Overview

• Problem Statement
  Customers want confirmation that the logs they upload to Couchbase for a given Support case have been successfully received.
• Proposed Solution
  This feature will automatically notify customers, directly within the support ticket, when their log uploads have been received.
• Availability
  The feature is currently opt-in and available only to Enterprise customers (not Capella). To enable it for your organization, please contact your Couchbase account manager.

How it works

• A new support ticket is created, and this feature is already enabled for the customer.
• The ticket is assigned a UUID within seconds through an automated process.
• The requester and any CCs will receive an email containing instructions on how to use the UUID.
• A Couchbase Technical Support Engineer will handle the ticket in the same manner as any other support case.

• When the Couchbase Support Engineer requests logs from a customer for which this feature is enabled, their message will include a unique upload URL and UUID for this individual support case.

Uploading files

• Using cURL: Files can be uploaded with the curl command included in the automated message:

curl --upload-file [filename] https://uploads.couchbase.com/big-d0dade12-7bc4-44ca-8080-5a51d9bbd77d/

• Using the Couchbase Server UI: When collecting logs through the UI, enter the UUID as follows:

Note that the *ticket number can be left blank, as the support ticket is already uniquely identified by the UUID.

If you forget and do include the ticket number, this is not a problem and the log notification feature will work as expected.

Log Notification Message Examples

• Notifications will be automatically posted to the ticket when any uploads are received via the given URL: 

Notifications for Couchbase Server logs will be grouped by cluster, with some contextual information about the cluster included:	Any other form of upload (including Sync Gateway / Couchbase Autonomous Operator logging) will be listed as individual files:

The ticket UUID is permanently available in the ticket sidebar

*Ticket UUID field value is shown to Enterprise customers  when this feature is enabled

Notification Batching

To avoid notification spam on a ticket (for example, when a large number of files are uploaded), we batch notifications rather than sending them individually.

Here’s how it works:

• When a new file is uploaded to a ticket, a 5-minute timer begins.
• If another file is uploaded within that period, the timer resets to 5 minutes.
• A notification is sent to the ticket only when the timer reaches zero, and it includes details of all files received during that time.

This means:

• There will always be a minimum 5-minute delay between a file being received by Couchbase and a notification being sent.
• If multiple files are uploaded in sequence, each within less than 5 minutes of the last, no notification will be sent until 5 minutes after the final file is received.

Other things to be aware of

• If you request this feature for your organization, it will be applied only to new support cases created after the feature has been enabled.
• The log notifications feature is currently available only for non-Capella support tickets.
• Files uploaded through other methods (e.g., email attachments) will not trigger notifications.

This feature can be disabled at any time at the Organization level. Disabling it will stop all automated log notification messages; however, the upload URL you were provided will remain active and continue to accept files. To disable this feature, please contact your Couchbase account manager.