CloudBees Jenkins Enterprise v1 support policies

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 Core. For information on moving to CloudBees Core, please refer to Migrating from CloudBees Jenkins Enterprise 1.x to CloudBees Core on modern cloud platforms 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 CloudBees Jenkins Enterprise Support Bundle with only the information about the CloudBees Jenkins Enterprise cluster, you can use the following format for pse-support.config:

+

[tiger]

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

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

## Include CJE 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 (CasC) support in CloudBees Jenkins Enterprise v1

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

Copyright © 2010-2020 CloudBees, Inc.Online version published by CloudBees, Inc. under the Creative Commons Attribution-ShareAlike 4.0 license.CloudBees and CloudBees DevOptics are registered trademarks and CloudBees Core, CloudBees Flow, CloudBees Flow Deploy, CloudBees Flow DevOps Insight, CloudBees Flow DevOps Foresight, CloudBees Flow Release, CloudBees Accelerator, CloudBees Accelerator ElectricInsight, CloudBees Accelerator Electric Make, CloudBees CodeShip, CloudBees Jenkins Enterprise, CloudBees Jenkins Platform, CloudBees Jenkins Operations Center, and DEV@cloud are trademarks of CloudBees, Inc. Most CloudBees products are commonly referred to by their short names — Accelerator, Automation Platform, Flow, Deploy, Foresight, Release, Insight, and eMake — throughout various types of CloudBees product-specific documentation. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Jenkins is a registered trademark of the non-profit Software in the Public Interest organization. Used with permission. See here for more info about the Jenkins project. The registered trademark Jenkins® is used pursuant to a sublicense from the Jenkins project and Software in the Public Interest, Inc. Read more at www.cloudbees.com/jenkins/about. Apache, Apache Ant, Apache Maven, Ant and Maven are trademarks of The Apache Software Foundation. Used with permission. No endorsement by The Apache Software Foundation is implied by the use of these marks.Other names may be trademarks of their respective owners. Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this content, and CloudBees was aware of a trademark claim, the designations have been printed in caps or initial caps. While every precaution has been taken in the preparation of this content, the publisher and authors assume no responsibility for errors or omissions, or for damages resulting from the use of the information contained herein.