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Where to Start

If you encounter any problems using or setting up JIRA, please let us know — we're here to help!

You may want to first search the following:

If you need further assistance, please raise a support request (see below).

Alternatively, if you feel you have encountered a bug in JIRA, or wish to request a feature, please file an issue. It is a good idea to first scan JIRA's popular issues — this helps to prevent duplicates.

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Raising a Support Request

You can raise a support request either in JIRA or via the internet, as described below:

To raise a support request via your JIRA system

  1. Log in as a user with the JIRA System Administrators global permission.
  2. Click Support Request to display this form:

  3. Once you have submitted your support request, you will receive email updates about its progress. You can also view the status of your support request by visiting the Atlassian Support System

OR:

To raise a support request via the internet

  1. Please visit the Atlassian Support System and create a support request. You will need to create an account, if you don't have one already.
  2. Please provide as much information as possible, including any error messages that are appearing on the console or in the logs. Please also mention the operating system, database and version of JIRA you are using.

Sometimes it is necessary to adjust JIRA's logging levels to get a more detailed error message or a stack trace. Please see the logging section of the documentation for information on how to do this.

Creating a Support Zip

If you have created a support request via the internet, you may want to create a 'Support Zip' (which contains information about your JIRA system) and attach it to the support request. This will assist our support engineers in troubleshooting the issue.

If you are unable to login to JIRA, please see the section Providing logs when you cannot login to JIRA.

To create a Support Zip:

  1. Log in as a user with the JIRA System Administrators global permission.

  2. (tick) Keyboard shortcutg + g + type support tools.
  3. Click Support Zip. The Support Zip page will be displayed.
  4. Leaving all the boxes ticked, click the Create button at the bottom of the screen.
    The Support Zip will generate and can be found in your JIRA HOME/export directory.

You can now go to your support request and attach the Support Zip.

Providing logs when you cannot log in to JIRA

If you are unable to log in to JIRA, you can still create a compressed file (zip or tar.gz) with the following logs:

  1. Latest JIRA logs: $JIRA_HOME/log/atlassian-jira.log
  2. Application server (Tomcat) log files:

If you cannot locate these files, compress the contents of the following directories and attach them to your support request:

  1. $JIRA_INSTALL/logs
  2. $JIRA_HOME/log