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.|
You must have a
cjecommand-line installation with a valid project directory associated with your running cluster.
Generate a Support Bundle. For instructions, see Generating a Support Bundle.
Submit a Support Request through the Support portal.
In the Support Request, specify an offering of CloudBees Jenkins Enterprise v1.
Provide any additional requested information.
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.
After you submit a support issue, here’s what should happen next:
You’ll receive an automated email indicating that CloudBees has received your support request.
Depending on the priority level of your issue, you’ll be contacted by a CloudBees employee within the target response time.
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:
Log into the CloudBees Jenkins Enterprise workspace used to generate the cluster.
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.
cje preparecommand to stage the Support Bundle:
$ cje prepare pse-support
Review and edit the
pse-support.configfile as needed. By default, this file will include everything available at the time the
cje preparecommand was issued.
cje applycommand to generate the Support Bundle.
$ cje apply
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).
cje applyoperation completes, you can retrieve the archive from your CloudBees Jenkins Enterprise workspace. The archive is named
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
[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 to include, by default all controllers and workers # servers = controller-1,worker-1,worker-2