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When creating a new support issue at http://support.atlassian.com, please include as much information as possible about the problem you are experiencing. This will result in faster turn-around times for your submitted issue. Please also make a note of the issue number (e.g. JSP-6001 or CSP-123) for future reference.
Creating a support ticket from within the product
A great way to start a support request is from the administration console. Go to Administration > Support Request.
Environment
Please copy and paste the appropriate Administration screen into the new issue Environment field:
For JIRA:
Administration -> System -> System Info
For Confluence:
Administration -> Administration -> System Information
External User Authentication/Management
If you are using external user management for JIRA or Confluence (e.g. LDAP, SSO) please note this in your support issue.
- "I am using Windows 2003 Active Directory for LDAP authentication in JIRA"
Logs (may vary by operating system or web application server)
For standalone versions of JIRA/Confluence:
On Unix/Linux:
<Your_JIRA_or_Confluence_Installation_Directory>/logs/catalina.out
For the standalone versions of JIRA/Confluence installed as a Windows Service:
<Your_JIRA_or_Confluence_Installation_Directory>/logs/stdout-<date>.log <Your_JIRA_or_Confluence_Installation_Directory>/logs/stderr-<date>.log
On Windows, started with startup.bat:
Look for the atlassian-jira.log file in the directory you ran startup.bat from. As the startup directory may vary, there may be old atlassian-jira.log file around, so we strongly recommend installing JIRA as a Windows service first.
To determine the location of this file please look at the File Paths section of the following screen:
Administration -> System -> System Info
Confluence atlassian-confluence.log
The cWorking with Confluence Logs
 | Preferably, please zip up the entire logs directory and attach it to the created issue. |
Plugins
Using any third-party plugins with your JIRA/Confluence installation? If relevant, please provide the following directory listing in your support issue:
For the standalone version of JIRA:
<Your_JIRA_Installation_Directory>/atlassian-jira/WEB-INF/lib
For the standalone version of Confluence:
<Your_Confluence_Installation_Directory>/confluence/WEB-INF/lib <Your_Confluence_Home_Directory>/plugins
Requested Data Backups
When necessary, Atlassian support staff may ask you to attach a backup of your data in order to replicate a certain problem for further analysis.
Sending a JIRA Data Backup to Support
- Perform a backup of your data
- Administration -> Import & Export -> Backup Data to XML
- If necessary, you can use the JIRA Anonymizer to remove sensitive data from your backup.
Sending a Confluence Data Backup to Support
- Perform a backup of your data
- Administration -> Administration -> Backup & Restore
- Administration -> Administration -> Backup & Restore