Cloud URL for support requests not found

[Craig Walker]

I'm trying to create a support ticket for a Jira internal service error. When I do so, it asks me for my Cloud App URL. I enter that (both with and without the https:// prefix), but it gives me this error:

> Sorry, we can't find this Cloud URL.

> See instructions below on how to find your URL.

The URL is a direct copy/paste out of my company's working Jira app, and it does end in `atlassian.net`, so there's no reason that this should be coming up not found. 

[Craig Walker]

Looks like a similar issue here: https://community.atlassian.com/forums/Rovo-questions/Why-is-my-Cloud-URL-not-found-when-trying-to-open-a-support/qaq-p/3213071

[Trudy Claspill]

Hello @Craig Walker 

In the preceding field on the screen which app did you select?

Are you the App Admin for the Jira product or the Organization Admin for the Cloud Organization under which that site exists with the app you specified in the preceding field installed?

If you don't have that level of admin access, you won't be able to open a support case for that app for that site, and you may get the message you see.

[Craig Walker]

>In the preceding field on the screen which app did you select? 

"Jira"

> Are you the App Admin for the Jira product or the Organization Admin for the Cloud Organization under which that site exists with the app you specified in the preceding field installed?

No, I'm not. 

[Trudy Claspill]

Hello Craig,

Since you are not an admin you will not be able to open a support case for the site. You will need to escalate to your Jira admins and ask them to open the support case.

Atlassian Technical Support cases can be opened only by admins because the owners/admins of a given app subscription are intended to be the first line of support for that specific app subscription. Those admins understand the configuration of the app for their specific organization. Atlassian serves a huge number of clients and cannot be familiar with the configurations and customizations of every one of them. It would not make sense for end users to be going directly to Atlassian support first with their application related issues when the majority of those issues relate to customer-specific configurations and customizations.

If you think it would be helpful you can describe the problem to us here in the user community and we might be able to offer you advice about debugging it.

[Craig Walker]

@Trudy Claspill The original problem I had was with Jira returning "Internal server error" pages when I was attempting to move a work item from one space to another. This happened several times in a row. However, it is no longer occurring.