This version of GitHub Enterprise will be discontinued on This version of GitHub Enterprise was discontinued on 2020-08-20. No patch releases will be made, even for critical security issues. For better performance, improved security, and new features, upgrade to the latest version of GitHub Enterprise. For help with the upgrade, contact GitHub Enterprise support.

Article version: Enterprise Server 2.18

Preparing to submit a ticket

Help GitHub Support help you faster by following these suggestions before you open a support ticket.

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Before submitting a ticket, you should:

  • Obtain information that can help GitHub Support track, prioritize, reproduce, or investigate the issue.
  • Reproduce the issue if applicable and be prepared to share the steps.
  • Be prepared to provide a full description of the issue and expected results.
  • Copy exact wording of all error messages related to your issue.
  • Determine if there is an existing ticket number in any ongoing communications with GitHub Support.
  • Determine the best person to contact GitHub Support.

For more information, see "Submitting a ticket."

Choosing a contact person

Especially for tickets with Urgent priority, the person contacting GitHub Support should:

  • Be knowledgeable in your internal systems, tools, policies, and practices.
  • Be a proficient user of GitHub Enterprise Server.
  • Have full access and permissions to any services that are required to troubleshoot the issue.
  • Be authorized to make the recommended changes to your network and any applicable products.

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