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Support Ticket Examples

Easily create support tickets for bugs & feature requests using our templates

Overview

Use the example templates below to create support tickets for bugs/issues, feature requests, or general questions you might have.

Support Template: Issues/bugs

Use the following template to create a support ticket for bugs/issues.

What is currently happening?

A sentence or two that describes what’s happening now.

What are the expected results?

A sentence or two that describes what you expected to happen.

Details

A detailed description of this issue.

Please see Additional Information for Issues/Bugs

How to reproduce

A step-by-step guide on how to reproduce this issue.

Impact

Describe the business impact of this issue. Does the issue affect any projects with set deadlines?

Additional Information for Issues/Bugs

To troubleshoot issues or bugs effectively, Codefresh Support requires a detailed description of the issue which includes the following information:

Functional errors

  1. Exact error messages received.
  2. Failed build IDs (1-3 examples).
  3. Does the issue persist after a new run, not just a restart?
  4. Were any changes made recently to the pipeline?
  5. Last successful execution, and when the issue first occurred.
  6. Details on the affected pipelines (e.g., how many, names, etc.).
  7. Codefresh runner version and setup (e.g., SaaS, hybrid, or on-prem).
  8. User impersonation.
    • Support may sometimes need to impersonate your user to understand and troubleshoot the issue. To enable impersonation for your user, please navigate to User Settings. Under the Security section, select the checkbox for Allow Codefresh support team to login as my user (all the operations made by the team will be audited) and save the settings. Please let support know if you have enabled impersonation.
  9. Engine and DIND logs for the failed build:
    • While the build is running, navigate to the cluster, and locate the pods named engine-[buildID] and dind-[buildID].
    • Save those logs to a file and attach them to the ticket.
    • Alternatively, you can use the Codefresh Support Package to collect the required data while the affected build is running and the error message is received.
  10. Helm values file (to identify overrides such as images or other configurations).

UI: Slowness and other issues

  1. Codefresh usernames and number of affected users.
  2. Link to UI page being accessed.
  3. Action being performed.
  4. Timestamp of incident.
  5. Does the issue persist in another browser or in incognito mode?
  6. Do you use a VPN/proxy to access the page?
  7. HAR file (a log of network requests during the incident). HAR File Guide.
  8. Screenshots or videos showing the behavior.
    • Please make sure that the screenshot/video includes the full browser window.

Scalability and resource management

  1. Codefresh runner version and setup (e.g., SaaS, hybrid, or on-prem).
  2. Helm values file to identify overrides such as images or other configurations.
  3. Nodes overview. Description of the node.
  4. Events from the namespace.
  5. Runner pod logs.
  6. Volume-provisioner pod logs.
  7. Ebs-csi pod logs in the kube-system namespace if there are volume issues and you’re using ebs-csi.
  8. Overview of cluster scale up/down events for the relevant timeframe.

Alternatively, to collect the data for 3 through 6, use the Codefresh Support Package.

Security concerns

  1. Report from the security team/tool, if any.
  2. Description of the potential data loss or security vulnerability.
  3. The CVE and the specific image it pertains to.
  4. Logs or evidence highlighting inconsistencies or failures.

Support Template: Feature requests

Use the following template to submit feature requests.

Details

Describe your feature request.

Current Workflow

Describe the current process / workaround you have in place due to this feature not being implemented yet.

Impact

Describe why you need this feature and the impact of this feature request when implemented.

Support Template: General

Use this template for general questions you have, not related to an issue or feature request.

Question

Add your question here.

Context

Add background information on your question. Add links or any details that will help us to understand the question above.

Common Issues