Working with Support for GitHub Actions

Learn how Support GitHub can assist with GitHub Actions

Dans cet article

You can contact Support GitHub for assistance with GitHub Actions.

Providing diagnostic and troubleshooting information

The contents of private and internal repositories are not visible to Support GitHub, so Support 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 Support GitHub.

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

  • The URL of the workflow run.

    For example: https://DOMAIN/ORG/REPO/actions/runs/0123456789

  • The workflow .yml file(s) attached to the ticket as .txt files. For more information about workflows, see "À propos des workflows."

  • 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."

  • A copy of your runner logs, which can be found under the _diag folder within the runner. For more information about self-hosted runners, see "Surveillance des exécuteurs auto-hébergés et résolution des problèmes."

    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 "Syntaxe de base pour l'écriture et la mise en forme."

If the information you provide is unreadable due to the loss of formatting by improper Markdown syntax, Support 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 Support GitHub have been properly redacted to remove sensitive information such as tokens and other secrets.

Depending on the nature of your inquiry, Support GitHub may also request that you generate and upload a support bundle for further review and analysis. For more information about providing data to Support GitHub and support bundles, see "Fournir des données au support GitHub."

Ephemeral Runner Application Log Files

Support 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 "Surveillance des exécuteurs auto-hébergés et résolution des problèmes."

Actions Runner Controller

If you are using Actions Runner Controller (ARC), Support 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 "Résolution des erreurs d’Actions Runner Controller."

For more information about the scope of support for Actions Runner Controller, see "À propos du support pour Actions Runner Controller."

CodeQL and GitHub Actions

If you are requesting assistance with a Workflow d’analyse CodeQL, Support GitHub may request a copy of the CodeQL debugging artifacts. For more information about debugging artifacts for a Workflow d’analyse CodeQL, see "Journaux insuffisamment détaillés."

To provide the debugging artifacts to Support 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 "Téléchargement d’artefacts de workflow."

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

Scope of support

Si votre demande de support dépasse le cadre de ce que notre équipe peut faire pour vous aider, nous serons peut-être en mesure de vous recommander les étapes à suivre pour résoudre votre problème en dehors du Support GitHub. Votre demande de support est peut-être hors de portée du Support GitHub si elle porte principalement sur ce qui suit :

  • Intégrations tierces, telles que Jira
  • Enterprise Cloud Importer (disponible uniquement avec les migrations conduites par des experts)
  • Configuration matérielle
  • CI/CD, par exemple Jenkins
  • L’écriture de scripts
  • La configuration de systèmes d’authentification externes, comme des fournisseurs d’identité SAML
  • Projets Open source
  • Écriture ou débogage de nouvelles requêtes pour CodeQL
  • Configurations du fournisseur de cloud, telles que la configuration du réseau virtuel, le pare-feu personnalisé ou les règles de proxy.
  • Orchestration de conteneurs, telle que l’installation de Kubernetes, la mise en réseau, etc.
  • Assistance détaillée sur les flux de travail et la gestion des données
  • Fonctionnalité bêta. La prise en charge des fonctionnalités bêta est hors de l’étendue de Support GitHub. Pour obtenir de la prise en charge des fonctionnalités bêta, vous pouvez contacter votre gestionnaire de comptes sur L’équipe commerciale GitHub.

Pour obtenir une assistance détaillée sur les flux de travail et la gestion des données, consultez les Services GitHub Expert, qui offrent un support spécialisé pour vous aider à optimiser votre utilisation de la plateforme.

Si vous ne savez pas si tel est le cas, ouvrez un ticket et nous serons ravis de vous aider à déterminer la meilleure façon de procéder.