Why can't I open difference issue types in Atlassian's Support?

Seeing as I'm a new hire, I believe I'm just not associated with my company and therefore not seen as a paying customer with support rights?


Am I correct, and how do I go about fixing this?



Alec Jasanovsky

1 answer

0 vote

Hi Alec,

Atlassian made some significant changes to support back in July of this year.  The major change was that starter licenses are no longer being supported directly by Atlassian Standard Support. Instead these licenses are directed here to Community for support for those products.

When you first create an issue on https://support.atlassian.com you are prompted to enter your SEN (support entitlement number).  This number is connected to the licensing for your product.   Depending on your SEN number, you might then be directed to https://getsupport.atlassian.com (if you have a commercial license), or you might be directed here to https://community.atlassian.com/ (if your SEN is for a starter license).

If you're not sure how to find your SEN number, I would recommend our article on How to find your Support Entitlement Number (SEN). It might be easier to connect with your team in order to make sure that you have the correct SEN.


Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,207 views 13 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot