Nobody's perfect, and neither are we. If you're encountering an issue with our apps, we understand the urgency in finding a solution. To assist you effectively, we've compiled helpful information that aids us in resolving the issue. We kindly ask you to carefully review the provided details and provide as much information as possible.

I know what I’m doing: Jira Service Management

Help yourself

Before submitting a support request, consider these steps that could assist you in resolving the issue independently:

• Review the Documentation: For insights on known quirks and troubleshooting tips, please refer to the Awesome Custom Fields Documentation.

• Check Atlassian Service Status: For updates on any ongoing issues that might be affecting your experience, visit Atlassian Status.

• Refresh and Clear Cache: If issues persist, try refreshing your browser page and clearing your browser cache to ensure you're working with the most recent version of the app.

• Verify Across Accounts: To determine if the issue is specific to your account, consult a colleague to see if they can replicate the issue on their account.

• Check for Updates: Regular updates can enhance functionality and resolve issues. Consult your administrator to see if there is a new version available and update accordingly to benefit from the latest improvements.

If none of the above scenarios are applicable, proceed to the next section.

Bug or a feature request?

If you encounter an issue or something that doesn't perform as expected, it could be a bug or simply missing functionality. To distinguish between the two, consider the following:

• Documentation: Is the functionality clearly outlined in our documentation?

• New behaviour: Did the function previously work as intended?

• Error message: Are there any error messages being displayed?

However, we value both types of feedback to enhance your experience and improve our product. Please don't hesitate to raise a request and provide us with details!

Raising a request

Raise your support request in our customer portal: Jira Service Management

Basic information Guide for Reporting Issues

This information provides us with an overview of the problem you are facing and allows us to conduct necessary research, such as examining logs, to better understand and address the issue.

1. Clear Title: Craft a clear and descriptive title that succinctly outlines the issue, aiding comprehension and searchability.

2. Actions Taken Before Issue Occurred: Document precise steps to replicate the bug, including any necessary configurations or inputs. This helps developers reproduce and diagnose the issue.

3. Environment Details: Detail the environment where the bug manifested, including the operating system, browser or application version, and any pertinent hardware or software configurations.

4. Expected and Actual Behaviour: Articulate what you expected to happen versus what actually occurred. This enables developers to understand the discrepancy and focus their investigations.

5. Instance information: Please also provide the Jira URL and the Cloud Id (https://confluence.atlassian.com/jirakb/how-to-find-cloud-site-id-1272283178.html )

Screenshots or recordings

Whenever feasible, please include screenshots or recordings showcasing the bug. Visual evidence significantly aids developers in reproducing and comprehending the issue. Ensure to capture a larger frame, as it may reveal details you might not deem important. However, please refrain from sharing sensitive data (e.g. by blurring usernames).

Error messages

If there are any error messages or logs linked to the bug, please include them by copying and pasting into the bug report. This information is pivotal for diagnosing the root cause of the issue.

Access the browser logs in different browsers

• Chrome / Firefox: Press F12

• Microsoft Edge: Press Ctrl+Shift+P (Windows, Linux) or Command+Shift+P (macOS)

• Safari: right-click the page and select “Show Web Inspector“

Then switch to the “Console“ tab. You’ll find several log messages.

Additionally, we may request a HAR file to review the communication between your device and the cloud server. Find more information about created HAR files: https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html.

Prioritize

Evaluate and convey the severity and impact of the bug on the system or end-users. Offer specifics on how the bug impacts functionality, performance, or user experience.

Further details

If the bug pertains to a specific browser or device, please specify it in the report. This assists developers in pinpointing potential compatibility issues. Additionally, include any other pertinent information related to the bug, such as recent system changes, network conditions, or other factors that may contribute to the issue.

Get an answer from our support

We strive to respond promptly, acknowledging the significance of the issue to you and your users. In our pursuit of a solution, we may pose additional questions to pinpoint the root cause effectively. If feasible, we'll provide a workaround as an interim measure until the issue is fully resolved. In instances where we are unable to replicate the issue, we may arrange a video call with you to examine the error directly on your instance. After resolving the issue and releasing a patch, we'll follow up to ensure that the problem has been successfully resolved for you.

We also acknowledge that not all issues can be resolved solely on our end. For example, please refer to Missing Forge features to understand certain limitations beyond our control.

Retrieve raw data

In order to provide the best possible support, we may need access to some raw data. This allows us to reproduce the issue, identify the root cause, and deliver an effective solution.

The following views offer access to raw data:

• Field configuration (admin section)

• Field value edit dialog (issue view)

Click “Copy raw data“ and save the content to a file, which then can be attached to your support request. Please make sure to remove sensitive data first.

Field configuration

Open

Field value edit dialog

Open