Cloudera Docs

Enabling Expedited Support

Steps to enable or disable Cloudera Support temporary read-only access to your workload diagnostic information that is collected by Telemetry Publisher for Workload XM.

Describes how to enable and disable Cloudera Support access to your workload diagnostic information. Enabling troubleshooting access to Cloudera Support, through the Expedited Support feature, grants read-only access to your workload diagnostic information for the purpose of delivering a direct and expedited troubleshooting experience. Only access to the diagnostic data that is already being sent to Workload XM from Telemetry Publisher is enabled. The Cloudera Support engineers are unable to access your workload clusters or any data that is within them.

These steps assume that you have been assigned by your administrator the Cluster Admin access role (WXMClusterAdmin). For more information, click the Related Information link below.

  1. Verify that you are logged in to the Workload XM web UI.
    1. In the URL field of a supported web browser, enter wxm.cloudera.com and press Enter.
    2. In the Email Address and Password fields, enter the email address and password associated with your Workload XM user credentials.
    3. Click Log In.
  2. In the Clusters page, locate the cluster whose diagnostic data requires troubleshooting help from Cloudera Support.
  3. Do one of the following:
    • To enable access to your diagnostic data:
      1. From the Expedited Support column, click Enable.

        The Enable Expedited Support confirmation message opens.

      2. (Optional) In the Additional Note field, enter a comment that uniquely describes why access was granted. For example, enter the Cloudera Support ticket number with a brief description of the problem.
      3. Click Enable.

        In the Expedited Support column of the cluster, a check mark replaces the Enable button.

    • To disable access to your diagnostic data, from the cluster's Actions list, select Disable Expedite Support.

      In the Expedited Support column of the cluster, the Enable button returns.

    A Troubleshooting access notification email is sent to the user who initiated the Expedite Support action, which confirms the access condition, lists the cluster affected by the action, and provides a date and time for when the action was initiated.