Slowness when submitting requests on Free Site

[WolfPeak IT]

Hi, as I am on the free version of JSM, I cannot submit a support request, so I am trying my luck with the community. In the last 24 hours, I have had users try to submit requests but every time when sending - it just does not process. The "send" becomes greyed out and just a circle icon showing but nothing else is happening.

Does anyone perhaps know? We have had no issues previously and no changes either on the site to warrant this.

Thanks.

[Joseph Chung Yin]

@WolfPeak IT 

Based on Atlassian Status page, there were no issues reported on the JSM product in the past days -

See: https://jira-service-management.status.atlassian.com/

Question - I am assuming your customer is seeing this via the JSM portal UI?

One thing you may want to check is sometime the local browser app's  Ad blockers or cached data occasionally intercept the Send action API call on the portal. Can you try to reproduce the issue via an incognito session?

Lastly, I would also recommend you to reach out to Atlassian Support - https://support.atlassian.com as they can access the backend system logs to determine the issues further.

Sorry.

Best, Joseph

[WolfPeak IT]

@Joseph Chung Yin I have tried myself in incognito and even set up a new account and I had no issue logging an issue.

I am using a form on the portal - do you think anything with that?

I cannot log to Atlassian as on the free plan, it does not allow me to log a support request. 

[Joseph Chung Yin]

@WolfPeak IT -

If you are using FORMS setup, then you will need to check to see if the FORM is configured to one of your JSM request type.  It may be that your FORM's configuration is not properly setup.

For Atlassian Support, I am not aware of anything that blocks anyone who is using a FREE plan.  The only thing is that the SLA may not be the same.

Best, Joseph

[WolfPeak IT]

They do block you. This is the message when trying to log to Support. 

I'm not too sure I understand the forms aspect as I mentioned, it was working perfectly. It has just been slow for some when submitting. 

[Joseph Chung Yin]

Thanks for pointing it out. 

So, the FORM still works but not for all the customers right?  Can you ask your users to try it via an incognito session for one who is/are having problem?

Best, Joseph