Jira Align Support Guide

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Table of Contents

• Self Help Resources

  • Jira Align

  • Help Center

  • Community

• Monitoring the health of your Jira Align Application

• Opening a Ticket

• Gathering Issue Details

• Support Access to Customer Environments

• Support Offerings

• Scheduling Time with an Engineer

• Escalating a Ticket

• Ticket Resolution

• Surveys

• Tracking a Defect and Bug Fix Policy

• Tracking a Feature Request

• Tracking a Documentation Request

• Test Instance Refresh 

• Migrations

• Services Who's Who

• Resources

Self Help Resources

There are a variety of self-help resources available to Jira Align users to get quick answers and solutions. Below is a list of some of the most commonly used resources.

Jira Align

Within the Jira Align product itself, contextual help can be found including the ability to search our help pages.

Help Center

• Getting Started with Jira Align 10X!

• Jira Align

Community: Find answers, support, and inspiration from other Jira Align users

Jira Align

Monitoring the health of your Jira Align application

Our Jira Align cloud instances are grouped together in pods. Pods are load-balanced distribution of customer cloud instances based on geographic location.  Each new customer will receive a Jira Align cloud instance along with a pod number.  The Jira Align Status Page lists the current health status of all pods. If your pod is affected by an outage, degraded performance, or maintenance, this means your site is also affected. Not sure which is your pod? Open a support ticket and we’ll be happy to let you know.

Check our performance trends and improvement efforts on our Benchmark.

Opening a Ticket

Select appropriate Severity

Atlassian Support Offerings | Atlassian Support | Atlassian Documentation

• Level 1: Production application down or major malfunction affecting business and high number of staff

• Level 2: Serious degradation of application performance or functionality

• Level 3: Application issue that has a moderate impact on the business

• Level 4: Issue or question with limited business impact

Gathering Issue Details

As much as possible, please try to include the below information when opening a new ticket:

• Steps taken to reproduce - how did you get to the spot where you ran into trouble?

  • Examples:

    • When I click on Administration → Jira Management → Jira Boards, my board shows a warning [warning message here] when I hover over the icon.

    • When I navigate to the Stories grid and click on a story, the Story details panel appears to ‘hang’ in that nothing ever renders in the panel. What did you expect to happen?

  • What did you expect to happen?

  • What actually happened?

• These steps should be accompanied by the following data as often as possible:

  • Any filter settings (e.g. Tier 1, page-level filters), where applicable

  • Screenshots of where the problem is observed, including screenshots of any applicable audit logs from Jira Align (for example, story or Epic audit logs).

  • If possible, a brief video showing the problem in real-time is always helpful. This will enhance our understanding of the steps taken to reproduce the issue at hand.

  • If the issue is in the UI (i.e. non-responsive page, internal server error, other weird behavior), grab a HAR file.

    • Generating HAR files and analyzing web requests | Atlassian Support | Atlassian Documentation

    • Generating a HAR file for troubleshooting (Video)

TIP: Please open a new support ticket for each issue, even if you believe related, to help expedite troubleshooting

Support access to Customer environments

By default, a subset of our support team has accounts created at the time of the new Jira Align application provisioning as a means to help finalize set up items prior to any client data added. These items may include applying the product license and setting up any users needed based on purchased Professional Services (Technical Account Manager or Solutions Architect). After this is completed, it is recommended that the customer enable SSO or disable any Jira Align Support accounts as support will not need ongoing access to a client environment. After this initial setup is completed, Jira Align Support will not access client environments without explicit client approval documented in a client support ticket. After this new environment is enabled for access by either Jira Align Professional Services or the client, support will no longer create any users/artifacts in the environment.

If support access is needed to a client environment, we will request this to the customer as a part of a customer support ticket that is being investigated. Please consider this access as optional, approved only by the client. If approved you may need to create a user account for the support person or activate the support person requesting the access, if the person’s account is preexisting. At the end of the ticket completion, we recommend that you disable this account as no further access should be needed.

Support Offerings

Our Jira Align Support offerings include:

• Premier - highest tier with enhanced support features and options, contracted separately from an active Jira Align subscription.

• Standard - included with any active Jira Align subscription.

Please see our Atlassian Support Offerings for more details on how we can best support you.

Scheduling time with an Engineer

To schedule a working session with an engineer please request directly via your support ticket. Atlassian support utilizes the scheduling tool Calendly to share available times. Please note working sessions are suggested for active troubleshooting as opposed to log gathering. Support may need time to analyze provided logs and reproduce prior to setting the working session so as to make the session most productive.

Escalating a Ticket

Occasionally, you may find that a ticket is not progressing as desired or that resources are not available when you open an issue. For example, if you primarily work USA hours but need help at 3:00 AM local time our America region engineers will be offline. Depending on your service level, support engineers in other locations monitor the global queue but may not be aware of all activity in other regions. In these cases, you can use the Escalate link on your ticket to flag it for immediate attention around the globe. Our support responsiveness is based on service level purchased (Premier, Standard). Please note - any escalation response for our Standard customers who are working outside of their normal hours will be based on Atlassian Support's best effort only. Should you need a higher level of support for your needs, take a look at our Premier Support offering. More information can be viewed in our Atlassian Support Offerings.

It is important to use the Escalate option appropriately, as this is meant for business-critical situations where our normal SLA response times are not sufficient. Please be sure to include the important business impact that this delay is causing via ticket comment so our teams may appropriately prioritize based on your need.

Similarly, if you choose to leverage Premier Support, your company contacts who are designated for Premier Support will receive a list of global phone numbers, which represent another channel to escalate your case when necessary.

Ticket Resolution

We encourage you to confirm that the issue is resolved to your satisfaction. We understand that you can get busy but will always send reminders based on your support offering to remind you prior to closing your ticket. If your ticket is closed due to your unavailability please don’t hesitate to reopen the ticket when you are ready to resume troubleshooting. We can also ‘freeze’ a ticket if you know you need additional time, please request with your support contact and we are happy to accommodate.

Surveys

After your ticket is closed you will receive a survey asking about your experience with our support team. We ask that you take the time to let us know how we are doing so we can continue to offer you legendary service and make improvements when we are not. These particular surveys are specific to your interaction with the individual support engineer and the quality of the support service delivered by that engineer. In addition, you will receive two surveys a year asking more broadly for your opinion and experience with the product as a whole and your experience with Atlassian outside of Jira Align.

Tracking a Defect and Bug Fix Policy

The support team will work with you to verify if your issue is a product defect and help identify a workaround if possible via your individual support ticket. If and when a defect is identified a separate ticket is opened on http://Jira.atlassian.com (JAC). JAC is our defect tracking system that is customer agnostic to protect your privacy as at times multiple customers may experience the same issue. From here our Product and Engineering teams take over to schedule and produce the fix. At this time we do close the original support ticket as all further updates will be reflected on the Defect ticket.

For ease of tracking and to make sure you’re notified of all updates we always recommend that you add yourself as a watcher to the defect. In addition, we encourage you to vote by selecting ‘This affects my team’ as our Product team takes this into account when prioritizing and scheduling the fix. For more information please see our official bug fix policy. In addition, you can view all defects generated from your support ticket by using this search on your customer portal.

Tracking a Feature Request

As mentioned in this post, Jira Align is consolidating all your suggestions in one place, JAC (jira.atlassian.com), Atlassian’s public issue tracker for other Atlassian products such as Jira, Confluence, Bitbucket, and more.

To make a suggestion, reach out to Atlassian Support. Our dedicated team of support engineers will carefully evaluate your request and work with you to determine whether it is best classified as a bug or a suggestion. Once they’ve added your bug or suggestion to JAC, they’ll provide you with a link where you can track its progress.

Tracking a documentation Request

Jira Align is a fast-growing product and so is our documentation, if you do not find documentation that you need please open a support ticket and we will generate a documentation request on your behalf.

Test Instance Refresh

Any Jira Align customer, regardless of support service level, is allowed to request one data refresh from their PROD instance to each of their TEST/UAT instances for free each month.  Additional refresh requests will be considered on a case by case basis and may require an additional cost. We recommend reaching out to your Technical Account Manager or Enterprise Advocate if additional requests are needed. To schedule a refresh, please open a support ticket at least one week prior to the desired refresh time/date so that we can coordinate this request.

NOTE: Please review and be aware of the following prior to making your refresh request:

• ALL data stored on your TEST instance will be lost

• ALL Connectors settings will be lost (if previously synchronized with Jira, these settings must be manually reconfigured by your team after the data refresh)

• SSO settings will be lost (if previously configured), these settings must be manually reconfigured by your team after the data refresh.

• Manual login is enabled on TEST instances as part of the data refresh process.

• All users from PROD are copied over to these instances, so you should be able to log in by using your current password (used in PROD).

• If you don’t, just issue a password reset and you’ll get the password reset email in a few minutes.

• No changes are made to the PROD instance during this data refresh.

Migrations

If you have plans to migrate your Jira environment (Server, Cloud, or DC) please open a Jira Align support ticket to assess connector requirements or unique considerations.

Services Who’s Who

This is intended to give a high-level summary of how each team operates, please reach out to any of these functions based on your particular need where applicable

Support	Technical Account Manager	Solution Architect	Enterprise Advocate	Partner
Technical questions on Jira Align instances Defects or issues with Jira Align Enabling Master Toggles on Jira Align instances Access to Jira Align instance	Assist in planning for scale and growth Advocating for prioritization of defects Advocating for prioritization of enhancements Scheduling of Product Roadmap presentations	Large scale implementation advice Portfolio and program restructuring advice and practices Guidance on dealing with shared services teams	Pricing inquiries Question on packages Requests for demos	Large scale implementation advice Portfolio and program restructuring advice and practices Guidance on dealing with shared services teams

Resources

Release Calendar

Release Notes

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