article Managing large support bundles.

What you should expect next

After you submit a support issue, here’s what should happen next:

  1. You’ll receive an automated email indicating that CloudBees has received your support request.

  2. Depending on the priority level of your issue, you’ll be contacted by a CloudBees employee within the target response time.

Generating a Support Bundle

The Support Bundle helps CloudBees engineers diagnose customer issues in the CloudBees Jenkins Enterprise (v1) environment.

A Support Bundle includes: * Logs of all CloudBees Jenkins Enterprise service applications running in the cluster. * Access logs. * A Support Bundle, if available, for the operations center instance in the cluster.

To generate a full support bundle:

  1. Log into the CloudBees Jenkins Enterprise workspace used to generate the cluster.

  2. Complete or cancel any ongoing operations. If you cannot cancel an ongoing operation, the Support Bundle will be generated using default options, and will not affect the staged or running operation.

  3. Use the cje prepare command to stage the Support Bundle:

    $ cje prepare pse-support
  4. Review and edit the pse-support.config file as needed. By default, this file will include everything available at the time the cje prepare command was issued.

  5. Issue the cje apply command to generate the Support Bundle.

    $ cje apply
  6. The Support Bundle is generated by connecting to all controllers and workers in the cluster, as well as operations center (if operations center is running).

  7. After the cje apply operation completes, you can retrieve the archive from your CloudBees Jenkins Enterprise workspace. The archive is named cloudbees-pse-support-<timestamp>.tar.gz.

To generate a Support Bundle with only the information about the CloudBees Jenkins Enterprise cluster, you can use the following format for pse-support.config:



## Include the Support Core Plugin Bundle.
cjoc_support_bundle = no

## Include logs of the controllers and workers.
cluster_task_logs = no

## Include Workspace Specific Files
pse_workspace = yes

## Include Elasticsearch diagnostics
elasticsearch = no

To collect the information for specific controllers or workers, you can use the servers argument:


## Servers to include, by default all controllers and workers
# servers = controller-1,worker-1,worker-2

Configuration as Code support in CloudBees Jenkins Enterprise v1

The Configuration as Code plugin is not supported in CloudBees Jenkins Enterprise v1.