Unable to submit a Jira support ticket Edited

I am trying to report a technical issue, but the https://support.atlassian.com/contact/ page keeps giving errors when trying to submit it

 

4 answers

2 votes
Joseph Clark Atlassian Team Apr 07, 2017

Hi Peter,

I'm the Product Manager for Atlassian's support systems. I'd love to get some more information from you so that we can identify the cause of this problem and get our dev team to fix it. We get several hundred submissions through this form per day, so there is definitely something funny going on that may only be affecting a small amount of users. 

If you're not comfortable providing this information in the public community, you can email me directly at jclark@atlassian.com. 

In particular I would like to know:

  1. The browser & operating system combination you're using.
  2. If you have any brower extensions installed (and does disabling them solve the problem?)

  3. The values you entered into the form that failed (can you provide a screenshot?)

  4. For extra awesome bonus points, a HAR file capture of the form submission failure (see our documentation on Generating HAR files and Analyzing Web Requests)

Is the issue you're trying to contact support about urgent? If you also send me the details of your support request I can file one on your behalf immediately.

 

Thanks in advance,

Joe Clark
Product Manager - Atlassian

Joe,

It looks like privacy badger was causing a problem. After disabling it I was able to create an issue. Even better (or worse?), privacy badger also seemed to be the cause of that issue, see https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-273702

Cheers,

Pieter

Joseph Clark Atlassian Team Apr 10, 2017

Hi Pieter - OK, I'm glad it was an easy fix, but I still think this is something we can fix/improve.  Nothing that Privacy Badger blocks should stop the site from functioning correctly (the support site should gracefully degrade when external resources cannot be loaded). There are probably other people out there having the same problem!

I just tried installing Privacy Badger on my own machine but I'm still able to create support tickets successfully, so probably your add-on is blocking things more aggressively than the fresh installation on my browser.  Could you provide me some details on the URLs that Privacy Badger is blocking on your browser? A screenshot or just the list of URLs would be fine.

Thanks,
Joe.

Joe,

Privacy badger learns what to block, so I can imagine it's hard to reproduce this. Here is a screenshot;

Screen Shot 2017-04-11 at 11.28.00 .png

After unblocking the 1st URL (support-forms) everything is fine.

Cheers, Pieter

0 votes

Hi Pieter - Are you still having problems?

https://atlassian.statuspage.io/ doesn't report any issues.

I just tried to rasing a test request myself and it went through OK, but I might not have done exactly the same as you.

It looks like you have a JIRA Cloud (OnDemand) instance, correct?

For the "What product is this for?" question, did you select a product or choose from your licences?

If you did select a product (I assume JIRA) did you pick Cloud or Self-hosted?

Sometimes closing/re-opening your browser (and/or clearing cache) sorts out problems like this, so you could give that a try if you haven't already.

p.s. You might want consider removing or trimming the screen shot you posted as it reveals your site URL, which you might not want to show on this public forum

Still getting the same error ("Something went wrong, please try submitting your request again."). I tried different scenarios with/without screenshot, selecting Jira (cloud) / select Jira from licences.

0 votes

Pieter I escalated this internally and hoping to find an answer for you soon. Did you try filing a general support ticket?

Joseph Clark Atlassian Team Apr 07, 2017

Thanks for summoning me, Monique! :)

 

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