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Dont Panic! We are here to help.

This page will show you how to get in contact with us and get timely support.  It will also guide you on how to provide required information up front that will lead to a faster resolution of your issue!

Support Service

Support is provided, at least 8 hours a day 09:00 - 17:00 (UTC), 5 days a week, see the Support SLA.

General Support

We use JIRA Cloud for tracking all product related problems and support issues.  You can sign up for free to our issue tracker at https://thepluginpeople.atlassian.net to gain interactive use of our support system.

Not sure where to raise an issue?  Use the SUPPORT Project - https://thepluginpeople.atlassian.net/browse/SUPPORT.

Product Specific Projects

There are many specific JIRA Projects for each Product.  Some of them are listed below.  Don't see the project you are looking for?  Have a look at the full project directory.

Raising Issues by Email

Email users may also send support requests to support@thepluginpeople.com , this will create issues by email through our brilliant JEMH Cloud product.

Telephone/Desktop share

Support by Telephone/Desktop Share are not a primary support channels.  We are able to resolve the vast majority of customer problems through our JIRA, so please use the JIRA route initially - it helps you focus on what the problem you face is!  For absolute emergencies, see the Plugin People Vendor Profile on Marketplace, likely the outcome will still be to please log an issue so we can track your problem.  If we deem progress cannot be made through JIRA we may opt for a more hands on support method, its not a first option.

Tweet us!

If you want to, tweet us @thepluginpeople if you can ask the question we'll try and respond, but you may be asked to please log an issue!

When Logging an Issue

Summary

Make the summary something that concisely describes your problem, "Its broken" or "It doesn't work" is non-specific and doesn't aid understanding!
Description

Make the description more detailed that the summary, provide a walk through of:

  • What is the result you want to get
  • What results are you getting now
  • What have you tried to fix it?
Required Data

The following are globally required values, please remember to set key information on the issue when logging a support case:

  • Atlassian application and version, e.g. JIRA 6.2.7
  • Database, if you have a start up problem (e.g. Mysql, Postgres)
  • Plugin People Product name (e.g. JEMH, SU, EMQ)
  • Plugin People Product version (e.g. 1.2)
Time/IssueKeyIf logs are provided, please identify the time at which the problem was observed, and the issue involved.

JEMH Specific Support Information

Logs

Logs are great, they have much detail that can be useful, please DO NOT paste log content into descriptions, its hard to read, please DO attach them as text, if there are <20 lines that are important, sure paste them in {noformat} .... {noformat} markup blocks

Common logs required are:

  • atlassian-jira.log  (located in JIRA_HOME/log), this is very useful, and provides some related background
  • atlassian-jira-incoming-mail.log (located in JIRA_HOME/log, enabled via JIRA System Admin > Troubleshooting and Support > Logging & Profiling >  Mail > Incoming Mail), it needs to be ENABLED and DEBUGGING enabled too.
  • emh.log (located in JIRA_HOME/log), See Installation, Setup and Logging for configuration steps, this is a physical change to the log4j.properties file, and requires a JIRA restart, so may require scheduling to apply.  The benefit is that it puts all JEMH logging in one place, with no logging distractions from anything else in the system

When attaching logs,  please DO identify a Time and if applicable, Issue key that identifies the time you observed the problem.  If you are not clear on the time, reproduce the problem by creating a JEMH Test Case from JEMH Audit History email content (there is an option for each audit history row).

Problems relating to email processing

  • DO attach a complete example, as exported from the JEMH Auditing page (if you don't have this enabled, do so, and repeat the trigger to collect it).  Proving fake email content that you believe expresses the problem may work in some cases but may also waste a lot of time, with to/fro clarification, delaying resolution of your problem!
  • DO attach your current Profile XML, exported from the JEMH Profile list page - in doing so validate that it is the same Profile that is associated with your inbound mail server.
  • DO NOT attach drag and drop email content from Outlook, they are a proprietary binary format, can't be used and will be deleted if uploaded.

Problems relating to issue creation / permissions

If all your users are full JIRA interactive users, validate their access to the expected projects.  

For non-interactive JIRA account users, validate the access (perhaps by JEMH allocated groups) are sufficient for the expected projects.

For email only users without any kind of JIRA account, validate the access allocated to the Profile default reporter for the expected projects.

(info) Testing permissions is really quick and easy, just create a JEMH Test Case, from: the user in question to:  your inbound mailbox and run it!

Licensing Issue

DO give TEXT copies of your ServerID and Organisation name from the JIRA license screen, screenshots mean rekeying, possibly introducing typos, lets get it right first time!

Check the common problems page for existing resolutions

Some common problems have cropped up over time, see the Common Problems Page for resolutions.


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