Required Data: Assistance Update


  • I would like to get assistance in updating my instance

Required Data for Assistance Update

This article describes how to collect the minimum required information for planning an update.

If the required data is bigger than 20 MB you will not be able to use ZenDesk to upload all the information. In this case we would like to encourage you to use our upload service in order to attach all the required information.

IMPORTANT : Origin and Destination Product and Packaging must be the same. Otherwise, it would be considered a Migration but not an Update.


Required Data check list

We need to understand where your instance is coming from and where is moving towards. For it, please provide us with:

  • Support Bundle/s from the Jenkins instance/s you wish to update
  • Update Plan

Support bundle

Please, follow the KB below in case you don’t know how to generate a support bundle.

For CloudBees Core in Cloud Platform, provide the following information depending on the case:

Assisted upgrade template

In order to gather all the information required data, please download the following template and fill it up and attaching to the Support Ticket. Following, we explain what each of the requested points:

  • Solution: CJP, CJP-CM, CJE, CJE 2
  • Source Version: the version that you are currently running
  • Target Version: the version that you want to upgrade to
  • Date/Period: the period when you wish to upgrade
  • Cluster Information
    • CJOC: Is there a CJOC ? / versions of the CJOC / Number of HA nodes for the CJOC
    • Masters: Number of masters / versions of those masters / Number of HA nodes for each master
    • Executors: Number of dedicated executors
  • Installation Type: RPM, WAR, Debian, OpenSuse, Windows Service, manual script, manually created service, …
  • Backup
    • Strategy: Do you have a strategy for backup? How do you generate a backup? Is it a full backup (copy of the $JENKINS_HOME ?)
    • Storage: Where is the backup stored ? (S3, NAS, NFS, …)
    • Frequency: How often do you backup your instance?
    • Validity: When was the last time you tested the backup?
    • Size: What is the size of the backup?
  • Additional Information: Any additional information that could be relevant to the upgrade (for example existence of a failover environment)
    • Test Environment:
      • For CJP environments, this is ideally a full test environment with a CJOC and client masters. This will require a test license. But if this isn’t feasible, just having a test master with representative jobs is better than nothing.
        • For CJE environments, there is ideally a sanboxed CJE environment. Alternatively, this could be a test managed master which could be upgraded before other managed masters.
    • Infrastructure description: Do you have a High Availability setup? Other Infrastructure elements/devices to consider: Load Balancer, Proxy, etc
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