Working with Support for GitHub Actions

Learn how Soporte de GitHub can assist with GitHub Actions

En este artículo

You can contact Soporte de GitHub for assistance with GitHub Actions.

Providing diagnostic and troubleshooting information

The contents of private and internal repositories are not visible to Soporte de GitHub, so Soporte de GitHub may request additional information to understand the complete context of your inquiry and reproduce any unexpected behavior. You can accelerate the resolution of your inquiry by providing this information when you initially raise a ticket with Soporte de GitHub.

Some information that Soporte de GitHub will request can include, but is not limited to, the following:

  • The URL of the workflow run.

    For example: https://github.com/ORG/REPO/actions/runs/0123456789

  • The workflow .yml file(s) attached to the ticket as .txt files. For more information about workflows, see "Acerca de los flujos de trabajo."

  • A copy of your workflow run logs for an example workflow run failure. For more information about workflow run logs, see "Using workflow run logs."

  • If you are running this workflow on a self-hosted runner, self-hosted runner logs which can be found under the _diag folder within the runner. For more information about self-hosted runners, see "Supervisión y solución de problemas de ejecutores autohospedados."

    Self-hosted runner log file names are be formatted: Runner_YYYY####-xxxxxx-utc.log and Worker_YYYY####-xxxxxx-utc.log.

Note: Attach files to your support ticket by changing the file's extension to .txt or .zip. If you include textual data such as log or workflow file snippets inline in your ticket, ensure they are formatted correctly as Markdown code blocks. For more information about proper Markdown formatting, see "Sintaxis de escritura y formato básicos."

If the information you provide is unreadable due to the loss of formatting by improper Markdown syntax, Soporte de GitHub may request that resubmit the information either as an attachment or with the correct Markdown formatting.

Warning: Ensure all files and text provided to Soporte de GitHub have been properly redacted to remove sensitive information such as tokens and other secrets.

Ephemeral Runner Application Log Files

Soporte de GitHub may request the runner application log files from ephemeral runners. GitHub expects and recommends that you have implemented a mechanism to forward and preserve the runner application log files from self-hosted ephemeral runners. For more information about runner application log files and troubleshooting self-hosted runners, see "Supervisión y solución de problemas de ejecutores autohospedados."

Actions Runner Controller

If you are using Actions Runner Controller (ARC), Soporte de GitHub may ask you to submit the complete logs for the controller, listeners, and runner pods. For more information about collecting Actions Runner Controller's logs, see "Solución de errores de Actions Runner Controller."

For more information about the scope of support for Actions Runner Controller, see "Acerca de la compatibilidad con Actions Runner Controller."

CodeQL and GitHub Actions

If you are requesting assistance with a Flujo de trabajo de análisis de CodeQL, Soporte de GitHub may request a copy of the CodeQL debugging artifacts. For more information about debugging artifacts for a Flujo de trabajo de análisis de CodeQL, see "Los registros no son lo suficientemente detallados."

To provide the debugging artifacts to Soporte de GitHub, please download the CodeQL debugging artifacts from a sample workflow run and attach it to your ticket as a .zip file. For more information on downloading workflow artifacts, see "Descargar los artefactos del flujo de trabajo."

If the CodeQL debugging artifacts .zip file is too large to upload to the ticket, please advise Soporte de GitHub, and we will work with you to determine the next steps.

Scope of support

Si tu solicitud de soporte técnico está fuera del alcance de lo que puede hacer nuestro equipo para ayudarte, podemos recomendarte los siguientes pasos para resolver el problema por fuera del Soporte de GitHub. Es probable que tu solicitud de soporte técnico esté fuera del alcance de Soporte de GitHub si se trata principalmente de lo siguiente:

  • Integraciones de terceros, tales como Jira
  • Enterprise Cloud Importer (disponible solo con migraciones dirigidas por expertos)
  • CI/CD, como Jenkins
  • Escritura de scripts
  • Configuración de sistemas de autenticación externos, como proveedores de identidades de SAML
  • Proyectos de código abierto
  • Crear o depurar el código de nuevas consultas para CodeQL
  • Configuraciones del proveedor de nube, como la configuración de red virtual, el firewall personalizado o las reglas de proxy.
  • Orquestación de contenedores, como la configuración de Kubernetes, las redes, etc.
  • Asistencia detallada con flujos de trabajo y administración de datos
  • Característica beta. La compatibilidad con las características beta está fuera del ámbito de Soporte de GitHub. A fin de obtener soporte técnico para las características beta, puedes ponerse en contacto con el administrador de cuentas en Equipo de ventas de GitHub.

Para obtener ayuda detallada con flujos de trabajo y administración de datos, consulte Servicios expertos de GitHub, que ofrecen soporte técnico especializado para ayudarle a optimizar el uso de la plataforma.

Si no estás seguro de si el problema está fuera de nuestro alcance, abre un ticket y nos complacerá ayudarte a determinar la mejor manera de continuar.