Documentation for JIRA 6.3 EAP developer (EAP) releases only. Not using this? See below:
(JIRA 6.2.x documentation | JIRA OnDemand documentation | earlier versions of JIRA)

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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. Choose > System. Select Atlassian Support Tools from the left panel in the System page.
  3. Click Support Request to display this form:

    • Please provide as much information as possible, including any error messages that are appearing on the console or in the logs.
  4. 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.
  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.
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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.

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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. Choose > System. Select Atlassian Support Tools from the left panel in the System page.
    (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.

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:
    • UNIX: $JIRA_INSTALL/logs/catalina.out
    • Windows: $JIRA_INSTALL/logs/stdout and stderr

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

13 Comments

  1. Anonymous

    I can't open and download the attached file in JIRA. It will report erros as follows:

    Unable to download ...anXin%20barcode%20example.doc from acsjira.honeywell.com.

    Unable to open this internet site. The requested site is either unavalible or cannot be found. please  try agian later.

    Can anyone help me?

     

    Thanks

    Young (E571447)

    Honeywell Scanning & Mobility

  2. Anonymous

    I'm working on a site and embedded an issue collector as specified in the documentation. It does work, however, after you submit or cancel in the lightbox, a second scrollbar appears and screws the page up. 

    Did I do something wrong?

  3. Does JIRA 3.12.3 work on what you said on this document below please?

    How to make a Read-Only user through permissions and workflow conditions

    Thanks,

    Jonathan

  4. Anonymous

    Hi all,

    We are using JIRA 4.4.1 planning to upgrade to 5.2.Can anyone tell me if plugins of 4.4.1 required to upgrade or to intall new plugins when we upgrade to 5.2.

    Email: saran8485@yahoo.com

    Thanks

     

  5. Anonymous

    I would like to perform advance search to display  one or two particular new feature task ( by selecting KEY ID ) should possible it  display  all its associated sub tasks and linked tasks .

    I need search option should  work generic by just providing inputs for Key ID of new feature tasks

  6. Anonymous

    Hi 

    I would like to know how to exclude a component  from a filter which consist of many components .

     

    Thanks a lot .

    Yos

  7. HI

     I am unable to save filter in one of my JIRA instance (jira3.13.2). The below image having exception details.

     

    1. Hello Sathish, please log a JIRA issue with our support team: https://support.atlassian.com/.

  8. When doing g+g and writing support I do not get SupportZip at all (on 6.0.8). Just so you make sure the instructions are correct. 

  9. Hi Guys

    I simply want to access the free Netdania charts without hassle.

  10. Anonymous

    Hi, my manager performed a bulk transfer of sub-tasks that were incorrectly assigned. However some of the sub-tasks were closed before the transfer and are now open. The problem is it will not allow anybody to close the transferred sub-task. Anybody have any ideas?

    Thanks,

    Luke

  11. I downloaded, installed, and configured a 6.2 JIRA version, then imported my onDemand backup.

    I found the 'JIRA Support Tools' plugin disabled in my installation and that is a prerequisite to have the 'Atlassian Support Tools' section under the 'System' tab of the Administration section.

    You should add clear mention of this dependency just in case somebody has trouble finding it just like I did.