The suggested steps below help create an efficient Support case by skipping the initial information gathering phase of a ticket. Case resolution can be expedited when the right information is sent in the first email, the JFrog Support engineer will be able to begin troubleshooting more efficiently.
When opening a ticket for a technical issue, please check the following checklist:
- Select the appropriate severity when creating a new Support Ticket.
- Include a full description of the issue that you are having/seeing including:
- A clear problem statement - " I can't run this 'mvn install' command and it used to work. "
- If there's a problem with a repository, note the name and package type of the repo
- Provide a general timeframe or timeline of the error or issue
- Try to capture the full error stack trace you are seeing (This can be Artifactory logs or client output)
- Full client commands used during the incident, such as what command causes the failure
- Include screenshots, along with any documentation or KB article you followed
- A full Support Bundle (On-Prem Artifactory installs)
An Artifactory bundle should be captured if the issue was only with Artifactory. Please capture an Artifactory and Xray bundle if the problem involves Xray as the two systems are linked.
Artifactory Cloud users (*.jfrog.io) don't need to provide logs, as JFrog Support has access to this information. Cloud users should still provide any client-side error they are seeing so the Support engineers can find the error in the cloud logs.
For any Critical issues, in addition to the above information, please elaborate on what was happening prior to the outage. For example, were there any recent changes, upgrades, or actions taken right before the issue?