Working with Support for GitHub Actions

Learn how Suporte do GitHub can assist with GitHub Actions

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You can contact Suporte do GitHub for assistance with GitHub Actions.

Providing diagnostic and troubleshooting information

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

Some information that Suporte do 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 "Sobre fluxos de trabalho."

  • 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 "Monitorar e solucionar problemas de executores auto-hospedados."

    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 "Sintaxe básica de gravação e formatação no GitHub."

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

Ephemeral Runner Application Log Files

Suporte do 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 "Monitorar e solucionar problemas de executores auto-hospedados."

Actions Runner Controller

If you are using Actions Runner Controller (ARC), Suporte do 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 "Solução de problemas de erros do Controlador do Executor de Ações."

For more information about the scope of support for Actions Runner Controller, see "Sobre o suporte para o Actions Runner Controller."

CodeQL and GitHub Actions

If you are requesting assistance with a Fluxo de trabalho de análise do CodeQL, Suporte do GitHub may request a copy of the CodeQL debugging artifacts. For more information about debugging artifacts for a Fluxo de trabalho de análise do CodeQL, see "Os logs não são detalhados o suficiente."

To provide the debugging artifacts to Suporte do 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 "Fazer o download de artefatos do fluxo de trabalho."

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

Scope of support

Se a sua solicitação de suporte não está no escopo de auxílio da nossa equipe, podemos recomendar próximas etapas para resolução do problema fora do Suporte do GitHub. A sua solicitação de suporte possivelmente está fora do escopo de Suporte do GitHub, se a solicitação se tratar principalmente de:

  • Integrações de terceiros, como o Jira
  • O Enterprise Cloud Importer (disponível apenas para migrações lideradas por especialistas)
  • CI/CD, como Jenkins
  • Criação de scripts
  • Configuração de sistemas de autenticação externa, como provedores de identidade SAML
  • Projetos de software livre
  • Escrevendo ou depurando novas consultas para CodeQL
  • Configurações do provedor de nuvem, como configuração de rede virtual, firewall personalizado ou regras de proxy.
  • Orquestração de contêineres, como configuração do Kubernetes, rede, etc.
  • Assistência detalhada com fluxos de trabalho e gerenciamento de dados
  • Recursos Beta O suporte para recursos beta está fora do escopo do Suporte do GitHub. Para obter suporte com recursos beta, você pode entrar em contato com seu gerente de conta, em Equipe de vendas do GitHub.

Para obter assistência detalhada com fluxos de trabalho e gerenciamento de dados, consulte o GitHub Expert Services, que oferece suporte especializado para ajudar você a otimizar o uso da plataforma.

Se não tem certeza se o problema está fora do escopo, abra um tíquete e ficaremos felizes em ajudá-lo a determinar a melhor maneira de prosseguir.