Uploading Files to a Support Case - Mend Support Portal

When working with the Mend Support team on a case, providing files like screenshots and logs help the engineer in working through your request. Mend Support will request logs with extended verbosity, namely "debug-level logs", to be uploaded to your Support case. These debug-level logs allow us to gain more insight into the reported behavior as this level of logging provides additional technical information.

How do I enable debug-level logging?

Note: Per your method of configuration, select one of the two options. If you are unsure on the options to set up a scan, please refer to Getting Started with the Unified Agent - Setting up the Unified Agent. Additional information on the different levels of logging can be found in Unified Agent - Everything you need to know about logging configuration.

Set the generated logfile to debug level

Set the scan log stdout (output) to debug level

This is helpful when you are sending a pipeline log instead of the whitesource logfile generated directly by the scan:

How do I upload a file to my Support case?

There are three options to upload files to your Support case:

Via Support Portal

1. Login to your Support Portal user and open the relevant case

2. Scroll down to the bottom of the page and click Add Files

   

3. Select the files you want to upload and click Add

   

Note:

• Requires access to the Support Portal

• File size limit up to 2GB

Via E-mail

Attach files to your E-mail reply to the case.

Note:

• No access is required to the Support Portal

• Low file size limit, often up to 25MB

Via sendLogsToWss parameter

1. Set the sendLogsToWss parameter to true in your configuration to directly send your scan logs to our system:

Note:

• Notify your Mend Support engineer that this setting is enabled.

• This parameter is ignored in our Azure DevOps Services native extension and our repo integrations.

Scenario: Uploading log files for a large project

Request: I need to upload log files from a big project. What can I do?

Solution: After enabling debug level logging, you can control the size of each produced logfile with the log.files.maxFileSize parameter (default is 10MB). The configuration in the table below means that logfiles will be produced with a maximum size of 20MB. After 20MB, the logfile will be cut and a new logfile will be created incrementally:

If your project is large, the above parameter is followed by the log.files.maxFilesCount parameter. This parameter tells the scan the maximum amount of logfiles that should be created for a given scan:

The highest suffix (number) is the beginning of the scan and the lowest is the end of the scan. If the scan log proves to be longer than the value of log.files.maxFilesCount, the logs will be overwritten starting from the highest suffix. Please verify these parameters are optimal for your project before sending the associated logs:

After the log files are ready, you can upload them via the Support Portal or via e-mail. If needed, you can upload the log files to your Support case incrementally via multiple e-mails.