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

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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.


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