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 Administration at the top right of your screen. Then choose System > Atlassian Support Tools from the menu bar at the top of the page.
3. Click the Support Request tab. The Support Requestform will be displayed:
   
   • 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.

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 Administration at the top right of your screen. Then choose System > Atlassian Support Tools from the menu bar at the top of the page.
    Keyboard shortcut: g + g + start typing support.
3. Click the Support Zip tab. 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.