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One-click support ticket with attached telemetry for CM pipelines that fail after maven and code check stages


Level 3


Request for Feature Enhancement (RFE) Summary: One-click support ticket with attached telemetry for CM pipelines that fail after maven and code check stages
Use-case: AEM Customers in the support admin role should be able to provide full context including transient environment state for CM and Cloud Service product engineering when a pipeline failure occurs, independent of CSE intervention/ticket triage.
When non-deterministic pipeline failures occur, the chain of escalation is Customer -> CSE -> Product Engineer. Invariably, the Product engineer needs to be able to review transient pipeline state in order to be effective in identifying root causes that may or may not originate with product bugs. The escalation process, however, often takes enough time that the transient state is lost due to factors outside the control of the customer or CSE involved in the initial response. Because the identification and collection of the transient state artifacts is easily performed, and perhaps already automated, needing only the pipeline execution Id as an input, it should be possible for an organization user in the support admin role to click a button on the pipeline page when a failure state is reached that triggers the collection and persistence of these artifacts and attaches them to a new support ticket form, prefilled for submission and triage by the CSE.
Current/Experienced Behavior: Transient pipeline state including docker containers and internal execution logs are lost if a CSE is not informed in time of the pipeline's execution id in a request for failure dianosis that ultimately requires product engineering support.
Improved/Expected Behavior: Organization Support Admin Users should have a one-click pipeline support ticket flow that also triggers immediate capture of transient state
Environment Details (AEM version/service pack, any other specifics if applicable): AEM as a Cloud Service
Customer-name/Organization name: Change Healthcare Operations LLC.
Screenshot (if applicable): pipeline_support_request_button.png
Code package (if applicable):  




Hi @MarkAdamcin 

Thanks for your participation in the community. While this is a great idea please note that it mostly requires process changes in regards to support model as well as integration with the CRM that falls a bit outside of the scope of this section of the community. I strongly suggest to discuss this with the TAM to start a dialog with the relevant resources. Please let me know if you have any questions.

Status changed to: Needs Info


Level 3


@hamidk92094312 I originated this idea with our TAM and others, who requested that I post this idea to assist with internal scoping and prioritization.





Thanks for your participation in the community. This request has been raised to the product team via the Jira CQ-4325951. The product team will triage this request to verify feasibility based on the prioritization model. This post will be updated according to the Jira request status.

Status changed to: Investigating