How to Generate Support.zip File

    This article describes how to generate a support.zip file. This file helps to troubleshoot any problem you may encounter with the synchronization.

    The support.zip file contains:

    Jira ServerJira CloudHP QC/ALMZendeskGitHubServicenowAzure DevOpsSalesforce

    atlassian-jira.log

    exalate.log

    External Exalate scripts library

    Jira database tables, related to the Exalate app

    jcloudnode.log

    External Exalate scripts library

    Exalate database tables, related to the Exalate app

    hpqcnode.log

    External Exalate scripts library

    Exalate database tables, related to the Exalate app

    Exalate database tables, related to the Exalate app

    Exalate database tables, related to the Exalate app

    Exalate database tables, related to the Exalate app

    Exalate database tables, related to the Exalate app

    Exalate database tables, related to the Exalate app

    Please follow the steps listed below to generate the support.zip file

    1. Navigate to Exalate Console
    2. Select any tab in the Exalate admin menu, for example, Getting Started
    3. Click Support at the bottom of the page


    4. Click Generate exalate_support.zip file


    5. Download the file

    Now you can attach the downloaded zip file to your support request. Our support engineer will use it to help you fix the problems you're facing.

    Jira On-Premise 

    Problem downloading the support zip (on Jira Server/Datacenter)
    The file can be found under <jira_home>/export/jiranode-support-zip