ドキュメントには頻繁に更新が加えられ、その都度公開されています。本ページの翻訳はまだ未完成な部分があることをご了承ください。最新の情報については、英語のドキュメンテーションをご参照ください。本ページの翻訳に問題がある場合はこちらまでご連絡ください。

このバージョンの GitHub Enterprise はこの日付をもって終了となります: 2022-02-16. 重大なセキュリティの問題に対してであっても、パッチリリースは作成されません。 パフォーマンスの向上、セキュリティの改善、新機能のためには、最新バージョンのGitHub Enterpriseにアップグレードしてください。 アップグレードに関する支援については、GitHub Enterprise supportに連絡してください。

Creating a support ticket

You can use the GitHub Support ページ to create a support ticket and speak to GitHub Support.

About support tickets

If you have previously contacted GitHub Enterprise Support through the deprecated GitHub Enterprise Support portal, you should use the GitHub Support ページ to open new tickets but you can still view your past tickets at https://enterprise.githubsupport.com.

To open, view, and comment on support tickets associated with an enterprise account or organization owned by an enterprise account, you must have support entitlements for the account. Enterpriseのオーナー及び支払マネージャーは自動的にサポート資格を持ち、Enterpriseオーナーはサポート資格をEnterpriseのメンバーに追加できます。 詳しい情報については「Enterpriseのサポート資格の管理」を参照してください。

You can create your ticket using the GitHub Support ページ or, if you would like to include diagnostics with your support ticket, you can use the GitHub Enterprise Server Management Console.

After you create your ticket, you can view your ticket and the responses from GitHub Support on the GitHub Support ページ. For more information, see "Viewing and updating support tickets."

What to include in your support ticket

Providing GitHub Support with everything they need to understand, locate, and reproduce an issue will allow for a faster resolution and less back-and-forth between yourself and the support team. To ensure GitHub Support can assist you, consider the following points when you write your ticket:

  • GitHub Support による問題の追跡、優先順位付け、再現、調査を支援する情報の取得
  • Include full URLs, repository names, and usernames wherever possible.
  • 可能であれば問題を再現し、問題発生の手順を共有できるようにしてください。
  • 問題の詳細な説明と期待される結果を提供できるように準備してください。
  • 問題に関連するすべてのエラーメッセージをそのままコピーしてください。
  • GitHub Support との進行中のやりとりがあれば、既存のチケット番号があるかを確認してください。
  • Include relevant logs and attach any screenshots that demonstrate the issue.

担当者の選択

特にチケットの優先度が Urgent の場合、GitHub Support に問い合わせるユーザは、次のことを確認してください。

  • 社内のシステム、ツール、ポリシー、実務をよく知っていること。
  • GitHub Enterprise Server に熟練したユーザであること。
  • 問題のトラブルシューティングに必要なすべてのサービスへの完全なアクセスと権限を持っていること。
  • 推奨された変更をネットワーク及び該当する製品に行う権限を持っていること。

Creating a support ticket using the support portal

  1. GitHub Support ページ に移動します。
  2. Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding. Screenshot of the "Account or organization" dropdown menu.
  3. Select the From drop-down menu and click the email address you'd like GitHub Support to contact. Screenshot of the "From" dropdown menu.
  4. Select the Product dropdown menu and click GitHub Enterprise Server (self-hosted). Screenshot of the "Product" dropdown menu.
  5. If prompted, select the Server installation dropdown menu and click the installation your support ticket is regarding. If the installation is not listed, click Other. Screenshot of the "Server Installation" dropdown menu
  6. Select the Release series dropdown menu and click the release GitHub Enterprise Server インスタンス is running. Screenshot of the "Release series" dropdown menu
  7. Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority." Screenshot of the "Priority" dropdown menu.
    • Choose Urgent to report fatal system failures, outages impacting critical system operations, security incidents, and expired licenses.
    • Choose High to report issues impacting business operations, including system performance issues, or to report critical bugs.
    • Choose Normal to make technical requests like configuration changes and third-party integrations, and to report non-critical bugs.
    • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
  8. Optionally, if your account includes GitHub Premium Support and your ticket is urgent or high priority, you can request a callback in English. Select Request a callback from GitHub Support, select the country code dropdown menu to choose your country, and enter your phone number. Screenshot of the "Request callback" checkbox, "Country code" dropdown menu, and "Phone number" text box.
  9. Under "Subject", type a descriptive title for the issue you're having. Screenshot of the "Subject" text box.
  10. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. You can use markdown to format your message. Screenshot of the "How can we help" text area. Helpful information may include:
    • Steps to reproduce the issue
    • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
    • Exact wording of error messages
  11. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
  12. Click Send request. Screenshot of the "Send request" button.

Creating a ticket using the GitHub Enterprise Server Management Console

  1. From an administrative account on GitHub Enterprise Server, in the upper-right corner of any page, click .

    Screenshot of the rocket ship icon for accessing site admin settings

  2. If you're not already on the "Site admin" page, in the upper-left corner, click Site admin.

    Screenshot of "Site admin" link

  3. 左のサイドバーでManagement Consoleをクリックしてください。 左のサイドバーのManagement Consoleタブ

  4. 求められたなら、Management Consoleのパスワードを入力してください。 Management Consoleのロック解除画面

  5. Management Consoleの右上でSupport(サポート)をクリックしてください。 サポートエリアへのアクセスボタン

  6. サポートチケットにDiagnosticを含めたい場合には、"Diagnostics"の下のDownload diagnostic info(Diagnostic情報のダウンロード)をクリックし、ファイルをローカルに保存してください。 このファイルは、後でサポートチケットに添付します。 Screenshot of button labelled "Download diagnostics info" on Management Console Support page.

  7. To complete your ticket and display the GitHub Support ページ, under "Open Support Request", click New support request. Screenshot of button labelled "New support request" on Management Console Support page.

  8. Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding. Screenshot of the "Account or organization" dropdown menu.

  9. Select the From drop-down menu and click the email address you'd like GitHub Support to contact. Screenshot of the "From" dropdown menu.

  10. Select the Product dropdown menu and click GitHub Enterprise Server (self-hosted). Screenshot of the "Product" dropdown menu.

  11. If prompted, select the Server installation dropdown menu and click the installation your support ticket is regarding. If the installation is not listed, click Other. Screenshot of the "Server Installation" dropdown menu

  12. Select the Release series dropdown menu and click the release GitHub Enterprise Server インスタンス is running. Screenshot of the "Release series" dropdown menu

  13. Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority." Screenshot of the "Priority" dropdown menu.

    • Choose Urgent to report fatal system failures, outages impacting critical system operations, security incidents, and expired licenses.
    • Choose High to report issues impacting business operations, including system performance issues, or to report critical bugs.
    • Choose Normal to make technical requests like configuration changes and third-party integrations, and to report non-critical bugs.
    • Choose Low to ask general questions and submit requests for new features, purchases, training, or health checks.
  14. Optionally, if your account includes GitHub Premium Support and your ticket is urgent or high priority, you can request a callback in English. Select Request a callback from GitHub Support, select the country code dropdown menu to choose your country, and enter your phone number. Screenshot of the "Request callback" checkbox, "Country code" dropdown menu, and "Phone number" text box.

  15. Under "Subject", type a descriptive title for the issue you're having. Screenshot of the "Subject" text box.

  16. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. You can use markdown to format your message. Screenshot of the "How can we help" text area. Helpful information may include:

    • Steps to reproduce the issue
    • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
    • Exact wording of error messages
  17. Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.

  18. Click Send request. Screenshot of the "Send request" button.

参考リンク

このドキュメントは役立ちましたか?

プライバシーポリシー

これらのドキュメントを素晴らしいものにするのを手伝ってください!

GitHubのすべてのドキュメントはオープンソースです。間違っていたり、はっきりしないところがありましたか?Pull Requestをお送りください。

コントリビューションを行う

OR, コントリビューションの方法を学んでください。

問題がまだ解決していませんか?