URL Not Accepted Submitting a Ticket

[Susan Reed]

When submitting a ticket at 

https://support.atlassian.com/contact/#/ our URL is not being accepted. I have it formatted as such:

https://remedly.atlassian.net

In Jira our URL is:

https://jira.remedly.com/

How should I be formatting the URL differently so we can submit our ticket?

Our ticket is about Zendesk integration not functioning for a single user.

[Dan Breyen]

Hi @Susan Reed welcome to the community.  I'm sorry you're having issues with the support link.  Here's the link that I use: Atlassian Support 

I hope that works out for you.  

[Susan Reed]

@Dan Breyen this is the link that I'm using but our URL is not being accepted. See the screenshot. We need to understand the correct URL formatted which will be accepted by this interface so we can submit a ticket. 

[Dan Breyen]

Thanks, @Susan Reed are you by chance your System Administrator?  Usually when you're picking the license there should be a choice for the cloud license you have.  Does that 'Do I have a Cloud Product' give you other choices?

[Susan Reed]

@Dan Breyen Yes - I am set up as an Admin in Jira. There are multiple options under Do I have a Cloud Product and I've tried the obvious ones - Jira Products and Confluence which we both use - to see if my URL will be accepted but it is not.

[Susan Reed]

@Dan Breyen I'm wondering if it might be caused by a permissions issue? My email is susan@remedly.com. I am an administrator but I found in other community threads that other users were blocked due to permissions. Please advise.

[Andy Heinzer]

Hi @Susan Reed 

I took at look at your site in https://jira.remedly.com/ from looking at that site, I can see this is not an Atlassian Cloud site.  Instead this appears to be a Jira Server or Jira Data Center edition product.   One way to tell is that there is a version number at the bottom footer to help identify the version.  Our Cloud platform doesn't have this, as Cloud is getting updated constantly in the background.

It might help to look into How to find your Support Entitlement Number (SEN). Once you can find your SEN, you can then return to the support contact form in https://support.atlassian.com/contact and then choose "Data Center/Server" instead of the default of Cloud.  From there it should prompt you to enter your SEN number for those editions.

If this is a server edition please be aware that Atlassian has end-of-life'd these server licenses.  More info in https://www.atlassian.com/blog/announcements/farewell-to-server .

It is still possible to upgrade to Data Center or migrate to Cloud, but depending on your license and SEN, you might not be able to directly create a support case.  Try the find your SEN doc and let me know if you run into problems.

Andy

[Susan Reed]

@Andy Heinzer Thank you for your response! I found my SEN and tried to submit a ticket under Data Center/Server but it seems our support ended last year on this version and we will need to upgrade. Frustrating. I will talk with our CTO about upgrade options. 

You can close this ticket and thank you @Dan Breyen as well for your help too!

Susan

[Susan Reed]

@Dan Breyen I continue trying different URLs based on my research without success. Please advise how this URL should be formatted for success.

[Dan Breyen]

What options do you have under the 'Which product is this for' dropdown?  I would expect to see a choice for Jira(Cloud xxx) and your URL. 

[Susan Reed]

@Dan Breyen here are my options and I've tried Jira, Jira Product Discovery, and Confluence and for each I've tried a multitude of URLs but it should probably be https://remedly.atlassian.net which does not work. There are more options but none that we use. When we use Jira, the base URL is https://jira.remedly.com/ but that also is not accepted.

[Susan Reed]

@Dan Breyen this combination really should work:

[Dan Breyen]

I'm not seeing similar things for my requests.  I've requested Atlassian Support to take a closer look at this ticket.  Hopefully they will be able to shed some light on what's going on.