Get support

What to gather before contacting the Ofelia Support team — the Support ID shown on an error, your product version, and the application logs — and what those logs do and do not contain.

Support cannot see your instance: Bonita Process Designer runs on your own infrastructure. The quality of the information you send with a request therefore decides how quickly it can be diagnosed. This page lists what to gather, and where to find it.

Before you contact Support

Gather these four items. The first two take seconds and resolve a large share of requests on their own.

Item Where to find it

Support ID

Shown in the error message itself, when the error came from the server. See The Support ID.

Product version

In the footer at the bottom of the sign-in screen — visible without signing in — and on the Admin pages. An administrator can also read it from the /actuator/info endpoint, which is authoritative even if a page was served from cache. The URL that reaches it differs per deployment mode — see Finding the right URL.

Deployment mode

Docker, standalone, or running against a Bonita Runtime. Include your operating system, and your PostgreSQL version.

Application logs

Covering the period when the problem happened. See Collect the logs.

Add a short description of what you did, what you expected, and what happened instead — with the date, time and time zone. The logs are timestamped with a UTC offset, so a time zone turns a vague report into an exact position in the log.

The Support ID

When something fails on the server, the error message shown in the application ends with a second line:

Support ID: a1b2c3d4-5e6f-7890-abcd-ef1234567890

That identifier is also written on every log line the failed request produced. Quoting it in your request lets Support — or your own administrator — go straight to the exact failure, instead of searching a log by approximate time.

Copy it as it appears and include it in your request.

A Support ID appears only for errors that come from the server. Messages you can act on yourself — an invalid form entry, a name already taken, an action your role does not allow — carry no ID, and neither does a lost network connection. That absence is itself informative: it tells Support the request never failed server-side.

An administrator can find everything the server logged for that request. See Following one request in the logging guide.

Collect the logs

Ask your administrator for the application log covering the incident. In short:

Docker
docker compose logs --no-color --timestamps backend > backend.log
Standalone

The application writes a rotating log file next to app.jar. Send the whole directory — the current file alone may not reach back to the incident:

tar czf process-designer-logs.tar.gz logs/

Send the unfiltered log for the relevant period rather than the lines you believe are relevant — the cause is often on a line that does not look related.

If Support asks for more detail, they will ask you to raise the log level and reproduce the problem. That procedure, and where each deployment mode writes its logs, is in Logs and log levels.

What the logs contain

The logs are built to be safe to share. They record identifiers, not content, and never include:

  • passwords, API keys, or license file contents;

  • session identifiers or cookie values;

  • your diagram content — no BPMN payloads, and none of the prompts submitted to AI generation.

So you can send an application log without disclosing your process models or your credentials.

This describes the application log — the one the commands above collect, and the one Support asks for. It records no client IP address and no browser user agent.

In a Docker installation, the front-end web server keeps a separate HTTP access log that can record both, depending on how it is configured. The collection commands above deliberately export the application log only, so those network identifiers are not part of what you send. See Logs and log levels for the detail.

This applies to the application log only. A database dump or a diagram export does contain your process content — if Support asks for either, handle it as confidential data and agree on a transfer channel first.

Check these first

A few checks resolve the most common problems without a support request at all:

Contact Support

Open a request on the Customer Service Center, attaching the four items listed above.

For licensing requests — a new license or a renewal — see Manage the license.