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Why does Atlassian Support believe that St John Ambulance's JSM instance does not exist?

Why does Atlassian Support believe that St John Ambulance's JSM instance does not exist?

At https://support.atlassian.com/contact#/, if I enter "sja.atlassian.net", I am informed that:

Sorry, we can't find this Cloud URL.

To demonstrate this:

However, it obviously exists. Why does it reject it?

3 answers

1 accepted

3 votes

Answer accepted

Hello @Mr_ Beedell_ Roke Julian Lockhart _RJLB_

Welcome to the Atlassian community.

Atlassian maintains a list of who the technical contacts are for subscriptions; for example the Organization Administrators and Application or Site Administrators. Only those people are enabled to open support case through Atlassian's customer portal.

If a user does not have that level of access for their site then the support portal somewhat misleadingly reports that the site can't be found. In fact what it is doing is looking up your identity and search for the sites you administer.

If you don't have Administrator access for your site, you would need to escalate your support need to your Site or Organization administrators, who can then open a support case with Atlassian.

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Comment

@Trudy P Claspill thanks. I would suggest, to Atlassian, that they improve this message. However, that does not appear to be possible; their Atlassian's Jira instance appears rather locked-down. If I ever ascertain how to, I shall.

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Comment

2 votes

Hi @Mr_ Beedell_ Roke Julian Lockhart _RJLB_,

Welcome to Atlassian Community!

I have notified the support team that is on here, they will reach out to you within 2 business days (usually faster) to resolve this.

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Comment

1 vote

Hi @Mr_ Beedell_ Roke Julian Lockhart _RJLB_

As @Trudy P Claspill suggested, only Organization, Application, or Site Administrators can submit support tickets for organizations with an active subscription.

To move forward, please reach out to one of your Site or Org Admins and ask them to open a support request on your behalf.

Hope this helps!

Best,
Samuil

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Why does Atlassian Support believe that St John Ambulance's JSM instance does not exist?

3 answers

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