@@ -186,13 +186,7 @@ Customers who use the IP allowlist may request to enable the SCIM or OIDC endpoi
#### Application Logs Request
1. In the ticket, ask the customer to provide the [required information](https://docs.gitlab.com/administration/dedicated/monitor/#request-access-to-application-logs). In this case, it's an **IAM principal**.
- The IAM principal must be an [IAM role principal](https://docs.aws.amazon.com/IAM/latest/UserGuide/reference_policies_elements_principal.html#principal-roles) or [IAM user principal](https://docs.aws.amazon.com/IAM/latest/UserGuide/).
1. Open a [Request for Help issue](https://gitlab.com/gitlab-com/request-for-help/-/issues/new?issuable_template=SupportRequestTemplate-GitLabDedicated) in the GitLab Dedicated issue tracker.
1. Provide the IAM principal to the Environment Automation team.
1. Provide the name of the S3 bucket to the customer.
See [Granting customers access to application logs](/handbook/support/workflows/dedicated_logs/#granting-customers-access-to-application-logs)
### Filing issues
@@ -236,15 +230,3 @@ You are now done raising the incident!
If the nature of the emergency reaches the point where we only need to provide async status updates
to the customer, consider engaging the [GitLab Dedicated Communications Manager on Call](/handbook/support/workflows/dedicated_cmoc)
to take over.
### Troubleshooting tips
#### Tagging logs while running tests
Customers can add a custom identifier, such as the ticket ID, to the `user-agent` field when testing. This makes it easier to filter logs related to the test.
@@ -12,13 +12,19 @@ When working on a GitLab Dedicated ticket, prioritize asking for information tha
The logs in OpenSearch will all be presented in the UTC time zone, regardless of the customer's time zone.
### Preprod deployments
### Tagging logs while running tests
Customers can add a custom identifier, such as the ticket ID, to the `user-agent` field when testing. This makes it easier to filter logs related to the test.
For example:
Use the [GitLab Dedicated Preprod switchboard](./dedicated_switchboard.md#customers-with-dedicated-preprod-deployments) to find links to Opensearch logs for a specific customer's Preprod environment, when applicable.
If the customer requests logs for a period older than 7 days, a security issue should be created. Follow the same procedure as the [Security - log request workflow](./log_requests.md).
Use the [GitLab Dedicated Preprod switchboard](/handbook/support/workflows/dedicated_switchboard.md#customers-with-dedicated-preprod-deployments) to find links to Opensearch logs for a specific customer's Preprod environment, when applicable.
## Identifying tenants
@@ -62,6 +68,22 @@ benefit the customer, please read
GitLab Dedicated customers can request [access to application logs](https://docs.gitlab.com/administration/dedicated/configure_instance/#access-to-application-logs).
#### Log requests older than 7 days
If the customer requests logs for a period older than 7 days, a security issue should be created. Follow the same procedure as the [Security - log request workflow](/handbook/support/workflows/log_requests.md).
#### Granting customers access to application logs
Customers may request access to their logs stored in a AWS S3 bucket to [monitor their instance](https://docs.gitlab.com/administration/dedicated/monitor/).
1. In the ticket, ask the customer to provide the [required information](https://docs.gitlab.com/administration/dedicated/monitor/#request-access-to-application-logs). In this case, it's an **IAM principal**.
- The IAM principal must be an [IAM role principal](https://docs.aws.amazon.com/IAM/latest/UserGuide/reference_policies_elements_principal.html#principal-roles) or [IAM user principal](https://docs.aws.amazon.com/IAM/latest/UserGuide/).
1. Open a [Request for Help issue](https://gitlab.com/gitlab-com/request-for-help/-/issues/new?issuable_template=SupportRequestTemplate-GitLabDedicated) in the GitLab Dedicated issue tracker.
1. Provide the IAM principal to the Environment Automation team.
1. Provide the name of the S3 bucket to the customer.
#### Sharing log links within GitLab
When sharing log links with other GitLab team members, be sure to generate a **Permalink**. You can do this by following these steps:
