This page will guide you to log your issue and get timely support, and enable you to provide required information that will lead to a faster resolution! |
But you can help us to help you faster, please read on!
Interactive JIRA users can log support requests can be created in our SUPPORT Project - https://thepluginpeople.atlassian.net/browse/SUPPORT
There are specific JIRA Projects for each Product, please pick the right product project, eg:
Email users may also send support requests to support@thepluginpeople.com , this will create issues by email through our upcoming JEMH-OD product.
Support by voice is not a primary support channel as the information usually required can't be easily expressed this way. Please use the JIRA route initially! For absolute "It's dead Jim" emergencies, see the Plugin People Vendor Profile on Marketplace, likely the outcome will still be to please log an issue!
We use JIRA 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
all projects are there, each will be linked below, along with any specific informational requirements each addon has.
| 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:
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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. |
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:
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).
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!
Some common problems have cropped up over time, see the Common Problems Page for resolutions.