What do I need to provide if I open a Procore Support Ticket? (Beta)

To help the Procore Support team quickly diagnose and resolve issues with your data pipeline or Analytics Cloud Connector CLI upgrade (specifically regarding the user_activity complete history backfill), you must include the following items when submitting your support ticket:

1. Full Execution Log: Provide the complete log output from the failed run.

   • Ensure the logs include full timestamps for every line. Do not truncate or crop the output, as historical context is often needed to pinpoint the failure.

2. Version File Contents: Provide the exact version of the Analytics Cloud Connector CLI you are running.

   1. Locate and open the VERSION file in your installation directory.

   2. Copy and paste its contents directly into the ticket description.

3. Processing Log Status: Provide the current watermark state for the table experiencing the issue.

   • Run a query against your metadata area and include either a screenshot or a text copy of the relevant row from your processing_log table for the affected table.

   • Example Query (Snowflake):

     • SELECT * FROM <YOUR_DB>.<YOUR_SCHEMA>.PROCESSING_LOG
WHERE TABLE_NAME = 'user_activity';

4. Ticket Description Tag: Include the phrase "Cloud Connect 2.0.2 / user_activity full-history" in your ticket's subject line or description.