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 Server | Jira Cloud | HP QC/ALM | Zendesk | GitHub | Servicenow | Azure DevOps | Salesforce |
|---|---|---|---|---|---|---|---|
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 (See note below) | 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 |
Warning: We are moving Exalate for HP QC/ALM into basic maintenance mode. This transition period will last until November 2024, after which support will be halted completely. For more information, please see https://exalate.com/blog/end-of-support-hp/.
Please follow the steps listed below to generate the support.zip file
- Navigate to Exalate Console
- Select any tab in the Exalate admin menu, for example, Getting Started
- Click Support at the bottom of the page
- Click Generate exalate_support.zip file
- 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 issues 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