JIRA ondemand just sits "Loading Dashboard" - and is there any support?

[Joel Mansford]

We've recently signed up for a JIRA on demand trial and all we get is:

More worrying though is that despite this being a paid-for service I find no technical support contact details. Is there no support?

[JohnA · Accepted solution]

Hi Joel,

There is indeed an official Support service from Atlassian, although you are currently in the wrong location because this is only our Community Support Site and for this issue you're going to need an Atlassian OnDemand engineer to take a look at what's going on with your instance.

If you open a ticket in our Support JIRA, in the Atlassian OnDemand project, with Level 1 priority because this appears to be an outage, one of my colleagues from the OnDemand Support team will be along to help you out with this asap. You can find our Support JIRA here: https://support.atlassian.com/

All the best,
John

[Norman Abramovitz]

I think Joel's situation is more to the point of not finding a support link. I am also assuming he was frustated based upon what he wrote and ended up on answers as his last resort. I do not blame him since other OnDemand support issues end up on answers as well.

I am assuming there is probably a report a problem link at the bottom of the page which was probably not visible on the screen. I am also assuming the image (the line bars) to the left of the Jira logo would have given him the dropdown to find support.

The real problem none of these choices are obvious when looking at the screen. You have a real human factors issue when the user feels he is in trouble with your new UI look and feel. There is absolutely no clue that the line bars has any meaning and would produce an UI interaction or even that this space has a function other than it looks nice.

[JohnA]

You make a good point there Norman. I will pass this thread onto the OnDemand Support Team because they're always looking for ways to better facilitate customers and prevent issues such as Joel's where he was unable to find help when he needed it, so I will raise this with them and hopefully it will get some traction!

All the best,
John

[Joel Mansford]

The three bars menu previously only showed JIRA but it looks like Bitbucket has finally appeared.

My dashboard is now fixed having logged a ticket thanks to the help of this forum. That UI definitely needs some attention. For anyone else stumbling across this the reason given by support was:

"This was happening due to an unfortunate combination of your account (XXX) not being granted administration rights due to an issue in OnDemand (JRA-37205) and an experimental Dashboard feature that only works for admins"

[Joel Mansford]

Norman is spot-on. The link that John has supplied is nowhere on the JIRA ondemand page I see. Screeny of the 'help' links, most of them look completely irrelevant to the product I have:

There is nothing useful on the footer of the page either, well I guess sending "Meh" won't get me far although such a screen when you can't find any support links just pisses off.

As a completely new user to the service the whole thing is a maze. Luckily I'm still in a trial so if I don't get to grips with it soon we can go elsewhere.

[Norman Abramovitz]

Did you try clicking on the bars on the left as well(the ones near the Jira logo)? The circle with the question mark is on the right side which I already know does not have the support link.

If the bars does not work either, then Atlassian has some coding issues as well. Did Atlassian fix your dashboard issue so you can use Jira OnDemand? I hope so.

Atlassian has a good product set and they have this forum which people are very willing to help others out. In most cases, if you search for your question with Google, you will find someone with a similar issue.