PMP support tickets

content/en/docs/private-platform/pmp-support.md

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+---
+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 <namespace> -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 <pclm-http-url> -u <admin-user> -p <admin-password> -t <custom-ca-cert-path>
+# List Operator License
+mx-pclm-cli license operator list -s <pclm-http-url> -u <admin-user> -p <admin-password> -t <custom-ca-cert-path>
+# List License Usage
+mx-pclm-cli license list-usage -s <pclm-http-url> -u <admin-user> -p <admin-password> -t <custom-ca-cert-path>
+# Dump Mendix App Resource
+kubectl get mendixapps.privatecloud.mendix.com <mendix-app-name> -n <namespace-name> -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).