From 1d174ecb67ccad3caa6f8e3cebdc09ba5dc8f1f0 Mon Sep 17 00:00:00 2001 From: katarzyna_koltun Date: Fri, 21 Aug 2026 19:38:19 +0200 Subject: [PATCH 1/3] PMP support tickets --- .../en/docs/private-platform/pmp-support.md | 155 ++++++++++++++++++ 1 file changed, 155 insertions(+) create mode 100644 content/en/docs/private-platform/pmp-support.md 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..ba5e2e702b2 --- /dev/null +++ b/content/en/docs/private-platform/pmp-support.md @@ -0,0 +1,155 @@ +--- +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 + +Purpose: This template ensures that when a Customer opens a support ticket, it contains the critical information Mendix R&D needs to begin root cause analysis immediately, reducing delays and back-and-forth communication. + +1. Incident Summary +Issue Title: [A short, descriptive title, e.g., "PCLM reports license invalid", "Build fails with PVC timeout"] + +Severity/Impact: [Critical / Major / Minor] + +Affected Environment: [Production / Acceptance / Test] + +Frequency: [Always / Intermittent / First Time] + +Timestamp of Last Occurrence (UTC): [YYYY-MM-DD HH:MM UTC] — This is crucial for log correlation. + +The customer name and partner name + +2. Environment Details +Provide exact versions for the environment where the issue occurs. Please complete the fields relevant to your issue. + +PMP Installer Version: [e.g., v2.21.0] + +PMP Operator Version: [e.g., v2.22.0] + +PCLM Version: [e.g., 0.10.3] + +Studio Pro Version: [e.g., 9.24.11] + +Kubernetes Distribution & Version: [e.g., EKS 1.27, AKS 1.28, OpenShift 4.12] + +Container Registry: [e.g., Docker Hub, Azure ACR] + +Database Type & Version: [e.g., PostgreSQL 16] + +Storage Provider & StorageClass: [e.g., Amazon S3, Azure Blob Storage] + +Networking: [e.g., Nginx Ingress, ALB, DNS details] + +Secret Management: [e.g., Kubernetes Secrets, AWS Secrets Manager, Azure Key Vault] + +CI/CD Engine: [e.g., PMP Default (Tekton), Jenkins, Azure DevOps] + +3. Issue Description & Initial Troubleshooting (Required) +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.] + +4. Diagnostic Logs (Required) +A. Automated Log Archive: + +Follow the guide: Collecting Diagnostic Data for a Support Ticket + +Run the command: + +bash + + + +./mxpc-cli log-extract -n -f pmp_logs.tar.gz +Attach the resulting pmp_logs.tar.gz file to the ticket. (Note: Before sending, ensure logs do not contain sensitive information your organization prohibits sharing.) + +B. PMP Portal "Help Me" Package: + +If the issue is related to a specific Mendix application, navigate to PMP Portal > Logs & Events > Help Me and download the generated zip package. Please attach this file as well. + +5. Supplemental Data (Complete the sections relevant to your issue) +This data provides deep context for specific issue types and is often required by R&D. + +A. For Licensing / PCLM Issues: + +Prerequisite Check: Please ensure 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? Please attach the specific bundle file being used so we can validate its integrity. + +PCLM License Status & 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 +{warning} Security Warning: Please check the YAML output for sensitive data like passwords or keys. Replace them with ****** before attaching. + +Refer to: +Listing the runtime license +Listing the operator license +Verifying That the Licenses Are Applied + + + +B. For CI/CD Failures: + +Please provide the logs and errors from the related components: + +Full Build Logs: From Tekton, Jenkins, Azure DevOps, or your CI tool. + +Git clone/checkout logs. + +Storage logs (if the build fails on a storage step). + +Provide us with the PMP pod yaml file by running the following command: + +$ kubectl get pod mxplatform-master-xxxx-xxx -o yaml + +C. For Networking & Integration Issues (SSO, Ingress, etc): + +Please provide the configuration settings (YAML) and logs for related components (e.g., Ingress Controller). + +D. For Security Vulnerabilities: + +Scanner Tool Used: [e.g., Trivy, Qualys, Snyk] + +Affected PMP Image & Version: [e.g., private-cloud-operator:2.22.0] + +Action: Attach the full, unaltered scan report (PDF, CSV, or JSON) that includes the specific CVE-IDs. + +E. For Performance Issues: + +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 (e.g., response times, error rates). + +6. Internal R&D Resources +This section is for internal reference and should not be shared with partners or customers. + +Product Manager: Meng (Ruodan) Li (ruodan.li@mendix.com) + +R&D Team: Panda Team + +SDM (Service Delivery Manager): Ralf Ren (Ralf.Ren@mendix.com) + +Support Slack Channel: #private-platform-support + +Main Confluence Page: Private Mendix Platform Home \ No newline at end of file From c8b5cd8b03f6beaa15592895fa3b13834f624353 Mon Sep 17 00:00:00 2001 From: katarzyna_koltun Date: Fri, 21 Aug 2026 20:17:44 +0200 Subject: [PATCH 2/3] draft --- .../en/docs/private-platform/pmp-support.md | 87 +++++++------------ 1 file changed, 32 insertions(+), 55 deletions(-) diff --git a/content/en/docs/private-platform/pmp-support.md b/content/en/docs/private-platform/pmp-support.md index ba5e2e702b2..3ad66f085c7 100644 --- a/content/en/docs/private-platform/pmp-support.md +++ b/content/en/docs/private-platform/pmp-support.md @@ -8,47 +8,37 @@ weight: 70 ## Introduction -Purpose: This template ensures that when a Customer opens a support ticket, it contains the critical information Mendix R&D needs to begin root cause analysis immediately, reducing delays and back-and-forth communication. +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. -1. Incident Summary -Issue Title: [A short, descriptive title, e.g., "PCLM reports license invalid", "Build fails with PVC timeout"] +## Incident Summary -Severity/Impact: [Critical / Major / Minor] +In the incident summary, provide the following information: -Affected Environment: [Production / Acceptance / Test] +* **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). -Frequency: [Always / Intermittent / First Time] +## Environment Details -Timestamp of Last Occurrence (UTC): [YYYY-MM-DD HH:MM UTC] — This is crucial for log correlation. +Provide the exact versions for the environment where the issue occurs. Please complete the fields relevant to your issue. -The customer name and partner name +* **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 -2. Environment Details -Provide exact versions for the environment where the issue occurs. Please complete the fields relevant to your issue. +## Issue Description and Initial Troubleshooting (Required) -PMP Installer Version: [e.g., v2.21.0] - -PMP Operator Version: [e.g., v2.22.0] - -PCLM Version: [e.g., 0.10.3] - -Studio Pro Version: [e.g., 9.24.11] - -Kubernetes Distribution & Version: [e.g., EKS 1.27, AKS 1.28, OpenShift 4.12] - -Container Registry: [e.g., Docker Hub, Azure ACR] - -Database Type & Version: [e.g., PostgreSQL 16] - -Storage Provider & StorageClass: [e.g., Amazon S3, Azure Blob Storage] - -Networking: [e.g., Nginx Ingress, ALB, DNS details] - -Secret Management: [e.g., Kubernetes Secrets, AWS Secrets Manager, Azure Key Vault] - -CI/CD Engine: [e.g., PMP Default (Tekton), Jenkins, Azure DevOps] - -3. Issue Description & Initial Troubleshooting (Required) Problem Description: [Describe the technical failure. What happened versus what was expected?] Steps to Reproduce: [Provide a clear, step-by-step guide if possible.] @@ -68,12 +58,12 @@ bash -./mxpc-cli log-extract -n -f pmp_logs.tar.gz -Attach the resulting pmp_logs.tar.gz file to the ticket. (Note: Before sending, ensure logs do not contain sensitive information your organization prohibits sharing.) +./mxpc-cli log-extract -n -f Private Mendix Platform_logs.tar.gz +Attach the resulting Private Mendix Platform_logs.tar.gz file to the ticket. (Note: Before sending, ensure logs do not contain sensitive information your organization prohibits sharing.) -B. PMP Portal "Help Me" Package: +B. Private Mendix Platform Portal "Help Me" Package: -If the issue is related to a specific Mendix application, navigate to PMP Portal > Logs & Events > Help Me and download the generated zip package. Please attach this file as well. +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. Please attach this file as well. 5. Supplemental Data (Complete the sections relevant to your issue) This data provides deep context for specific issue types and is often required by R&D. @@ -119,19 +109,19 @@ Git clone/checkout logs. Storage logs (if the build fails on a storage step). -Provide us with the PMP pod yaml file by running the following command: +Provide us with the Private Mendix Platform pod yaml file by running the following command: $ kubectl get pod mxplatform-master-xxxx-xxx -o yaml C. For Networking & Integration Issues (SSO, Ingress, etc): -Please provide the configuration settings (YAML) and logs for related components (e.g., Ingress Controller). +Please provide the configuration settings (YAML) and logs for related components (for example, Ingress Controller). D. For Security Vulnerabilities: -Scanner Tool Used: [e.g., Trivy, Qualys, Snyk] +Scanner Tool Used: [for example, Trivy, Qualys, Snyk] -Affected PMP Image & Version: [e.g., private-cloud-operator:2.22.0] +Affected Private Mendix Platform Image & 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. @@ -139,17 +129,4 @@ E. For Performance Issues: 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 (e.g., response times, error rates). - -6. Internal R&D Resources -This section is for internal reference and should not be shared with partners or customers. - -Product Manager: Meng (Ruodan) Li (ruodan.li@mendix.com) - -R&D Team: Panda Team - -SDM (Service Delivery Manager): Ralf Ren (Ralf.Ren@mendix.com) - -Support Slack Channel: #private-platform-support - -Main Confluence Page: Private Mendix Platform Home \ No newline at end of file +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 From c51d6312f3f821ea335e6e51163e7f8d8dc7a314 Mon Sep 17 00:00:00 2001 From: katarzyna_koltun Date: Fri, 21 Aug 2026 22:04:25 +0200 Subject: [PATCH 3/3] formatting --- .../en/docs/private-platform/pmp-support.md | 108 +++++++++--------- 1 file changed, 56 insertions(+), 52 deletions(-) diff --git a/content/en/docs/private-platform/pmp-support.md b/content/en/docs/private-platform/pmp-support.md index 3ad66f085c7..0f99ade6435 100644 --- a/content/en/docs/private-platform/pmp-support.md +++ b/content/en/docs/private-platform/pmp-support.md @@ -39,50 +39,51 @@ Provide the exact versions for the environment where the issue occurs. Please co ## Issue Description and Initial Troubleshooting (Required) -Problem Description: [Describe the technical failure. What happened versus what was expected?] +Provide the following information: -Steps to Reproduce: [Provide a clear, step-by-step guide if possible.] +* **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. -Error Messages: [Paste the full, exact error output from the UI, CLI, or API response.] +## Diagnostic Logs (Required) -Troubleshooting Already Performed: [List any commands you ran or checks you performed and their results.] +### Automated Log Archive -4. Diagnostic Logs (Required) -A. Automated Log Archive: +To collect automated logs, perform the following steps: -Follow the guide: Collecting Diagnostic Data for a Support Ticket +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: -Run the command: + ```bash + ./mxpc-cli log-extract -n -f Private Mendix Platform_logs.tar.gz + ``` -bash +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 -./mxpc-cli log-extract -n -f Private Mendix Platform_logs.tar.gz -Attach the resulting Private Mendix Platform_logs.tar.gz file to the ticket. (Note: Before sending, ensure logs do not contain sensitive information your organization prohibits sharing.) +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. -B. Private Mendix Platform Portal "Help Me" Package: +## Supplemental Data -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. Please attach this file as well. +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. -5. Supplemental Data (Complete the sections relevant to your issue) -This data provides deep context for specific issue types and is often required by R&D. +### Licensing or PCLM Issues -A. For Licensing / PCLM Issues: +For licensing or PCLM issues, provide the following information: -Prerequisite Check: Please ensure you are using the latest versions of the Operator and PCLM. +* **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: -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? Please attach the specific bundle file being used so we can validate its integrity. - -PCLM License Status & Mendix App Dump: Run the following commands and provide the output: - -bash - - - -# List Runtime License +```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 @@ -90,43 +91,46 @@ mx-pclm-cli license operator list -s -u -p -u -p -t # Dump Mendix App Resource kubectl get mendixapps.privatecloud.mendix.com -n -o yaml -{warning} Security Warning: Please check the YAML output for sensitive data like passwords or keys. Replace them with ****** before attaching. - -Refer to: -Listing the runtime license -Listing the operator license -Verifying That the Licenses Are Applied +``` - +{{% alert color="warning" %}} +Check the YAML output for sensitive data like passwords or keys. Replace them with ****** before attaching. +{{% /alert %}} -B. For CI/CD Failures: +For more information, refer to the following topics: -Please provide the logs and errors from the related components: +* [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) -Full Build Logs: From Tekton, Jenkins, Azure DevOps, or your CI tool. +### CI/CD Failures -Git clone/checkout logs. +For CI/CD failures, provide the logs and errors from the related components: -Storage logs (if the build fails on a storage step). - -Provide us with the Private Mendix Platform pod yaml file by running the following command: +* 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 +``` -C. For Networking & Integration Issues (SSO, Ingress, etc): - -Please provide the configuration settings (YAML) and logs for related components (for example, Ingress Controller). +### Networking and Integration Issues -D. For Security Vulnerabilities: +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). -Scanner Tool Used: [for example, Trivy, Qualys, Snyk] +### Security Vulnerabilities -Affected Private Mendix Platform Image & Version: [for example, private-cloud-operator:2.22.0] +For security vulnerabilities, provide the following information: -Action: Attach the full, unaltered scan report (PDF, CSV, or JSON) that includes the specific CVE-IDs. +* **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. -E. For Performance Issues: +### Performance Issues -Resource Utilization Metrics: Provide CPU, memory, database, and network usage graphs or logs from your monitoring tools. +For performance issues, provide the following information: -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 +* **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