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In this article, we are going to know about how to get support for an Atlassian app. Atlassian Marketplace has a number of apps to extend features of Atlassian products like Jira, Confluence, Jira Service Management.
Some of the apps are supports Server, some support Data Center, and some for clouds products. Some apps support the above 3 environments.
For example, if we look into Automation for Jira - Server.
in the highlighted dropdown, you can able to browse supported environments. The plugin supports Server and Data Center Environments.
"Supported" Tag (Red color) indicates that this app has support.
"Jira Service Management" (Green Color) is showing supports for different Atlassian products. This supports Jira and Jira Service Management.
To get support for this app after installation in your environment or purchase, go to the following sections
1. Go to "Support"
2. Contact Section
Here you can check their support timings and Support portal details.
3. Choose "Submit a support request" to submit a request.
4. It is routed to their support portal
A) What can we help you with?
Billing, Account-related, Technical support and etc.
B) Which product is this for?
Here you can choose, Market place Apps ( Data Center/ Server OR Cloud)
C) Which Marketplace App?
You can choose your required plugin here.
D) When you installed a plugin for Atlassian Products, the system will generate a number (SEN - Support Entitlement Number) for support-related operations.
How to find your Support Entitlement Number (SEN) - by reading this article, you can find the information about SEN.
F) Summarize your issue --> Here you can give a short note about your problem with this plugin.
G) Business Impact --> How the problem is affecting Jira or other Atlassian products.
H) Detailing the issue
You can provide your phone number, your colleague's email (To receive updates regarding this support), and you can choose your working hours, during these hours you will get updates.
After submitting all the details.
You will get an email from the "Support Desk" with a ticket number including the information you have provided while creating a support request.
You will get timely updates and you can comment on the support ticket to give more information.
The ticket will be closed only after the user is satisfied with the solution provided by the Support Team.
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