Raising a request with Atlassian Support

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If you've found a bug, or want to request a feature or improvement, raise a ticket in the Bitbucket project of our public issue tracker. Try searching for similar issues - voting for an existing issue is quicker, and avoids duplicates.

If you still need assistance, please raise a support request, either from within Bitbucket or on the Atlassian Support site, as described in the following sections.

Providing as much information as possible about your installation with your initial request will help our Support Engineers to give you a faster and more complete response.

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Raising a Support Request in Bitbucket

To use this method a mail server that supports large zip file attachments must be configured.

To raise a support request in Bitbucket:

  1. Log in as a System Administrator.

  2. Go to > Troubleshooting and support tools > Get help.

  3. Select Contact Technical Support or Report a Bug.

  4. Create your support request. You’ll need to include:

    • Contact email – This defaults to the email address of the logged-in user. It’ll be used to find your support account or, if no account is found, to create a new account. We'll send all notifications and updates about your problem to this address.

    • Summary – Enter a short summary of the problem.

    • Description – Include as much information as possible about the problem, such as steps to replicate the problem; messages on the console or in the log; and profiling logs if you’re having a performance issue. See also Information you should provide below.

    • Severity – Choose an option to indicate how many users are affected.

    • Attach support zip – When this is selected, a zip file of your logs and configuration files will be attached to your support request. This can speed up troubleshooting the problem and it should be included if possible. See Create a Support Zip for info on what's included.

  5. Select Send.

After sending your support request you’ll receive an email with the information you entered. You’ll also receive email updates about progress on the problem.

To see the status of your request visit the Atlassian Support System.

Raising a support request yourself at Atlassian Support

To raise a support request at Atlassian Support:

  1. Log in as a System Administrator.

  2. Go to  > Troubleshooting and support tools > Create support zip

  3. If necessary, select Customize zip to choose what is included. For help, see Create a support zip.

  4. Select Create zip.

  5. Select Download zip to save it to the home directory of your Bitbucket instance. For example, <Bitbucket home directory>\shared\export\Bitbucket_XXX.zip.

  6. Go to Atlassian Support and create a support request with the downloaded support zip.

When creating your support request, provide as much information as possible. Include steps to replicate the problem; messages on the console or in the log; and profiling logs if you’re having a performance issue. See also Information you should provide below.

提供する必要がある情報

サポート リクエストの zip ファイルに含められるログと構成情報に加えて次の情報を提供いただけると、迅速な対応に役立ちます。

環境の詳細

  • Bitbucket version
  • Java バージョン (OpenJDK 1.7.0 JRE など)
  • Git および Perl バージョン
  • オペレーティング システム (Windows 7、macOS 10.6.8 など)
  • データベース タイプ (MySQL など) とバージョン
  • ブラウザとバージョン
  • Network topology - is Bitbucket running behind a reverse proxy? Is that secured using HTTPS (SSL)? 

構成

  • Java 設定 (JVM_MINIMUM_MEMORY、JVM_MAXIMUM_MEMORY など)

ログ

You may need to adjust the logging level, or enable profiling in Bitbucket, in order to get more detailed logs. See Enable debug logging.

  • Debug logs can be found in <Bitbucket home directory>/log.
  • Profiling logs can help with analyzing performance issues and can be found in <Bitbucket home directory>/log.

パフォーマンスの要因

  • 同時 Git クローンの数
  • ユーザーの数
  • .git ディレクトリのサイズ
  • CPU スペック、コア数、ハイパースレッディングが有効かどうか
  • RAM およびキャッシュ サイズ

連携

  • その他のアトラシアン アプリケーション (およびそのバージョン)
  • Which build servers are integrated with Bitbucket, if any?
  • アプリケーション リンクが構成されているかどうか
最終更新日 2021 年 6 月 21 日

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