diff --git a/content/en/docs/private-platform/pmp-support.md b/content/en/docs/private-platform/pmp-support.md new file mode 100644 index 00000000000..0f99ade6435 --- /dev/null +++ b/content/en/docs/private-platform/pmp-support.md @@ -0,0 +1,136 @@ +--- +title: "Collect Diagnostic Data for a Support Ticket for Private Mendix Platform" +linktitle: "Collect Data for a Support Ticket" +url: /private-mendix-platform/support/ +description: "Documents the information that should be collected to create a Private Mendix Platform support ticket." +weight: 70 +--- + +## Introduction + +When you opens a support ticket for Private Mendix Platform, ensure that it contains the critical information Mendix needs to begin root cause analysis immediately, reducing delays and back-and-forth communication. + +## Incident Summary + +In the incident summary, provide the following information: + +* **Issue Title** - A short, descriptive title, for example, *PCLM reports invalid license*, *Build fails with PVC timeout*. +* **Severity/Impact** - Specify Critical, Major, or Minor +* **Affected Environment** - Specify Production, Acceptance, or Test +* **Frequency** - Specify Always, Intermittent, or First Time +* **Timestamp of Last Occurrence (UTC)** - The time when the issue last occurred, in `YYYY-MM-DD HH:MM UTC` format. This is crucial for log correlation. +* The name of the customer and partner (if applicable). + +## Environment Details + +Provide the exact versions for the environment where the issue occurs. Please complete the fields relevant to your issue. + +* **Private Mendix Platform Installer Version** - For example, v2.21.0 +* **Private Mendix Platform Operator Version** - For example, v2.22.0 +* **PCLM Version** - For example, 0.10.3 +* **Studio Pro Version** - For example, 9.24.11 +* **Kubernetes Distribution and Version** - For example, EKS 1.27, AKS 1.28, OpenShift 4.12 +* **Container Registry** - For example, Docker Hub, Azure ACR +* **Database Type and Version** - For example, PostgreSQL 16 +* **Storage Provider and Storage Class** - For example, Amazon S3, Azure Blob Storage +* **Networking** - For example, Nginx Ingress, ALB, DNS details +* **Secret Management** - For example, Kubernetes Secrets, AWS Secrets Manager, Azure Key Vault +* **CI/CD Engine** - For example, Private Mendix Platform Default (Tekton), Jenkins, Azure DevOps + +## Issue Description and Initial Troubleshooting (Required) + +Provide the following information: + +* **Problem Description** - Describe the technical failure. What happened versus what was expected? +* **Steps to Reproduce** - Provide a clear, step-by-step guide if possible. +* **Error Messages** - Paste the full, exact error output from the UI, CLI, or API response. +* **Troubleshooting Already Performed** - List any commands you ran or checks you performed and their results. + +## Diagnostic Logs (Required) + +### Automated Log Archive + +To collect automated logs, perform the following steps: + +1. Follow the process described in [Collecting Diagnostic Data for a Support Ticket](/developerportal/deploy/private-cloud-deploy/#collecting-diagnostic-data-for-a-support-ticket). +2. Run the following command: + + ```bash + ./mxpc-cli log-extract -n -f Private Mendix Platform_logs.tar.gz + ``` + +3. Attach the resulting Private Mendix Platform_logs.tar.gz file to the ticket. + +{{% alert color="warning" %}} +Before sending, ensure that the logs do not contain sensitive information your organization prohibits sharing. +{{% /alert %}} + +### Help Me Package + +If the issue is related to a specific Mendix application, navigate to **Private Mendix Platform Portal > Logs & Events > Help Me**, and download the generated .zip package. Attach this file to your request, in addition to the automated log archive. + +## Supplemental Data + +This data provides deep context for specific issue types and is often required by R&D. Complete the sections relevant to your issue, as needed. + +### Licensing or PCLM Issues + +For licensing or PCLM issues, provide the following information: + +* **Prerequisite Check** - Ensure that you are using the latest versions of the Operator and PCLM. +* **PCLM Logs** - Already included in the log-extract archive. +* **License Bundle Details** - When and from whom (Mendix Support, CSM, Account Manager) was the current PCLM license bundle received. Attach the specific bundle file being used so that Mendix can validate its integrity. +* **PCLM License Status and Mendix App Dump** - Run the following commands and provide the output: + +```bash +List Runtime License +mx-pclm-cli license runtime list -s -u -p -t +# List Operator License +mx-pclm-cli license operator list -s -u -p -t +# List License Usage +mx-pclm-cli license list-usage -s -u -p -t +# Dump Mendix App Resource +kubectl get mendixapps.privatecloud.mendix.com -n -o yaml +``` + +{{% alert color="warning" %}} +Check the YAML output for sensitive data like passwords or keys. Replace them with ****** before attaching. +{{% /alert %}} + +For more information, refer to the following topics: + +* [Listing the Runtime License](/developerportal/deploy/private-cloud/private-cloud-license-manager/#listing-the-runtime-license) +* [Listing the Operator License](/developerportal/deploy/private-cloud/private-cloud-license-manager/#listing-the-operator-license) +* [Verifying That the Licenses Are Applied](/developerportal/deploy/private-cloud/private-cloud-license-manager/#verify) + +### CI/CD Failures + +For CI/CD failures, provide the logs and errors from the related components: + +* Full build logs from Tekton, Jenkins, Azure DevOps, or your CI tool +* Git clone or checkout logs +* Storage logs (if the build fails on a storage step) +* Private Mendix Platform pod .yaml file; to generate it, run the following command: + +```text +$ kubectl get pod mxplatform-master-xxxx-xxx -o yaml +``` + +### Networking and Integration Issues + +For networking and integration issues (for example, SSO or Ingress), provide the configuration settings (in .yaml format) and logs for the affected components (for example, Ingress Controller). + +### Security Vulnerabilities + +For security vulnerabilities, provide the following information: + +* **Scanner Tool Used** - For example, Trivy, Qualys, Snyk +* **Affected Private Mendix Platform Image and Version** - For example, `private-cloud-operator:2.22.0` +* **Action** - Attach the full, unaltered scan report (PDF, CSV, or JSON) that includes the specific CVE-IDs. + +### Performance Issues + +For performance issues, provide the following information: + +* **Resource Utilization Metrics** - Provide CPU, memory, database, and network usage graphs or logs from your monitoring tools. +* **Application Performance Metrics** - Include any relevant performance metrics from your application monitoring tools (for example, response times, error rates). \ No newline at end of file