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Why is my Cloud URL not found when trying to open a support tiket?

Dale Kuhn

I would like to open a support ticket for an issue related to Rovo Dev. Specifically, if I enter any query, or even just type Hello, I get the following error:

> hello

─── Access Denied ──────────────────────────────────────────────────────────────────────────────────────────────────────

You don't have permission to access this resource. Please check your entitlements.

https://ecosense.atlassian.net/rovodev

────────────────────────────────────────────────────────────────────────────────────────────────────────────────────────

However, when trying to open a ticket via support.atlassian.com, the site says it cannot find my Cloud URL, which is directly pasted from the above error message. If I enter ecosense.atlassian.net, without the https on the front or the rovodev on the end, I get the same error. I am unable to format the URL in a way that it is recognized. This prevents me from even opening a ticket to formally ask for help.

Accepted answers

Trudy P Claspill

Hello @Dale Kuhn

Welcome to the Atlassian community.

What is the URL you are accessing to try to create your support case?

At https://support.atlassian.com/contact/#/ before entering the URL one must select the application. What did you select? Did you select Rovo Dev?

Screenshot 2026-03-27 at 2.52.26 PM.png

All comments

Trudy P Claspill

Hello @Dale Kuhn

Welcome to the Atlassian community.

What is the URL you are accessing to try to create your support case?

At https://support.atlassian.com/contact/#/ before entering the URL one must select the application. What did you select? Did you select Rovo Dev?

Screenshot 2026-03-27 at 2.52.26 PM.png

Dale Kuhn

Hello @Trudy P Claspill I was trying to make a support ticket at https://support.atlassian.com/contact#/. In the box titled 'Which app is this for?' I typed Rovo Dev, as it did not appear in the list of licensed products. In fact, the only option that appeared in that list was Bitbucket (Cloud Free), even though I was logged in, and am definitely licensed for other products such as Jira, Confluence, etc.

At any rate, I got our IT person involved. He keeps seeing a lot of "something went wrong' messages when trying to check my account settings. Maybe Atlassian is having problems right now? If things are still not working on Monday, our IT person will remove my Rovo Dev access and add it back again to see if that has an impact. In the meantime, I'm still open to any other suggestions. No one else in my org is having these issues.

Trudy P Claspill

Hello Dale,

Are you specified as a App Admin for any of the apps besides Bitbucket? Typically only App Admins, Org Admins, and possibly Site and Billing Admins can create service tickets for a given site/app.

Did you try accessing support from a private browser window to ensure you were not experiencing a browser-cached-credentials issue?

Dr Valeri Colon (Connect Centric)

@Trudy P Claspill for the win!

This isn’t a URL issue. Atlassian support only recognizes sites and products tied to your account + permissions. If you only see Bitbucket, it means your account isn’t recognized as having access (or admin rights) for Jira/Confluence/Rovo in the support system.

Also, Rovo Dev doesn’t always appear as a selectable product yet—tickets are often routed via Jira/Confluence or “Other.”

Combined with the errors your IT saw, this strongly points to a provisioning/account sync issue, not formatting.

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