Problem

The Troubleshooting and Support Tools option is missing on the left menu from the System page:

Diagnosis

The "Troubleshooting and Support Tools" is an embedded system plugin installed and enabled by default.

Check the plugin state following the steps below: 

1. In the top navigation bar click on  > Manage Apps;
   
2. On the left menu click on Manage Apps;
   
3. In the Manage Apps screen on the Filter visible apps field insert Troubleshooting;
4. On the dropdown menu that shows "User-installed", change it to "All apps";
   
5. Locate the Atlassian Troubleshooting and Support Tools plugin under the System apps section and expand it;
   

Possible Causes

There are a few possible known causes that can make the "Troubleshooting and Support tools" unavailable in the interface: 

1. The entire plugin or one of its modules may be disabled;
2. The plugin may be missing in Jira;
3. The user does not have the system administrator global permission. 

Resolution

For Cause 1 - Plugin is Disabled

1. In the top navigation bar click on  > Manage Apps;
2. On the left menu click on Manage Apps;
3. In the Manage Apps screen on the Filter visible apps field insert Troubleshooting;
4. On the dropdown menu that shows "User-installed", change it to "All apps";
5. Locate the Atlassian Troubleshooting and Support Tools plugin under the System apps section and expand it;
6. Ensure that the plugin is enabled together with all its modules;
   

For Cause 2 - Plugin is missing

1. Download the Troubleshooting and Support - Jira plugin from the Atlassian Marketplace (This is exactly the same embedded plugin provided with Jira)
2. In the top navigation bar click on  > Manage Apps;
3. On the left menu click on Manage Apps;
4. In the Manage Apps screen click on the Upload app button; 
   
5. In the Upload app pop up screen click on Choose File and select the downloaded plugin file;
   
6. Click on the Upload button. 

For Cause 3 - Missing permission

1. Make sure the user with which you are logged in has the system administrator global permission.