Getting Help

On this page:

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:

• the Atlassian Answers site (JIRA Forum), where Atlassian staff and JIRA users can answer your questions.
• the JIRA Knowledge Base.

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.

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. 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.

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.

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.
    Keyboard shortcut: g + 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:
   • 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