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� �を持ち、Enterpriseオーナーはサポート資� �をEnterpriseのメンバーに追� できます。 詳しい情� �については「Enterpriseのサポート資� �の管理」を参照してく� 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� �位付け、再現、調査を支援する情� �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� �を共有できるようにしてく� 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� 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� 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� 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� �合、GitHub Support に問い合わせるユーザは、次のことを確認してく� さい。
- 社内のシステ� 、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
- GitHub Support ページ に移動します。
- Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding.
- Select the From drop-down menu and click the email address you'd like GitHub Support to contact.
- Select the Product dropdown menu and click GitHub Enterprise Server (self-hosted).
- 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.
- Select the Release series dropdown menu and click the release GitHub Enterprise Server インスタンス is running.
- Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority."
- 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.
- 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.
- Under "Subject", type a descriptive title for the issue you're having.
- 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.
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
- Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
- Click Send request.
Creating a ticket using the GitHub Enterprise Server Management Console
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From an administrative account on GitHub Enterprise Server, in the upper-right corner of any page, click .
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If you're not already on the "Site admin" page, in the upper-left corner, click Site admin.
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左のサイドバーでManagement Consoleをクリックしてく� さい。
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求められたなら、Management Consoleのパスワードを入力してく� さい。
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Management Consoleの右上でSupport（サポート）をクリックしてく� さい。
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サポートチケットにDiagnosticを含めたい� �合には、"Diagnostics"の下のDownload diagnostic info（Diagnostic情� �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� 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。
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To complete your ticket and display the GitHub Support ページ, under "Open Support Request", click New support request.
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Select the Account or organization dropdown menu and click the name of the account your support ticket is regarding.
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Select the From drop-down menu and click the email address you'd like GitHub Support to contact.
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Select the Product dropdown menu and click GitHub Enterprise Server (self-hosted).
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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.
-
Select the Release series dropdown menu and click the release GitHub Enterprise Server インスタンス is running.
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Select the Priority dropdown menu and click the appropriate urgency. For more information, see "About ticket priority."
- 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.
-
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.
-
Under "Subject", type a descriptive title for the issue you're having.
-
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.
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
-
Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
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Click Send request.