Problems submitting a Jira support ticket

[Rich Scire]

• Go to support.atlassian.com
• Click Contact Support
• Select Technical issues and bugs
• Select JIRA
• Select Self-hosted
• Enter SEN (SEN-XXXXXXX)
  • Copied from Application properties in JIRA
  • Copied from my.atlassian.com
     

Nothing happens:

• No error
• No next button
• No indication at all about what the next step is or if something is wrong.

I have users that need support and I have no way of submitting a ticket. 

[Joe Clark · Accepted solution]

Hi @Richard Scire,

I'm the Product Manager for our support system - sorry you're hitting this problem and thanks for reaching out for help.   After you type in the SEN you should see it gets validated with a green tick and then the rest of the form will display, like this:

Contact Atlassian Support 2017-03-23 10-54-34.png

I tested with the SEN you mentioned and it's working for me. This is a new UI for submitting tickets, so it's possible we have some un-discovered bugs lurking around.  Would you mind telling me what browser and Operating system you're using, and could you also attach a screenshot of what you're seeing? 

To get your ticket created, can you please try:

• Typing in the SEN letter by letter instead of copying and pasting it (maybe the validation has a bug where it doesn't trigger if you paste the content in?)
• Try using a different browser

If neither of these work, or your request is urgent, please email me directly (my email address is jclark@<you-know-the-name-of-the-company>.com and I'll be able to get a support ticket into the system on your behalf.

Thanks for your patience, and sorry for the inconvenience,

Joe Clark - Atlassian

[Rich Scire]

Your suggestion to try typing the SEN manually didn't work but using either Firefox or Chrome successfully validated the SEN.

The problem is resolved but I'll attach a word doc with all the relevant information to help you diagnose the IE problem.

Thanks for the help.

[Rich Scire]

Sorry, but I'm not seeing a way to attach a document 

[Joe Clark]

Hey @Richard Scire,

Phew! Glad you got your ticket in. I'm sorry you encountered a problem using IE... sometimes our developers at Atlassian (who all use Macbooks) tend to forget that the rest of the world runs on Microsoft.  Once I get the details from you, I will put in an internal ticket to have it fixed.

I think if you select "Insert Image" from the editor menu, it will still let you attach non-image files like documents and log files... the button just has a confusing name.

Joe.

[Rich Scire]

 I understand. I work on a PC and never test on Safari.

Thanks!

[Joe Clark]

Thanks for the detailed bug report - a fix should be deployed now.