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Cloud errors, no support from Atlassian

Mitchell Overdick_e6dhn7

Hello,

I have a free version of Confluence Cloud, which has not worked since day 1.

I started a new Atlassian plan which I restored from a backup of a different one following these instructions (just to change my URL after an acquisition). Since day 1 of using my new plan, I have noticed it is full of problems. My Jira integration is broken, and there are blueprints I can't edit, to name a few. To be clear, I am the organization admin, and have full privileges on our entire site.

As far as I know, I have no control to resolve these errors on my end, nor will Atlassian help me because I am on the free plan.

My question is, if you are experiencing malfunctions with your free plan that require Atlassian to fix them, how do you go about getting them to do so?

Otherwise, I am stuck using a broken system.

Accepted answers

Nic Brough -Adaptavist-

The free and starter ($10) subscriptions do not have direct support included (it costs a lot more than $10 to do any level of support). Atlassian simply refer the unsupported people to public resources, such as the community here.

We can try to help you, but we're still not support. Whatever you need support on, we're sort of relying on someone having had a similar problem, and hence be able to give you some help. If it's directly a Cloud problem though, we are generally stuck, as we'd need Atlassian to look at it. But, some of us here do have extra channels for help - when soemthing turns out to be a Cloud issue that needs Atlassian attention, the community leaders here have contacts with Atlassian and we can ask them to do have a look, even for free/starter subscriptions. (Some of us also work for partners, so we have a second route!)

So, if you could start by explaining the exact problems you have, we can take a look and/or yell for help on your behalf.

(By the way, on the Blueprints thing - Blueprints are mostly provided by code, they're not editable by end users)

Shannon S

Hello Mitchell,

Thank you for bringing this to our attention, and I'm terribly sorry for the trouble you've been having with this.

Regarding your Jira integration:

I've followed-up with you on your original request in the question below, since it appears you are running into a known issue:

Jira integration HTTP Errors 500 504

It does require our intervention to repair the Application Links. My apologies to you that it took so long for this to be addressed. I've submitted your case now locally so we can get that sorted for you, so please check your email for a copy of that case number.

To address editing of Blueprints:

As Nic confirmed, Blueprints in Confluence are not meant to editable by end users. Blueprints are a set of templates, with programmed instructions for how the templates work together. The case is the same across all versions of Confluence, unless you're looking to modify the source code in Confluence Server or Data Center.

For more information on developing Blueprints, you can read more about it from our Atlassian Developer documentation: Confluence Cloud Blueprints.

If you're simply looking to edit the Global Templates within Blueprints, you can follow the instructions in our documentation Edit a Global Template for information on how do that. If this is already what you were attempting to do, could you please let me know what issues you were having specifically, and I can have a look?

To address your concerns about support eligibility:

The Atlassian Community is fully staffed with an Atlassian Support team. So, while you won't have direct access to the Atlassian Support Portal as a Cloud Free admin, we will be able to handle your requests. If there's anything at all that you need that requires support intervention, we will have a case created for you locally.

As @Nic Brough -Adaptavist- mentioned, the Community may still attempt to assist you, but Atlassian will still check in on your case and make sure it's progressing. If not, we can get a deeper look at it on our end.

If there's anything else that you're having trouble with, that I haven't addressed, could you please let me know?

Thanks again, and take care,

Shannon

All comments

Nic Brough -Adaptavist-

So, if you could start by explaining the exact problems you have, we can take a look and/or yell for help on your behalf.

(By the way, on the Blueprints thing - Blueprints are mostly provided by code, they're not editable by end users)

Shannon S

Hello Mitchell,

Thank you for bringing this to our attention, and I'm terribly sorry for the trouble you've been having with this.

Regarding your Jira integration:

I've followed-up with you on your original request in the question below, since it appears you are running into a known issue:

Jira integration HTTP Errors 500 504

To address editing of Blueprints:

For more information on developing Blueprints, you can read more about it from our Atlassian Developer documentation: Confluence Cloud Blueprints.

To address your concerns about support eligibility:

If there's anything else that you're having trouble with, that I haven't addressed, could you please let me know?

Thanks again, and take care,

Shannon

Mitchell Overdick_e6dhn7

Hi Shannon,

Thank you for taking the time to fix my Jira integration with Confluence, I have had a chance to test it and it is working smoothly now.

Just to add some context to my issues with blueprints, my old cloud side had edited blueprints based off of:

Meeting notes Blueprint
How-to blueprint
Retrospective Blueprint

When I moved to the new site, these edited blueprints seem to have broken, and we cannot use, edit, or reset them to default. When we try any of those actions, we get taken to a page that says "Oops - an error has occurred." We are not sure what about the transition did this, but I can only imagine that something did not copy over correctly.

Below is an example of the "Edit" and "Reset to default" buttons I am referring to, along with the error I get.

What I have done in the interim is disable them all and make new global templates for my team, but it would nice to ensure these are functioning in case someone in the future wants to use them. Conveniently for us, we do not care if we lose those edited blueprints.

Again, thank you for your support! I am glad that at the there is an avenue to get support from Atlassian if/when it is needed.

Mitchell Overdick_e6dhn7

Thank you for your help @Nic Brough -Adaptavist-

I have received support from @Shannon S and things are beginning to work again.

Shannon S

Hi Mitchell,

Thank you for reporting this issue to us too. I found some examples of this for other Confluence users when editing the Blueprint templates. When the template is removed and recreated, it fixes the issue.

I went and created an internal request for this as well, so we can have a look at the templates in your database. There's a query we'll be able to run in order to update it and fix your issue, and you won't have to lose the templates you already edited.

One of my colleagues will be reaching out to you on that case so we can help you with that.

Take care, and I hope everything else runs smoothly for you!

Shannon

Shannon S

Good morning, Mitchell!

Just confirming that it looks like we were able to correct the broken reference in the database, and so your templates are working as expected now, without any data loss.

If you happen to encounter any further issues, please feel free to let me know!

Take care,

Shannon

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