Raising support requests as an administrator | Administering Jira applications Data Center 9.7

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class="page-local-inline-nav"> <div class="local-inline-nav-breadcrumbs"> <div class="side-navigation-open-button"></div> <nav class="space-breadcrumbs space-breadcrumbs-content-page"> <ul> <li class="breadcrumb-root"> <a href="https://support.atlassian.com/" title="Atlassian Support"><span>Atlassian Support</span></a></li> <li class="breadcrumb-product"> <a href="https://support.atlassian.com" title="Administering Jira applications"> <span>Administering Jira applications 9.7</span> </a></li> <li class="breadcrumb-space"> <a href="/display/ADMINJIRASERVER0907/Administering+Jira+Data+Center+and+Server+9.7+applications" title="Administering Jira applications 9.7"> <span>Documentation</span> </a></li> <li class="breadcrumb-top-level-page"> <a href="/adminjiraserver0907/jira-system-administration-1224781916.html" title="Jira system administration"><span>Jira system administration</span></a> </li> <li class="breadcrumb-parent-level-page"> <a href="/adminjiraserver0907/system-administration-1224781918.html" title="System administration"><span>System administration</span></a> </li> <li class="breadcrumb-page"> <a href="/adminjiraserver0907/raising-support-requests-as-an-administrator-1224782125.html" title="Raising support requests as an administrator"><span>Raising support requests as an administrator</span></a> </li> </ul> </nav> </div> <div class="local-inline-nav-version-selector"> <div class="version-selector"> <a href="/display/AdminJIRACloud/Administering+Jira+Cloud+products" class="cloud "> Cloud </a> <div class="version-selector-server-menu"> <a class="server version-selector-selected "> Data Center 9.7 <svg width="20" height="20" viewBox="0 0 20 20" focusable="false" role="img" aria-labelledby="title-9tlglob"> <title id="title-9tlglob"></title> <path d="M8.76 13.65l3-3.5a1 1 0 0 0 0-1.3l-3-3.5a1 1 0 0 0-1.52 1.3l3 3.5v-1.3l-3 3.5a1 1 0 1 0 1.52 1.3z" fill="currentColor" fill-rule="evenodd" role="presentation"></path> </svg> </a> <div class="version-selector-server-dropdown"> <h6>Versions</h6> <ul> <li><a href="/display/ADMINJIRASERVER/Raising+support+requests+as+an+administrator">10.4</a></li> <li><a href="/display/ADMINJIRASERVER103/Raising+support+requests+as+an+administrator">10.3</a></li> <li><a href="/display/ADMINJIRASERVER102/Raising+support+requests+as+an+administrator">10.2</a></li> <li><a href="/display/ADMINJIRASERVER101/Raising+support+requests+as+an+administrator">10.1</a></li> <li><a href="/display/ADMINJIRASERVER100/Raising+support+requests+as+an+administrator">10.0</a></li> <li><a href="/display/ADMINJIRASERVER0917/Raising+support+requests+as+an+administrator">9.17</a></li> <li><a href="/display/ADMINJIRASERVER0916/Raising+support+requests+as+an+administrator">9.16</a></li> <li><a href="/display/ADMINJIRASERVER0915/Raising+support+requests+as+an+administrator">9.15</a></li> <li><a href="/display/ADMINJIRASERVER0914/Raising+support+requests+as+an+administrator">9.14</a></li> <li><a href="/display/ADMINJIRASERVER0913/Raising+support+requests+as+an+administrator">9.13</a></li> <li><a href="/display/ADMINJIRASERVER0912/Raising+support+requests+as+an+administrator">9.12</a></li> <li><a href="/display/ADMINJIRASERVER0911/Raising+support+requests+as+an+administrator">9.11</a></li> <li><a href="/display/ADMINJIRASERVER0910/Raising+support+requests+as+an+administrator">9.10</a></li> <li><a href="/display/ADMINJIRASERVER0909/Raising+support+requests+as+an+administrator">9.9</a></li> <li><a href="/display/ADMINJIRASERVER0908/Raising+support+requests+as+an+administrator">9.8</a></li> <li class="current-version">9.7</li> <li><a href="/display/ADMINJIRASERVER0906/Raising+support+requests+as+an+administrator">9.6</a></li> <li><a href="/display/ADMINJIRASERVER0905/Raising+support+requests+as+an+administrator">9.5</a></li> <li><a href="/display/ADMINJIRASERVER0904/Raising+support+requests+as+an+administrator">9.4</a></li> <li class="see-all"><a href="/display/ALLDOC/Applications+and+Tools+Documentation+Directory">See all</a></li> </ul> </div> </div> </div> </div> </div> <h1 class="page-title">Raising support requests as an administrator</h1> <article class="content-with-sidebars"> <div class="page-sidebars"> <div class="page-sidebars-wrap"> <div class="page-sidepanel sidepanel-progress-indicator"> <h4>System administration</h4> <ul> <li class="progress-page-visited"><a href="/adminjiraserver0907/finding-your-server-id-1224781919.html">Finding your Server ID</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/increasing-jira-application-memory-1224781922.html">Increasing Jira application memory</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/using-the-database-integrity-checker-1224781935.html">Using the database integrity checker</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/precompiling-jsp-pages-1224781938.html">Precompiling JSP pages</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/logging-and-profiling-1224781939.html">Logging and profiling</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/backing-up-data-1224781941.html">Backing up data</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/restoring-data-1224781957.html">Restoring data</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/search-indexing-1224781981.html">Search indexing</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/using-robots-txt-to-hide-from-search-engines-1224781991.html">Using robots.txt to hide from search engines</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/control-anonymous-user-access-1224781992.html">Control anonymous user access</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/moderating-user-group-activity-with-safeguards-1224782005.html">Moderating user group activity with Safeguards</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/licensing-your-jira-applications-1224782006.html">Licensing your Jira applications</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/viewing-your-system-information-1224782012.html">Viewing your system information</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/monitor-application-performance-1224782014.html">Monitor application performance</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/monitoring-database-connection-usage-1224782032.html">Monitoring database connection usage</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/monitor-your-instance-with-jira-diagnostics-plugin-1224782035.html">Monitor your instance with Jira diagnostics plugin</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/viewing-jira-application-instrumentation-statistics-1224782036.html">Viewing Jira application instrumentation statistics</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/generating-a-thread-dump-1224782038.html">Generating a thread dump</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/finding-your-jira-application-support-entitlement-number-sen-1224782041.html">Finding your Jira application Support Entitlement Number (SEN)</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/auditing-in-jira-1224782047.html">Auditing in Jira</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/data-pipeline-1224782058.html">Data pipeline</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/important-directories-and-files-1224782070.html">Important directories and files</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/integrating-jira-applications-with-a-web-server-1224782074.html">Integrating Jira applications with a Web server</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/securing-jira-applications-with-apache-http-server-1224782085.html">Securing Jira applications with Apache HTTP Server</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/changing-jira-application-tcp-ports-1224782088.html">Changing Jira application TCP ports</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/connecting-to-ssl-services-1224782089.html">Connecting to SSL services</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/running-jira-applications-over-ssl-or-https-1224782090.html">Running Jira applications over SSL or HTTPS</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/configuring-security-in-the-external-environment-1224782115.html">Configuring security in the external environment</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/data-collection-policy-1224782116.html">Data collection policy</a></li> <li class="progress-page-visited"><a href="/adminjiraserver0907/jira-admin-helper-1224782118.html">Jira Admin Helper</a></li> <li class="progress-page-current"><a href="/adminjiraserver0907/raising-support-requests-as-an-administrator-1224782125.html">Raising support requests as an administrator</a></li> <li class=""><a href="/adminjiraserver0907/start-and-stop-jira-applications-1224782132.html">Start and Stop Jira applications</a></li> <li class=""><a href="/adminjiraserver0907/managing-lexorank-1224782133.html">Managing LexoRank</a></li> <li class=""><a href="/adminjiraserver0907/jira-cluster-monitoring-1224782139.html">Jira cluster monitoring</a></li> <li class=""><a href="/adminjiraserver0907/scheduler-administration-1224782150.html">Scheduler administration</a></li> </ul> </div> <div class="page-sidepanel sidepanel-on-this-page"> <h4>On this page</h4> <ul> </ul> </div> <div class="page-sidepanel sidepanel-related-content"> <h4>Related content</h4> <ul> <li class="no-related-content-results">No related content found</li> </ul> </div> </div> <div class="ask-a-question-panel"> <h4>Still need help?</h4> <p>The Atlassian Community is here for you.</p> <p><a href="https://community.atlassian.com/t5/custom/page/page-id/create-post-step-1?add-tags=Administering+Jira+applications">Ask the community</a></p> </div> </div> <div class="wiki-content"> <div class="conf-macro output-block" data-hasbody="true" data-macro-name="sp-pagelayout"><p>If you have a problem with your Jira instance, there are a number of resources available to help you resolve it. We recommend that you try searching our knowledge base and our customer forums for an answer first. This is often the fastest way to get a problem resolved.</p><ul><li><p><a data-macro-name="sp-plaintextbody-link" href="/jirakb/jira-cloud-knowledge-base-781397172.html" class="conf-macro output-inline" data-hasbody="true">Jira knowledge base</a> </p></li><li><p><a rel="nofollow" class="external-link" href="https://answers.atlassian.com/">Atlassian Answers</a></p></li></ul><p>If you can't find what you need, the next step is to raise a support request, as described below.</p><p><strong>On this page:</strong></p><p></p><div class="toc-macro client-side-toc-macro conf-macro output-block" data-headerelements="H2" data-hasbody="false" data-macro-name="toc"></div><p></p> <h2 id="Raisingsupportrequestsasanadministrator-Beforeyoubegin">Before you begin</h2><p>The functionality described on this page is enabled by the <a rel="nofollow" href="https://confluence.atlassian.com/x/DZoiLw" title="https://confluence.atlassian.com/x/DZoiLw" class="sc-etwtAo cGuFqR"><span class="valid">The Troubleshooting and Support Tools plugin</span></a>, which is bundled with Jira. This functionality is only available to users with the <strong>Jira System Administrators</strong> global permission.</p><p>If you do not have this permission, you can still raise support requests on our <a rel="nofollow" class="external-link" href="https://support.atlassian.com/customer/servicedesk-portal">support site</a>. You'll need to provide as much information as possible, including:</p><ul><li>Any error messages that are appearing on the console or in the logs (see the <a data-macro-name="sp-plaintextbody-link" href="/adminjiraserver0907/logging-and-profiling-1224781939.html" class="conf-macro output-inline" data-hasbody="true">logging</a> documentation) . </li><li>The operating system, database and version of Jira you are using.</li></ul> <h2 id="Raisingsupportrequestsasanadministrator-RaisingasupportrequestinJira">Raising a support request in Jira</h2><p><a rel="nofollow" href="https://confluence.atlassian.com/support/create-a-support-request-790796816.html" title="https://confluence.atlassian.com/support/create-a-support-request-790796816.html" class="sc-etwtAo cGuFqR active"><span class="valid">Raising a support request</span></a> in Jira gives you the option of including a range of system information with your request, rather than you having to manually describe it. This information helps our support team resolve your issue faster.</p><ol><li>Log in as a user with the <strong>Jira System Administrators</strong> global permission.</li><li><span style="color: rgb(23,43,77);">Click <strong>Administration</strong> (<span class="confluence-embedded-file-wrapper confluence-embedded-manual-size conf-macro output-inline output-block" data-hasbody="false" data-macro-name="include"><img width="18" class="confluence-embedded-image confluence-thumbnail" src="/adminjiraserver0907/files/1224780519/1224780520/1/1526048028212/cog_icon.png"></span>)</span><span style="color: rgb(23,43,77);"> </span><strong>></strong><span style="color: rgb(23,43,77);"> </span><strong>System</strong><span style="color: rgb(23,43,77);"> > </span><strong>Troubleshooting and Support tools</strong><span style="color: rgb(23,43,77);"> > </span><strong>Get Help</strong><span style="color: rgb(23,43,77);">  > </span><strong>Contact Technical Support or Report a Bug</strong><span style="color: rgb(23,43,77);">.</span></li><li>Fill out the <strong>Create Support Request</strong> form. Include as much information as possible to help our support team resolve your issue faster.<br> <span class="confluence-embedded-file-wrapper image-center-wrapper confluence-embedded-manual-size conf-macro output-inline" data-hasbody="false" data-macro-name="sp-image"><img alt="Create support request." title="Create support request." class="confluence-embedded-image image-center" src="/adminjiraserver0907/files/1224782125/1224782129/1/1590410868028/Screen+Shot+2019-08-30+at+5.20.11+pm.png" height="250"></span></li><li>Click <strong>Create</strong>.</li></ol><p><span>Once you've submitted your support request, we'll send you email updates about its progress.</span></p> <h2 id="Raisingsupportrequestsasanadministrator-Creatingasupportzip">Creating a support zip</h2><p>The Atlassian Support team may need you to provide a support zip to help them understand and troubleshoot your problem, after you have raised your initial request. The support zip <span>contains logs from your instance and diagnostic and configuration information.</span></p><p>Note that the Support Tools Plugin sanitizes any usernames and passwords it finds in your configuration files, but does not sanitize usernames and content present in the log files.</p><ol><li>Log in as a user with the <strong>Jira System Administrators</strong> global permission.</li><li><span class="conf-macro output-inline">Click <strong>Administration</strong> (<span class="confluence-embedded-file-wrapper confluence-embedded-manual-size conf-macro output-inline output-block" data-hasbody="false" data-macro-name="include"><img width="18" class="confluence-embedded-image confluence-thumbnail" src="/adminjiraserver0907/files/1224780519/1224780520/1/1526048028212/cog_icon.png"></span>)<strong> ></strong> <strong>System</strong> >  <strong>Atlassian Troubleshooting and Support tools</strong> > <strong>Create support zip</strong>.</span><br><span class="conf-macro output-inline"><span class="confluence-embedded-file-wrapper image-center-wrapper confluence-embedded-manual-size conf-macro output-inline" data-hasbody="false" data-macro-name="sp-image"><img width="370" class="confluence-embedded-image image-center" src="/adminjiraserver0907/files/1224782125/1224782131/1/1590410868208/Screen+Shot+2019-08-30+at+5.44.54+pm.png"></span><br></span></li><li>(Optional) If you need to customize your zip, click the <strong>Customize zip</strong> button.  However, we recommend that you leave all the boxes ticked on the form. <br><span class="confluence-embedded-file-wrapper image-center-wrapper confluence-embedded-manual-size conf-macro output-inline" data-hasbody="false" data-macro-name="sp-image"><img alt="Customize zip dialog box." title="Customize zip dialog box." class="confluence-embedded-image confluence-thumbnail image-center" src="/adminjiraserver0907/files/1224782125/1224782130/1/1590410868120/Screen+Shot+2019-08-30+at+5.45.22+pm.png" height="250"></span></li><li>Click <strong>Create zip</strong>.</li><li><span class="valid" style="color: rgb(23,43,77);">Click </span><strong><span class="valid">Download</span></strong><span class="valid" style="color: rgb(23,43,77);"> to download the Support Zip to your local.</span></li></ol><p>You can now provide this to the Atlassian Support team (usually by attaching the Support Zip to your support request).</p> <h2 id="Raisingsupportrequestsasanadministrator-ProvidinglogswhenyoucannotlogintoJira">Providing logs when you cannot log in to Jira</h2><p>If you are unable to log in to Jira, you can still provide helpful diagnostic information to the Atlassian Support team. Create compressed files (zip or tar.gz) of the following log files and attach them to your support request: </p><ul><li><strong>Latest Jira logs</strong>: <code>$Jira_HOME/log/atlassian-jira.log</code></li><li><strong>Application server (Tomcat) log files:</strong><ul><li>UNIX<strong>: </strong><code>$Jira_INSTALL/logs/catalina.out</code></li><li>Windows:<strong> </strong><code>$Jira_INSTALL/logs/stdout</code> and <code>stderr</code></li></ul></li></ul><p>If you cannot locate these files, compress the contents of the following directories and attach them to your support request:</p><ol><li><code>$Jira_INSTALL/logs</code></li><li><code>$Jira_HOME/log</code></li></ol> </div> </div> <div class="content-page-last-modified-date"> Last modified on Oct 6, 2021 </div> <div class="content-page-cache-information">  </div> <div class="content-page-was-this-helpful"> <div class="was-this-helpful"> <p class="was-this-helpful-question-text">Was this helpful?</p> <a class="was-this-helpful-yes">Yes</a> <div class="was-this-helpful-no-reason-menu"> <a class="was-this-helpful-no">No</a> <div class="was-this-helpful-no-reason-dropdown"> <form> <radiogroup> <div class="reason-radio-box"> <label><input type="radio" name="was-this-helpful-no-reason" value="It wasn't accurate"> It wasn't accurate</label> </div> <div class="reason-radio-box"> <label><input type="radio" name="was-this-helpful-no-reason" value="It wasn't clear"> It wasn't clear</label> </div> <div class="reason-radio-box"> <label><input type="radio" name="was-this-helpful-no-reason" value="It wasn't relevant"> It wasn't relevant</label> </div> </radiogroup> </form> </div> </div> <a class="report-a-problem">Provide feedback about this article</a> </div> </div> <div class="page-sidebars-embedded-content"> <div class="page-sidepanel sidepanel-related-content"> <h4>Related content</h4> <ul> <li class="no-related-content-results">No related content found</li> </ul> </div> </div> <div class="k15t-plugin-attribution"> Powered by <a href="http://www.atlassian.com/" target="_blank">Confluence</a> and <a href="https://www.k15t.com/go/scroll-viewport" target="_blank" rel="nofollow">Scroll Viewport</a>. </div> </article> </div> </div> </div> </main> <footer class="cac-footer" > <div class="footer-internals"> <div class="footer-sidebar-padder"></div> <div class="footer-content"> <div class="footer-logo-wrapper"> <a class="footer-logo" href="https://www.atlassian.com/">Atlassian</a> </div> <ul> <li class="footer-notice-at-collection atl-policy-link-container"> <a class="atl-policy-link atl-policy-link-text" href="https://www.atlassian.com/legal/privacy-policy#additional-disclosures-for-ca-residents" > Notice at Collection </a> </li> <li class="footer-privacy-policy"><a href="https://www.atlassian.com/legal/privacy-policy">Privacy Policy</a></li> <li class="footer-terms-of-use"><a href="https://www.atlassian.com/legal/customer-agreement">Terms of Use</a></li> <li class="footer-security"><a href="https://www.atlassian.com/trust/security">Security</a></li> <li class="footer-copyright">漏 <span class="copyright-year"><script type="text/javascript">document.write(new Date().getFullYear());</script></span> Atlassian</li> </ul> </div> </div> </footer> </div> <script type="text/javascript" src="/staticassets/4.7.5/dist/main/js/main.js"></script>  <script src="//confluence.atlassian.com/plugins/servlet/scroll-viewport/bootstrap.js?viewportId=0AE21B1D01878F7F1E7ADF4D2D465177&pageId=1224782125&spaceKey=ADMINJIRASERVER0907&isDraftViewport=false&isViewportControlEnabled=true" async></script> </body> </html>

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Raising support requests as an administrator | Administering Jira applications Data Center 9.7 | Atlassian Documentation