What's the wait time on getting a ticket answered?

[Igor A]

I put in a support ticket yesterday and there's been no response.

I looked around to see if there's an email/phone number to call, and it seems Atlassian is one of those vendors that try to do it all with as little chat support as possible.

So one of our team members got stuck with using Jira software.

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JST-752547 I've added a fresh new user to the project by email, and his kanban board crashes
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I've added a new user via project -> invite by email|

What happened:
A user got an error code 1JO3HLY while accessing the kanban board

What I did:
1. I've tried to remove his email from xxxx.atlassian.net
2. I've tried to remove his account and create a fresh one. After deletion, I got a message that deletion would take a month, so I canceled it.
Now there are even more errors
3 xxxx.atlassian.net says I cannot add mail@domain to the xxxx.atlassian.net because it is deleted (the system thinks it is deleted while it's not)

[Jack Brickey · Accepted solution]

Hi @Igor A ,

sorry you are experiencing issues. Regarding the wait time for response it depends on the priority of your issue and Tier. Here is the advertised support info - atlassian-support-offerings 

now regarding your specific issue, it seems quite odd. At least I have never seen a crash with error when a user accesses a Kanban board. Here are some random thought to share:

• don't simply delete users as a means of attempting to correct an error. Especially if you intend to add them back with the same email. This can cause issues trying to re-add. I have never experienced the need to remove a user as a means of getting some error condition corrected. If you were to mistakenly have the user under two different emails you can always deactivate the 2nd user.
• it would be interesting to have the user try a different browser
• it would be interesting for the site admin to log in as the user and attempt to replicate the issue. If they do replicate then definitely have Atlassian support log in and have a look
• do others experience this issue?
• what is unique with this user?

[Igor A]

Thank you for the reply

>1 it would be interesting to have the user try a different browser
>2 it would be interesting for the site admin to log in as the user and attempt to replicate the issue. If they do replicate then definitely have Atlassian support log in and have a look
I grabbed his creds and was able to reproduce everything.
It looked like a bug, so I've tried to add/remove/delete and made things worse. Huh.

>3 do others experience this issue?
>4 what is unique with this user?
He is the only one with this issue;
He got registered yesterday;
Approx 20 people before that had no problems.

>don't simply delete users
Now I know that. Thanks..

[Jack Brickey]

That sure is an odd issue but it is Software and odd issues can occur for sure. Please keep us posted here with any resolution.

[Fabio Racobaldo _Catworkx_]

Hi @Igor A ,

welcome to the Atlassian community!

Support works based on a specific policy (https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html) that depends form your account type and based on the priority of your ticket.

Hope this helps,

Fabio

[Igor A]

Standart plan X Level 4 ( Issue or question with limited business impact) = 2 days

Thank you;