Create a support zip using the REST API in Server applications

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Support zips help Atlassian Support understand how your application has been configured and troubleshoot your problem.

The most common way to generate a support zip is from the administration menu of your application. However, you can also use the REST API to create the zip. Learn more about creating a support zip 

If you're running a Data Center application (in a cluster), check out Create a support zip using the REST API in Data Center applications as the process is a little different.

The option to use REST to generate a support zip is only available for applications running Atlassian Troubleshooting and Support Tools 1.9.1 or later. Some options on this page require version 1.11.0 or later.

You can upgrade this app at any time: in the Administration menu, go to Manage apps, and search for Atlassian Troubleshooting and Support Tools (ATST). If you're running an older version, it may be called Atlassian Support Tools. Learn more about upgrading apps 

REST API reference

We’ve added new API parameters in Atlassian Troubleshooting and Support Tools 1.49.0. Learn more about the introduced changes

This page contains examples of using this REST API in Server applications using curl and Windows PowerShell. You can use the scripting language of your choice. 

The following REST endpoints are available:

REST APIDescriptionFor

/rest/troubleshooting/latest/support-zip/local

Create a support zip Server
/rest/troubleshooting/latest/support-zip/status/taskGet the status of all recent zip creation tasksServer
/rest/troubleshooting/latest/support-zip/status/task/<taskId>Get the status of a specific zip creation taskServer and Data Center 

/rest/troubleshooting/latest/support-zip/download/<filename>

Download support zip fileServer and Data Center
/rest/troubleshooting/latest/support-zip/clusterCreate a support zip on multiple nodes of the clusterData Center
/rest/troubleshooting/latest/support-zip/status/cluster/<clusterTaskId>Get the status of the zip creation tasks for the clusterData Center

Generate a support zip

When you generate a support zip via the admin console, you're able to select which items to include, limit file sizes if needed, and export log files for the selected timeframe. You'll need System administrator permissions to generate the support zip. 

To generate a support zip from the command line: 

curl -u <username>:<password> -X POST http://<app-url.example.com:8080>/rest/troubleshooting/latest/support-zip/local
To generate a support zip using Windows PowerShell...

This step requires Invoke-WebRequest. This was introduced in PowerShell v3.0, so is available by default in Windows 8 and from Windows Server 2012. 

# Specify your username, password and Base URL (including a context path if one is being used) below
$user = '<username>'
$pass = '<password>'
$baseurl = 'http://<app-url.example.com:8080>'

# no need to change anything below this line
$pair = "$($user):$($pass)"
$encodedCreds = [System.Convert]::ToBase64String([System.Text.Encoding]::ASCII.GetBytes($pair))
$basicAuthValue = "Basic $encodedCreds"

$headers = @{}
$headers.Add("Authorization", $basicAuthValue)
$headers.Add("X-Atlassian-Token", "no-check")

Invoke-WebRequest -Method POST -Uri "$baseurl/rest/troubleshooting/latest/support-zip/local" -UseBasicParsing -Headers $headers

This returns the Task ID and progress information, for example:

{
   "taskId":"9e7b7012-0730-427b-bf85-607d15abadb5",
   "progressPercentage":0, 
   "progressMessage":"Processing"
}
Output when using Windows PowerShell...
StatusCode        : 200
StatusDescription : OK
Content           : {"taskId":"9e7b7012-0730-427b-bf85-607d15abadb5","progressPercentage":0,"progressMessage":""}

Check the progress of the task

Often it can take some time to generate the zip, especially on large instances. To check the progress of the task:

curl -u <username>:<password> http://<app-url.example.com:8080>/rest/troubleshooting/latest/support-zip/status/task/<taskId>

The task ID in this example would be 9e7b7012-0730-427b-bf85-607d15abadb5

To generate a support zip using Windows PowerShell...
# Specify your username, password and Base URL (including a context path if one is being used) below
$user = '<username>'
$pass = '<password>'
$baseurl = 'http://<app-url.example.com:8080>'
$taskid = '<taskid>'

# no need to change anything below this line
$pair = "$($user):$($pass)"
$encodedCreds = [System.Convert]::ToBase64String([System.Text.Encoding]::ASCII.GetBytes($pair))
$basicAuthValue = "Basic $encodedCreds"

$headers = @{}
$headers.Add("Authorization", $basicAuthValue)
$headers.Add("X-Atlassian-Token", "no-check")

(Invoke-WebRequest -Uri "$baseurl/rest/troubleshooting/latest/support-zip/status/task/$taskid" -UseBasicParsing -Headers $headers).Content

This returns the current progress. In this example, the zip is complete and ready to be transferred from the appropriate home directory. 

{
"taskId":"9e7b7012-0730-427b-bf85-607d15abadb5",
"progressPercentage":100,
"progressMessage":"Your support ZIP can be found in your home directory at: C:\\<home-directory\\export\\JIRA_support_node1_2018-04-03-11-37-37.zip or you can download a copy.",
"fileName":"JIRA_support_node1_2018-04-03-11-37-37.zip"
}

Check all recently requested support zips

To check the progress of all support zips recently requested on that node: 

curl -u <username>:<password> http://<app-url.example.com:8080>/rest/troubleshooting/latest/support-zip/status/task
To generate a support zip using Windows PowerShell...
# Specify your username, password and Base URL (including a context path if one is being used) below
$user = '<username>'
$pass = '<password>'
$baseurl = 'http://<app-url.example.com:8080>'
# To see all, just set $taskid to empty string
$taskid= ''

# no need to change anything below this line
$pair = "$($user):$($pass)"
$encodedCreds = [System.Convert]::ToBase64String([System.Text.Encoding]::ASCII.GetBytes($pair))
$basicAuthValue = "Basic $encodedCreds"

$headers = @{}
$headers.Add("Authorization", $basicAuthValue)
$headers.Add("X-Atlassian-Token", "no-check")

(Invoke-WebRequest -Uri "$baseurl/rest/troubleshooting/latest/support-zip/status/task/$taskid" -UseBasicParsing -Headers $headers).Content

This returns details of any support zips being generated, or which were generated in the last 2 hours, for example:

[{
    "taskId": "36b64a49-13d2-45b6-92d5-554577649906",
    "progressPercentage": 100,
    "progressMessage": "Your support ZIP can be found in your home directory at: /<home-directory>/export/JIRA_support_node1_2018-04-03-11-37-37.zip or you can download a copy.",
    "fileName": "JIRA_support_2018-04-03-11-37-37.zip"
}, {
    "taskId": "34d7cdce-12f7-4b46-b287-5f5040f2362b",
    "progressPercentage": 100,
    "progressMessage": "Your support ZIP can be found in your home directory at: /<home-directory>/export/JIRA_support_2018-04-03-11-24-58.zip or you can download a copy.",
    "fileName": "JIRA_support_2018-04-03-11-24-58.zip"
}]

We can only display recently requested support zips from the current session. If you restart your application, the REST API won't return details of any support zips requested before a restart. 

Generate a support zip with particular parameters

This option is only available with Atlassian Troubleshooting and Support Tools version 1.11.0 or later. 

When you generate a support zip via the admin menu, you're able to select which items to include, and whether to limit file sizes. This is also possible when generating the zip using the REST API.

For example, if you only wanted the log files and health check results, and didn't want to limit file sizes you could use the following:

curl -s -X POST -H 'Content-Type: application/json' -u <username>:<password> http://<app-url.example.com:8080>/rest/troubleshooting/latest/support-zip/local -d '{"items":["application-logs", "tomcat-logs", "healthchecks"], "limitFileSizes": false}'

Including the Content-Type header allows you to include a JSON payload, which is used to specify particular nodes or items to include in the zip. 

Here's a list of items you can include in your support zip, and what they're called in the UI, for reference. See Create a Support Zip for a full description of each item. 
Description in UIField for APIIncluded by default
Authentication Configuration
auth-cfg
Yes
Application Configuration Files
application-config
Yes
Application properties
application-properties
Yes
Application Customization
confluence-customisations
Yes (Confluence)
Health checks
healthchecks
Yes
Application Logs
application-logs
Yes
Cache Configuration
cache-cfg
Yes
Fisheye/Crucible.out log
fecru-out
Yes (Fisheye/Crucible)
Fisheye/Crucible plugin configuration
fecru-pluginstate-properties
Yes (Fisheye/Crucible)
Locally modified files
modz
Yes (Fisheye/Crucible)
Fisheye/Crucible plugin configuration files
fecru-plugin-cfg
Yes (Fisheye/Crucible)
Thread dumps
thread-dump
No
Tomcat Configuration Files
tomcat-config
Yes
Tomcat Logs
tomcat-logs
Yes
Tomcat access logs
tomcat-access-logs
No
Jira cluster nodes
cluster-nodes
Yes (Jira)
Cloud Migration Logs
cloud-migration-logs
Yes
Include runtime diagnostics data
jfr-bundle
Yes (If Java Flight Recorder has been enabled)
Synchrony configuration
synchrony-config
Yes (Confluence)

REST API parameters added in 1.49.0

We’ve added new API parameters in the 1.49.0 version of the app. These parameters allow you to define the Modification date of log files and select the Maximum file size for each exported file. Learn more about the introduced options 

If you upgrade your ATST app to the 1.49.0 version or later but continue using the old API only with the limitFileSizes:true parameter to fetch Tomcat access logs, all Tomcat access logs will be added to the zip. This might significantly affect your zip size because these logs aren’t affected by the Maximum file size option. 

To limit the number of Tomcat access logs added to your zip, use the new fileConstraintLastModified parameter. 

New API parameters are available in Troubleshooting and Support Tools 1.49 and later:

ParameterDescriptionValues
fileConstraintLastModified

Export log files that were last modified within the selected period.

If you don’t want to change the behavior of past API calls, don’t add this parameter and the time limit won’t be applied.

  • Any time (unlimited): -1

  • Today: 0

  • In the past 3 days: 3

  • In the past 5 days: 5

  • In the past 10 days: 10

fileConstraintSizeThis parameter always takes precedence over the old limitFileSizes. This means that if the request provides limitFileSizes: false and fileConstraintSize: 25, the 25 MB per file limitation will be applied while creating a support zip.
  • No limit: -1

  • For 25 MB per file: 25

  • For 100 MB per file: 10

  • For 500 MB per file: 500

Examples of POST request’s parameters for creating support zip and expected results

If limitFileSizes, fileConstraintSize, or fileConstraintLastModified isn’t present, assume it’s not included in the request’s parameters:

// File size constraint with default value (100MB per each file) applied
{
...,
"limitFileSizes":"true"
}

// No file size limits are applied
{
...,
"limitFileSizes":"false"
}

// File size constraint with default value (100MB per each file) applied
{
...
}

// File size constraint with value of 25MB per each file applied
{
...,
"limitFileSizes":"false",
"fileConstraintSize":"25"
}

{
...,
"limitFileSizes":"true",
"fileConstraintSize":"25"
}

{
...,
"fileConstraintSize":"25"
}

// File age constraint for files modified in current day applied
{
...,
"fileConstraintLastModified":"0"
}

/**
* File size constraint with value of 25MB per each file applied
* File age constraint for files modified in the past 5 days applied
*/
{
...,
"fileConstraintSize":"25",
"fileConstraintLastModified":"5"
}
tip/resting Created with Sketch.

The API for creating support zip is backward compatible. However, the default value for file size limit changes from 25 MB to 100 MB per file in the support zip.

Download the support zip

This option is available with Atlassian Troubleshooting and Support Tools version 1.11.0 or later. 

The support zip will be saved to a location in your home directory. If you're not able to easily access that directory, or you want to automate the process, you can use the REST API to download it as follows:

curl -u <username>:<password> http://<app-url.example.com:8080>/rest/troubleshooting/latest/support-zip/download/JIRA_support_2018-04-03-11-24-58.zip -o support.zip

Troubleshooting

  • You need System administrator permissions to generate the support zip. The request will fail with a permission error if you don't have the proper permissions
  • If you see a 404 error, make sure Jira is running and has version 1.9.1 or later of the Atlassian Troubleshooting and Support Tools add-on. You can update the app at any time. Learn more about updating apps 
  • If nothing is returned in your terminal, then it is likely that you need to provide the URL of the specific node, not your application's base URL (load balancer URL). 
  • If an ' XSRF check failed'  error is returned, you can add the X-Atlassian-Token header to each request, setting the value to no-check. Adding this header to a request bypasses the server-side XSRF check and allows the request to be fulfilled.  For example:

    curl -u <username>:<password> -X POST http://<app-node1.example.com:8080>/rest/troubleshooting/latest/support-zip/local -H "X-Atlassian-Token: no-check"


Last modified on Apr 29, 2024

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