Getting Support

Contacting Support

For all product questions, use our online support form or reach out to us from one of the in-product feedback links.

Providing an App Info File

When working with our support team, we may ask you to provide us with a Dataplane Reports App Info file so we can review the application status and details of your Jira environment.

To download an App Info file, go to Dataplane Reports → Administration. Select Support from the Dataplane Reports section in the left sidebar, and click on the Download App Info File button on the Support page.

The Dataplane Reports App Info file includes information on your Dataplane Reports license, a count of saved and scheduled reports, Dataplane Reports index status, a list of Jira custom fields and Java threads, and much of the same Jira and Java system information displayed on Jira's Administration → System → System info page.

For privacy and security, the App Info file does not contain any passwords, Jira project or issue data, or Dataplane report names, configurations or results data. The file is formatted as plain text, so you may easily review its contents before sharing it with our support team.

The following is an example of Dataplane Reports App Info file contents:

---------------------------------------------------------
*** DATAPLANE APP INFO - Thu Aug 05 13:50:48 MDT 2021
---------------------------------------------------------
Version: 2.7-jira7
Build: 453b7cf
Build Date: Tue Aug 03 14:31:57 MDT 2021
License Org: Company Inc.
License SEN: SEN-123456
License Type: COMMERCIAL
License Creation: 2019-06-24
License Expiration: 2022-06-23
---------------------------------------------------------
Saved Reports: 225
Report Permissions: 113
Report Collections: 4
Report Collection Links: 59
<...>
---------------------------------------------------------
Jira Version: 7.13.0
Jira Build: 713000
Application Server: Apache Tomcat
Database Type: PostgreSQL v9.5
---------------------------------------------------------
Jira Archived Issues: 0
Jira Archived Projects: 0
Jira Comments: 35070
Jira Components: 81
Jira Custom Fields: 128
Jira Groups: 18
Jira Issue Types: 34
Jira Issues: 17543
Jira Priorities: 5
Jira Projects: 12
<...>
---------------------------------------------------------
System Date: Thursday, 05 Aug 2021
System Time: 13:50:49 -0600
Current Working Directory: /var/atlassian/jira/atlassian-jira-software-7.13.0-standalone-dc1/bin
Java Version: 1.8.0_252
Java Vendor: AdoptOpenJDK
JVM Version: 1.8
JVM Vendor: Oracle Corporation
JVM Implementation Version: 25.252-b09
Java Runtime: OpenJDK Runtime Environment
Java VM: OpenJDK 64-Bit Server VM
<...>

Providing Dataplane Reports Log Files

While debugging a Dataplane Reports issue with you, our support team may ask you to provide us with log output from Dataplane Reports.

Please provide us with a .zip archive of all files whose names begin with "dataplane" in your <JIRA_HOME>/log directory—including all rotated-out versions, such as "dataplane.log.1", "dataplane.log.2"..."dataplane.log.10". This includes the following log files:

dataplane.log
dataplane-errors.log
dataplane-profile.log
dataplane-events.log.csv

All Dataplane Reports log statements are written to these Dataplane-specific log files. Dataplane Reports does not log to Jira's default "atlassian-jira.log" log file.

If running multiple Jira Data Center nodes, please provide us with Dataplane Reports log files for EACH Jira node.

Providing Jira Log Files

While debugging a Dataplane Reports issue with you, our support team may also ask you to provide us with log output from the Jira application.

Please provide us with ONE of the following:

an Atlassian Support .zip file, which contains numerous Jira log and configuration files, including all "atlassian-jira.log" files, or
a .zip archive of all "atlassian-jira.log" files from your <JIRA_HOME>/log directory—including all rotated-out versions, such as "atlassian-jira.log.1", "atlassian-jira.log.2"..."atlassian-jira.log.10"

If running multiple Jira Data Center nodes, please provide us with an Atlassian Support .zip file, or "atlassian-jira.log" files, for EACH Jira node.

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