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Using Jira offline & gaining Atlassian support

John Foster_tyhpjw

Greetings one and all.

We've set up a Jira Software Data Center installation on a server with no Internet access, and we can log in and basically use it. Clearly the tool is designed to have Internet access, as various hyperlinks try to point you to the Atlassian website, including the Administration > System > Troubleshooting and support tools.

Filling in this form does not work, as it tries to send it to Atlassian, which it cannot do.

I can't find any way of telling Jira that it isn't on the Internet, and thus locally install documentation that it links to, or even how to raise support tickets to Atlassian.

Any tips?

Many thanks in advance

Accepted answers

Radek Dostál

I don't get the problem. Jira points to hyperlinks, that's expected. You're using Jira - either you are connected to the internet, or you aren't, either you can use internet, or you can't.

Jira doesn't require internet access to function, and no you won't be able to point it to local documentation, because A) no such local documentation exists; and those links are part of jsp/vm templates.

What you're after is somehow data mining atlassian documentation so that you can browse it offline - you, not Jira, and that's a little piratey, not that you couldn't, but it's pointless, since it's already free and available from the internet.

All comments

John Foster_tyhpjw

I've attempted to use https://support.atlassian.com/contact/#/ but the only option I get is to 'Ask the community' which is how I raised this!

Radek Dostál

I don't get the problem. Jira points to hyperlinks, that's expected. You're using Jira - either you are connected to the internet, or you aren't, either you can use internet, or you can't.

John Foster_tyhpjw

The problem is that our users do not have access to the Internet, so they cannot see the documentation. The GUI in various places offers to link to the relevant documentation, and without being able to use that link you lose the context and have to search from nothing.

I have no wish to scrape the whole Atlassian website - I wish to know whether they provide a download of the documentation... it sounds like you're saying no. Is that right?

Radek Dostál

The closest would be a PDF that they provide here: https://confluence.atlassian.com/alldoc/jira-documentation-directory-71598773.html

Which of course is not useful in your use case, but that's about the best bet to get something offline I reckon.

Sorry, I don't think I can really come up with anything of actual use for your scenario - it's all cloud this, cloud that, and Atlassian have been moving to clouds with very little interest in on-prem.

The pdf is most probably the closest to what you can get as a copy - and I sincerely doubt you'll want to modify any links to documentation inside Jira. It's practically baked into it (templates, specifically) - it'd be a hell to find and replace them, and it's a maintenance nightmare anyway. Long story short, no support for local documentation.

John Foster_tyhpjw

Thanks, that sounds like the best I'll get.

Trudy P Claspill

Hello @John Foster

What prompts do you get and how are you responding to them?

The first prompt should be to select a support category. If you select Technical Issues then you should be prompted to select a product.

The product prompt should give you options to select from Cloud or Data Center products, with a list of the Cloud products that are known to be associated with your account (if any are).

Screenshot 2025-02-24 at 9.31.38 AM.png

You would need to select Data Center on the right, then select your product.

After that you should get a prompt for your SEN, which is how Atlassian can look up your license to confirm you have a valid support contract.

Screenshot 2025-02-24 at 9.33.39 AM.png

John Foster_tyhpjw

You're absolutely right, thanks for that. I missed the tabs at the top of the product selection pop-up, but now I've got it it's working a treat.

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