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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 Operating Times
Support for our products is provided at least 8 hours a day (09:00 - 17:00 UK time) for 5 days a week (Monday - Friday). Support channels are often monitored outside of these hours also. See our 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 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.
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 - https://thepluginpeople.atlassian.net/browse/JEMH
- EMQ : Enterprise Mail Queue for JIRA - https://thepluginpeople.atlassian.net/browse/EMQ
- SU for JIRA - https://thepluginpeople.atlassian.net/browse/JSU
- SU for Confluence - https://thepluginpeople.atlassian.net/browse/CONFSU
Email users may also send support requests to support@thepluginpeople.com. this will create issues by email through our awesome JEMH Cloud product.
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 via our JIRA Issue Tracker 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/IssueKey | If logs are provided, please identify the time at which the problem was observed, and the issue involved. |
JEMH Specific Support Information
Logs
| Log Filename | Location | Notes |
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atlassian-jira.log | JIRA_HOME_DIRECTORY/log | Can give an insight into potential problems that JIRA is experiencing. |
atlassian-jira-incoming-mail.log | JIRA_HOME_DIRECTORY/log | Provides information about emails retrieved by JIRA. Enabled via JIRA System Admin > Troubleshooting and Support > Logging & Profiling > Mail > Incoming Mail), it needs to be ENABLED with DEBUGGING enabled too. |
jemh.log (previously emh.log) | JIRA_HOME_DIRECTORY/log | See Installation, Setup and Logging for steps on enabling |
 DO identify and let us know specific times to look at in the log file, 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). |
 DO NOT paste large log content into JIRA issue descriptions or comments. Attach as a file instead! |
Emails
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| 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, delaying resolution of your problem! |
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| 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. |
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 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.