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Contact support not working for days now

Kai Wiemer

When I try to submit a support question, I only get the response:

Something went wrong, please try submitting your request again.

No (validation) error in the form.

Response from the server: {"success":true,"validationErrors":null,"message":null,"code":0}

Accepted answers

Andy Heinzer

Hi @Kai Wiemer

Sorry to hear about this problem. I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-886160

We are interested in order to gather more information from you about this problem so that we can better understand why this might be happening. In that support case, could you please let us know:

Which user accounts this happens for
Which browsers/versions you are using when this happens
If you could please generate a HAR file from within your browser when this happens

Please don't include the HAR file here in community, but if you could post that file within the support ticket I think it might be useful to our internal support team in order to better understand if there is something wrong with your account, or perhaps there is some other environmental networking problem at play here.

All comments

Dirk Ronsmans

Hi @Kai Wiemer

Where exactly are you trying to send a support request? Your internal team or Atlassian support?

If you can share the url that yo use we can see if we have the same.

Kai Wiemer

Hi @Dirk Ronsmans

Sorry, I missed the URL. This is the one I used: https://support.atlassian.com/contact/#/ (logged in, selected "Technical issues and bugs" => "JIRA Software")

If you need any further information, I would be happy to share.

Dirk Ronsmans

we might need to escalate this then to Atlassian themselves. Let me tag them!

Andy Heinzer

Hi @Kai Wiemer

Sorry to hear about this problem. I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-886160

We are interested in order to gather more information from you about this problem so that we can better understand why this might be happening. In that support case, could you please let us know:

Which user accounts this happens for
Which browsers/versions you are using when this happens
If you could please generate a HAR file from within your browser when this happens

Kai Wiemer

1. It happens for my user account

2. Chrome Version 114.0.5735.134

3. I added the HAR file to the support ticket.

Kai Wiemer

Is it possible that I somehow create the actual support ticket, the one where the problem occurs? Then that can be processed in parallel.

Andy Heinzer

Hi @Kai Wiemer

I created a separate support ticket over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-886558 in order to address the technical problem you are having with your Cloud site.

If you could please update this with a reply to indicate the product affected (Jira Software, Confluence, etc), and the details of the technical problem there, we can then update that ticket so that these can be worked in parallel.

Regards,

Andy

Nadir Jabbarli

https://support.atlassian.com/requests/JST-1216506/

https://support.atlassian.com/requests/CA-3817767

Although I have opened two tickets regarding this support issue, I have not received any response to either of them. I would appreciate it if you could review both tickets. They are essentially about the same case, but I had to open two separate ones.

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