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| Tip | title | Dont Panic! We are here to help.
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Want to get help quickly? Go to our support portal and create an account |
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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
SLA
Support Channels
JIRA
We use JIRA Cloud for tracking all product related problems and support issues. You can sign up for free to our issue tracker atdetails on when and how we provide support for our customers.
Support Channels
Technical Support
Email users may also send support requests to support@thepluginpeople.com - this will create issues by email through our Enterprise Mail Handler for Jira Cloud app.
Sales Support
For sales related queries email can be sent to sales@thepluginpeople.com.
Jira
We are phasing out access to support issues via standard Jira issue view in favour of using the Customer Portal. Going forwards, support will only be available through the portal.
Pre-existing Atlassian ID Users with historic interactive access
Historic users have site access (but not app access to use Software directly) and will be redirected to the support Portal on access to our default site.
Confluence access is available by going to:
Each of our products has a JIRA project. Some of them are listed below. If you do not see the project you are looking for, have a look at the full project directory.
JEMH : Enterprise Mail Handler for JIRA -New Atlassian ID users
New visitors will not be given site access, but, being unregistered will be able to access our Confluence anonymously. Such users must register for a separate Portal account to log support cases.
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Unexpected outcomes for reuse of email address from a removed account We found a bug in the Portal signup (seemingly closed https:// |
jira.atlassian.com/browse/JSDCLOUD-6043), that prevents a previously registered email from being re-used (regardless of whether that account exists any longer) for a Portal account. In this case, registration appears to complete, but fails silently, no portal account is created and no ‘validation’ email ever arrives. Atlassian is aware, we have an open support case to resolve. If this affects your access, we recommend creating a portal account with an alternate email, or using a sub-address in your main email (e.g.: user@domain.com becomes user+ppl@domain.com) that will still ‘deliver’ to the main address. If you use the sub-address path, note that:
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Creating a Portal Account
Sign up here
Check your mail for a mail from jira@thepluginpeople.atlassian.net with subject Finish signing up to The Plugin People
Click Sign-Up and set your display name and password
Accessing the portal
The portal is here
Existing Atlassian ID Users
Existing Atlassian ID users are being gradually removed from the site, historic issues remain.
Historic support case migration
Historic support issues can be migrated to an existing portal account with the same registered email address on request.
Confluence access
Public read only access remains for all variants users (anonymous, portal user or Atlassian ID).
Telephone and Remote Desktop Sharing
Support by Telephone or Remote Desktop Sharing are not our primary support channels. We are usually able to resolve most support requests quickly through our
Jira, so this is the recommended way to contact us. For absolute emergencies, see the Plugin People Homepage on Atlassian Marketplace for details. It is likely that you will still be required to log an issue
through the Portal in order to allow us to track progress. If we deem sufficient progress cannot be made through
Jira correspondence alone, we may opt for a more hands on support method although it is not a first option.
If you want to, tweet us @thepluginpeople with your question, and we will try to answer. Keep in mind that you may be kindly asked to log an issue on our JIRA!
Requested information when logging a Support Request
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! |
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Description | Make the description more detailed that the summary, provide a walk through of:
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Required Data | The following are globally required values, please remember to set key information on the issue when logging a support case:
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Time/ |
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Issue Key | If logs are provided, please identify the time at which the problem was observed, and the issue involved. |
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JEMH Specific Support Information
Logs
Log Filename | Location | Notes |
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Jira is experiencing. | ||
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Jira. Enabled via |
Jira System Admin > Troubleshooting and Support > Logging & Profiling > Mail > Incoming Mail), it needs to be ENABLED with DEBUGGING enabled too. | ||
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Enabling JEMH logging for steps on enabling |
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Jira issue descriptions or comments. Attach as a file instead! |
Emails
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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.
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
Server ID 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.