How can I enable logging and get a support zip?

[poertsch]

Using xRay, I try to import some test results for automated tests. I get the exception "Jira issue cannot be created" (or something like that) which does not realy help me. The xRay support now asks me to change the log level to Debug and provide a support Zip. How can I accomplish that in Jira Cloud?

[Mayur Jadhav · Accepted solution]

Hello @poertsch ,

Welcome to the Atlassian Community!! 

I think you have selected the wrong tag and you asking for support for Server and DC Jira, If yes then,

You need to go to System->Logging and Profiling. Push the Configure button, enter the name of the XYZ class, choose Debug level and push ok. Then you will see logs in atlassian-jira.log

Hope this helps!

Regards,
Mayur

[poertsch]

Hello Mayur,

Thank you for your answer. I do not see "Logging and Profiling" under "System" when I am logged in as admin. The same advice I got from xRay but it is not there.

[Mayur Jadhav]

Hello @poertsch Logging and Profiling is only available in Server and DC instances.

[Nic Brough -Adaptavist-]

Also, it's only available to system administrators, are you a system admin?

[poertsch]

Thanks for you answers. In the meanwile I resolved my issue and do no longer need to get log files out of the system.

However, for the future, if I have a problem. If Logging and Profiling is only available in Server and DC instances, how can I investigate problems in a cloud instance? Does this mean that there is no possibility to get logs out there?

[Nic Brough -Adaptavist-]

That's good to hear!  Glad you've fixed it!

Logging and profiling are for getting into the technical detail of why something is going wrong.  On server, they can be incredibly useful to the system administrators of your system when something goes bang.  But they're of zero use to application administrators, project admins, non-admin users or your customers.

You're buying Atlassian Cloud as a service, and that means you're asking the service provider to do the job of system administration.  You, as the client, don't need, or want, to see the system logs, because you can't do anything about whatever you might find in there.

So, when you have problems in a Cloud system where you get to a point where you want to start reading logs, there's a simple answer - don't.  It's not your problem, you need to punt it over to the service provider.  In this case, I'd have raised a support call with Atlassian and Xray.

[poertsch]

Thanks for you answwer.