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Raising a Support Request

There are two ways to raise a support request with Atlassian:

  • (Recommended) Raise a support ticket directly via our support site on the internet and then create a support zip. The advantage of this method, is that it includes all the relevant files fisheye/crucible support need. You can also be sure that the support case has been created and includes your logs.
  • Complete the support request form via your Fisheye Administration Console. The disadvantage of this method, is that your mail may not be forwarded correctly due to an issue or security restriction on your mail server. For example, the zip of your log files are huge, hence your mail server rejects the mail.

Both methods are described below.

Raising a Support Ticket via the Internet

Raise a support ticket via the Atlassian Support System:

  1. If you do not already have a free Atlassian support account, create one here.
  2. Lodge a detailed description of your problem in the new support ticket.
  3. Fill in all applicable information about your system, such as application server, database, etc.
  4. If FishEye is running, go to the 'Atlassian Support Tools' screen in your Administration Console and copy the text of your system information into the ticket.
  5. Go to Administration > Server Settings > Debug Logging, and turn debug logging "ON".
  6. Reproduce the problem
  7. Create a support zip to attach to the ticket. If your instance does not start up, attach a zip of your FISHEYE_INST/var/logs directory to the support case.
  8. Log in to https://support.atlassian.com and select 'Create New Issue'.
  9. Once your ticket is lodge, wait to be notified by email of updates.

Support Utility

(info) It is recommended that you add a support zip to every interaction with support. The utility will also dump your system information to the logs before zipping them.

You can also use this method to append system information to an existing support ticket.

  1. Log in with as a person with admin access
  2. Go to Administration > Atlassian Support Tools > Support Zip. Ensure that everything is checked, then click on "Create Support Zip" button.
  3. Attach the created support zip, to the support case you raised.

A screenshot of the Create Support Zip form is shown below:

Raising a Support Ticket via the Fisheye Administration Console

(info) Ensure that SMTP email is set up on your Fisheye instance and your mail server allows zip files.

The advantage of this method is that it is convenient, however the disadvantage is that your mail may not be forwarded correctly due to an issue (e.g. zip file too large) or security restriction on your mail server.

You can also use this method to append system information to an existing support ticket.

On the left navigation bar, click 'Atlassian Support Tools' and subsequently on the 'Support Request' tab. Fill out the web form which will automatically send an email to Atlassian Support, attaching your FishEye logs and configuration file (if you wish).

(info) This functionality requires that the FishEye web server is already set up and capable of sending email.

Screenshot: The System Info/Support page

Fields in the Support Request form

On the Support Request form there are a number of fields to fill out and options to select.

  • 'Subject': Enter a one line summary of the problem.
  • 'Priority': Choose from Low, Medium, High or Critical.
  • 'Description': Type a detailed description of the problem you are trying to solve.
  • 'Existing Support Request': Leave this field blank to create a new support request. If you have an existing support ticket open at support.atlassian.com, enter the issue key here. This will append this request to the existing ticket.
  • 'Contact Name': Your contact name.
  • 'Contact Number': Your contact number.
  • 'Attach FishEye Logs': Tick this box to send Atlassian your FishEye log file.
  • 'Attach Config File': Tick this box to send Atlassian your FishEye configuration file.

When you have filled out the required fields, click 'Send Support Request' to finish.

(warning) Note that the form may take several minutes to fully submit, as it takes some time to export and process the log file data.

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