This article describes how to generate a support.zip file. This file helps to troubleshoot any problem you may encounter with the synchronization.

The support.zip file contains:

Jira ServerJira CloudHP QC/ALMZendeskGitHubServicenow
  • atlassian-jira.log
  • exalate.log
  • External Exalate scripts library
  • Jira database tables, related to the Exalate app
  • jcloudnode.log
  • External Exalate scripts library
  • Exalate database tables, related to the Exalate app
  • hpqcnode.log
  • External Exalate scripts library
  • Exalate database tables, related to the Exalate app
  • Exalate database tables, related to the Exalate app
  • Exalate database tables, related to the Exalate app
  • Exalate database tables, related to the Exalate app


Please follow the steps below to generate the support.zip file

  1. Navigate to Add-ons - Manage add-ons

  2. Select any tab in the Exalate admin menu, for example Connections
  3. Select Support in the bottom of the page
  4. Generate support.zip file

  5. Download the file 

Now you can attach the downloaded zip file to your support request. Our support engineer will use it to help you fix the problems you're facing.