Working with Support for GitHub Actions

Learn how GitHub 支持 can assist with GitHub Actions

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You can contact GitHub 支持 for assistance with GitHub Actions.

Providing diagnostic and troubleshooting information

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

Some information that GitHub 支持 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 "关于工作流程."

  • 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 "对自托管运行程序进行监视和故障排除."

    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 "基本撰写和格式语法."

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

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

Ephemeral Runner Application Log Files

GitHub 支持 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 "对自托管运行程序进行监视和故障排除."

Actions Runner Controller

If you are using Actions Runner Controller (ARC), GitHub 支持 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 "排查 Actions Runner Controller 的错误."

For more information about the scope of support for Actions Runner Controller, see "关于对 Actions Runner Controller 的支持."

CodeQL and GitHub Actions

If you are requesting assistance with a CodeQL 分析工作流程, GitHub 支持 may request a copy of the CodeQL debugging artifacts. For more information about debugging artifacts for a CodeQL 分析工作流程, see "日志不够详细."

To provide the debugging artifacts to GitHub 支持, 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 "下载工作流程构件."

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

Scope of support

如果您的支持申请超出了我们团队可以帮助您的范围， 我们可能会提出后续措施建议，以便在 GitHub 支持 之外解决您的问题。 您的支持申请如果主要是关于以下方面，可能超出了 GitHub 支持 的范围：

  • 第三方集成，例如 Jira
  • Enterprise Cloud Importer(仅适用于专家引导式迁移）
  • CI/CD，例如 Jenkins
  • 编写脚本
  • 配置外部身份验证系统，例如 SAML 标识提供者
  • 开放源代码项目
  • 写入或调试 CodeQL 的新查询
  • 云提供商配置，如虚拟网络设置、自定义防火墙或代理规则。
  • 容器业务流程协调，例如 Kubernetes 设置、网络等。
  • 工作流和数据管理方面的详细帮助
  • Beta 版本功能。 对 beta 版本功能的支持不属于 GitHub 支持 的范围。

有关工作流和数据管理的详细帮助，请咨询 GitHub 专家服务，该服务提供专门的支持来帮助优化平台的使用。

如果您不确定问题是否超出范围，请开一个事件单，我们乐意帮助您确定最好的处理方式。