Overview

JFrog provides SLA based support for Pro X, Enterprise and Enterprise+ licensing tiers. If you have purchased one of these tiers you may contact JFrog support through the JFrog Support Portal. In most cases, JFrog support will require some initial information about your system and relevant log files. In order to expedite handling of your issue, Artifactory lets you generate all the initially required information in the Administration module Support Zone page. When opening a support ticket, you can attach the information bundle to expedite handling of your issue.

If you are running Artifactory on an OSS license, and therefore do not have access to JFrog Support Portal, you may visit to access the Artifactory Community Forum.

Support Zone is only available for Artifactory on-prem installations.

Requesting Support

To request support:

  1. From the Administration module, go to Support Zone, and create a new support bundle with the relevant information
  2. Open a support ticket with the information bundle attached in the.

Unless you are sure about the information JFrog support will need in order to address your issue, we recommend providing all items in the support bundle you upload.

A support bundle for an Artifactory HA installation contains information for all nodes in the cluster.

Note that creating a Thread dump and System logs may be resource intensive operations and may create large information bundles.

Creating a Support Bundle

  1. To create a new support bundle, in the Administration module, go to Support Zone, and click Create new support bundle.

    This displays the Create New Support Bundle window.
  2. Specify the service for which you wish to create the support bundle.
  3. Once you have checked all the information items you wish to include in your information bundle (see below), click Create to create the bundle.


Select service
Select the service related to the reported issue.
Configuration files
If checked, provides configuration files that affect Artifactory's functionality.
System info

If checked, provides information about your system including storage, system properties, JVM information and plugin status. For details please refer to System Information.

Logs

If checked, system logs are included in the support bundle. You may specify the time span for which system logs should be included.

Date span considers files according to the time stamp present in the file name, not by its contents.

Thread Dump
If checked, Artifactory will create a thread dump for all running threads. By default a single thread dump is created, however, to get a picture of how data may change over time, you can request several thread dumps separated by a specified time interval with the Number of Thread Dumps and Interval fields.

Once the supported bundle has been created, you can Download the archived bundle and then login to  where you can open a support ticket and attach the information bundle.

Support Bundles Repository

The support bundle repository stores all created bundles. Once a support bundle is created, it will be saved to the new default jfrog-support-bundle system repository for any future reference. 


REST API

Artifactory REST API provides the following endpoints you can use to work with information bundles:

Create Support Bundle
Create a new support information bundle
List Support Bundles
Lists previously created bundle currently stored in the system
Get Support Bundle
Downloads a previously created bundle currently stored in the system
Delete Support Bundle
Deletes a previously created bundle from the system.