JIRA 4.3 : Sending JIRA Data to Support
This page last changed on Nov 19, 2010 by dchan.
To replicate reported problems, Atlassian support staff may ask you for a copy of your JIRA data. Automatic Support Request (Preferred)To send an anonymous backup automatically,
Manual XML Backup (Recommended For Email Filters or Large Backups)To create an anonymous a backup locally,
Anonymizing data
Support requests are resolved much faster if a data export is provided. However, with sometimes this is not an option because the data contains sensitive information. In JIRA 3.7.x to 4.1, JIRA automatically anonymises data sent to Atlassian from the Administration -> Support Request page. For earlier or later versions, or people who want to anonymise JIRA data from the command-line, we've created a data 'anonymiser', which replaces most text in JIRA XML backups with x's. The anonymiser can be downloaded from here. Unzip the package, then open a console and in the jira_anon directory run: $ java -jar joost.jar <name of your backup file.xml> anon.stx > <name of the anonymised backup file to be generated.xml> For example: $ java -jar joost.jar backup.xml anon.stx > anon-backup.xml Then zip the generated backup XML file, and attach it to a support case on https://support.atlassian.com The anonymiser currently replaces the following text with x's:
Check anon-backup.xml to ensure it's clean enough for your needs before you send to us. Problems?Invalid XML CharactersIf, when you run the anonymiser, you get an error indicating that there are invalid XML characters in the XML backup of your database, run our utility to remove invalid XML characters first before anonymising. Out of Memory / Heap Space ErrorsIf creating your anon-backup.xml partway through, you are likely facing a memory limitation with running the 'java' command with the default settings. To allow the command more memory for the command, simply add arguments after the 'java' command, like so: $ java -Xms512m -Xmx512m -jar joost.jar backup.xml anon.stx > anon-backup.xml Note: you may need to adjust the memory allocation beyond '512m' if the process continues to fail. Java VersionYou will need Java 1.4 or above to run this. You can check your Java version by running java -version, eg: $ java -version java version "1.5.0_07" Java(TM) 2 Runtime Environment, Standard Edition (build 1.5.0_07-b03) Java HotSpot(TM) Client VM (build 1.5.0_07-b03, mixed mode, sharing) If you find yourself using JDK 1.3 or earlier, check your path (echo %PATH% on Windows, echo $PATH on Unix) and ensure that the right version of Java is at the beginning. See the docs for more info on setting up Java. The screenshot below is a simple example of how it is run in the command prompt of Windows XP: ![]() ![]() ![]() ![]() |
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Document generated by Confluence on Mar 27, 2011 18:51 |