What information should I provide when opening a support case for Ansible Automation Platform?

Solution Verified - Updated

Environment

  • Ansible Automation Platform 1.2+
  • Ansible Automation Platform 2.3
  • Ansible Automation Platform 2.4

Issue

  • Not sure what information should be included when first opening a support case
  • Need to get the quickest resolution possible

Resolution

General

Provide a sosreport for each server in the Ansible Automation Platform environment (e.g. Automation Controller, Automation Hub, Database, and Execution Nodes).

After creating the sosreports, provide the outputs from the following API endpoints.

Automation Controller

  • https://$CONTROLLER_URL/api/v2/ping/
  • https://$CONTROLLER_URL/api/v2/instances/
  • https://$CONTROLLER_URL/api/v2/settings/all/

Automation Hub

  • https://$AUTOMATION_HUB_URL/pulp/api/v3/status/
  • https://$AUTOMATION_HUB_URL/pulp/api/v3/tasks/

Installation / Upgrade Issues

In the event an issue occurred during an installation or upgrade of Ansible Automation Platform, then include the following.

  • The most recent setup.log logs which be can be found either in /var/log/tower or in the same directory as the setup.sh script. The logs will be timestamped with the date that the installer was executed.

  • The inventory file used by the Ansible Automation Platform installer. This is usually found in the same directory as the setup.sh script. Be sure to remove any passwords before providing it to the support case.

If you are experiencing an issue related to jobs (e.g. project updates, inventory updates, job execution, etc), then do the following.

Job Issues

  • Increase the verbosity of the job to highest level possible (e.g Connection Debug)
  • Re-run the job
  • Provide the output from the following API endpoints
    • https://$CONTROLLER_URL/api/v2/jobs/$JOB_ID/
    • https://$CONTROLLER_URL/api/v2/jobs/$JOB_ID/stdout/

Project Update Issues

  • Enable Settings -> Job Settings -> Edit -> Run Project Updates With Higher Verbosity
  • Re-sync the project
  • Provide the output from the following API endpoints
    • https://$CONTROLLER_URL/api/v2/project_updates/$PROJECT_UPDATE_ID/
    • https://$CONTROLLER_URL/api/v2/project_updates/$PROJECT_UPDATE_ID/stdout/

Inventory Source Update Issues

  • Increase the verbosity of the inventory source to highest level possible (e.g. Debug)
  • Re-sync the inventory source
  • Provide the output from the following API endpoints
    • https://$CONTROLLER_URL/api/v2/inventory_updates/$INVENTORY_UPDATE_ID/
    • https://$CONTROLLER_URL/api/v2/inventory_updates/$INVENTORY_UPDATE_ID/stdout/

User Interface Issues

If you are experiencing an issue with the user interface of any component in Ansible Automation Platform, then create a HTTP Archive (HAR) file.

Ansible Builder Issues

If you are experiencing an issue with building a custom execution environment, then include the following.

  • Provide all files used to create the custom execution environment (e.g execution-environment.yml, requirements.txt, requirements.yml, ansible.cfg, bindep.txt, context directory, etc)

  • Provide the version of ansible-builder

    ansible-builder --version

  • Re-run the build process with verbose output

    ansible-builder build --no-cache -v 3 | tee ansible-builder.log

  • Provide the ansible-builder.log file

SAML Issues

If you are experiencing an issue with setting up SAML within Ansible Automation Platform or having issues with SAML authentication, then do the following.

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