FAQs

What are Cloudera Support's Best Practices?

Cloudera Support best practices can be found in our best practices video, highlighting the process and topics relating to proper support case creation for Cloudera Support.

How do I create a support case?

Ensure that you are signed into MyCloudera, click on Support in the header and then click the "Create Case" button, located on the right side of the header.

Request Type: To properly classify your request, select whether your issue is related to Technical Assistance, General Administrative Assistance, Operational Services or Upgrade Planning.

  • Detailed Issue Classification: Based upon the Request Type, you will now have the ability to further classify your issue and the severity, driving proper subject matter expertise to your case.
  • Automatic Priority: Depending on the request type selected, the case system will automatically set the priority level.

Component: Select the applicable component related to your request.

Create Case from Existing Asset: To effectively troubleshoot, our Support team aligns each issue to a specified asset. In this step, select the asset that this specific issue applies to. Additionally, you can go to the Asset Management section within the MyCloudera portal to manage cluster information before opening a case

Problem Statement:

  • Subject: Brief title of the issue you are facing.
  • Description: Summary of the issue. It is imperative to include how you encountered the issue, any errors captured, log messages generated, or configurations changed.

Tags: Select any applicable tags for your issue.

Additional Information: Select performance impact and issue type from the drop-down list, and enter an internal case number if there is one.

Suggested attachments during case creation

For Technical cases, sending in a diagnostic bundle is most helpful. 

Provide any additional process, role or job logs that are relevant to the component for which you are opening case.

How do I manage my support cases?

There are several case list views available to filter cases:

  • My Cases: The cases where you are the contact
  • Watching: The cases where you are a member of the Case Team
  • My Accounts’ Cases: All the cases for your organization 
  • Validation Cases: The cases opened automatically by sending the diagnostic bundle
  • Pending Future Release: The cases waiting for product enhancement

How do I manage my Assets?

Where can I find my Asset records?

You can access/edit an Asset record under “My Account”

After login, click the “User Profile” icon-> “My Account”-> “Assets”.

Please be advised that you can only manage the asset for your primary account at this time.

All Assets will be listed grouped by the type in the page.

 

Best practices of Asset management 

If not absolutely necessary, please avoid creating Asset records manually. Using the automatic Asset creation method is highly recommended.

Send bundles from all the running clusters on a regular basis to keep the asset information up to date.

Review Asset list on a regular basis and make adjustments if needed (update asset name, decommission asset that is no longer running etc).

Automated asset maintenance 

On a regular cadence, assets that meet all of the following criteria will be automatically decommissioned:

  • The asset has not been modified in the last 12 months AND
  • The  asset  has not had a bundle sent in for it in the last 12 months AND
  • The asset has not had a case logged against it in the last 12 months 

Decommissioned assets cannot be associated to new cases. However, they are still visible in the Assets view of ‘My Account’ in MyCloudera Support Portal and can be reactivated if needed.

 

How to create a new Asset record

Automated Asset Creation - Recommended

An Asset record can be automatically created when a Cloudera Diagnostic bundle (for CDH clusters) or a SmartSense bundle (for HDP clusters) is received for the first time. 

It is highly recommended to send a Cloudera Diagnostic bundle (for CDH clusters) or a SmartSense bundle (for HDP clusters) when a new cluster is up running. Once the bundle is received and processed, a new Asset record will be automatically created, eliminating the need for manual Asset creation. 

Questions about how to send us a bundle? For CDHFor HDP

Manual Asset Creation

To manually create an Asset, scroll down the Assets summary page to locate the "Create New Asset" button.

The Manual creation method should only be used when it is not possible to send a bundle to automatically create an Asset or when there is an urgent need to create a support case for the new cluster. 

 If not absolutely necessary, please avoid creating Asset records manually as this may introduce duplicate records, causing confusion

How to edit an existing Asset

To update an existing Asset record. Click on the pencil icon on the right. Please always keep the Asset name and Environment Information up-to-date for a better support experience.


How to decommission an Asset

To decommission an Asset, go to the details of the Asset

 

Use the slider bar on the top right of the page to change the Asset state.

Note: An Asset cannot be decommissioned If there are any open support cases associated with the Asset . An Asset can only be decommissioned after closing all cases. Bundles sent against a decommissioned Asset will automatically reactivate the Asset.

If you are trying to decommission a duplicate record, please decommission those which have Null values on the “Last Bundle Received” field under the Asset information. If you need help moving open support cases between  duplicate records, file an administrative support case.

How to reactivate an Asset

To manually reactivate an Asset, go to the details of the Asset by clicking on the Asset name,

Use the slider bar on the top right of the page to change the Asset state.

How do I manage my case attachments?

Suggested attachments 

For Technical cases, sending in a diagnostic bundle is most helpful. 

Provide any additional process, role or job logs that are relevant to the component for which you are opening case.

You can upload attachments to support cases as well as retrieve attachments provided by Cloudera Support on the Attachments tab of the case detail page.

1.     Click “Attachments” to open the attachments dialogue 

2.     Click “Upload Attachment(s)” button to add file(s)

3.     Enter a description and click “Upload” button to upload the file(s)

If the file was successfully added, a green check mark will appear.

 

For file uploads greater than 10GB or if the current upload is unstable, use the FileDrop option, located under the “Upload Attachment(s)” button.

You can download an attachment and/or edit attachment description by clicking the three dots on the right.

NOTE: Customers may need to update any network limitation (such as firewall) to allow POST/PUT to this address: https://s3.amazonaws.com/clouderasupportsdrive

(May be a change from any previous address you used.)

How do I receive case notifications?

Case notifications are email updates that customers receive for certain changes and comments that are made to open cases. Your association with a case will determine whether or not you will receive email notifications.


If you are the creator of a new case, you will automatically be assigned as the case owner. When updates are made on the case, notifications will be automatically sent to the case owner.    

There are three methods by which you can receive notifications when you are not the case owner:

1. Ask the case owner to add you to the case team 

 


2. You can also select the "watch case" option from the case list.

 

 

3. Add a comment on the case for the Support Engineer 

 

To receive notifications for all account cases

1. Login to my.cloudera..com

2. Click on the user icon located in the top right corner of the screen

3. Select My Profile

 

4. Scroll down to the Cases section

5. Click on pen icon to edit

6. Check "Watch All Cases for My Account"

7. Save

This automatically adds you to the case team for all new cases under your account.

 

To automatically add case team members to all account cases

In addition to manually adding users to the case team, you can request to create an automatic/predefined case team for your organization. This group of users from your organization will be automatically added as case team members for every new case, regardless of the case owner.

To create a new automatic case team for your organization, do the following:

1.     Create an administrative request to create a predefined case team.

2.     Provide the full names and email addresses of the members from your organization who should be automatically added to the case team. These individuals will receive notifications on all new cases opened for your account.

How can I request my Cloudera Manager License Key?

Cloudera Support is responsible for creating your license key.

To request a new license, please create a support case and select Case Type = General Administrative Assistance.

Issue Type = License & Subscription

 


Enter "License Key Request" as the subject line, and "Please generate new license key" as the description. Then click Submit to submit the request.

How do I escalate an issue? What are Severity Definitions and SLAs?

You may choose to escalate a case 24 hours after case creation by clicking the “Escalate” button. Reason for an escalation request may be:

  • Production Impact
  • Progress is not satisfactory 
  • Critical business impact 
  • Increase in the severity of the issue   

In order to appropriately address your escalation request, be sure to include a detailed reason for the escalation as well as the business impact you are experiencing. Once an escalation request is received, the Cloudera support team will review the case to prioritize the issue accordingly and communicate updates and next steps.

Create an Escalation Request
  1. Open case detail and click "Escalation" .
  2. Click the “New Escalation” button on the upper right to create an escalation
  3. Enter a subject line, select escalation reason and provide action needed
  4. Click "Save" to create the escalation request

The escalation request will be saved and listed on the case screen.


Generally, only severity 1 issues receive follow-the-sun attention, meaning a case which is handled around-the-clock by global teams. Please review the following  define severity definitions and SLAs (initial response times and update frequency):

How do I find a Product version?

To determine CDH version, in Cloudera Manager go to Clusters.

To determine HDP or DataFlow version, in Ambari, go to Admin > Stack and versions > Version tab.

How do I contact Support?