Support

How to get quick support

The Version & Component Sync support desk can be reached during business hours (8 hours a day, 5 days a week). By executing steps bellow, our support can work as quickly and efficiently as possible

Please navigate to Jira Administration > Manage apps > Version & Component Sync > Conflicts and check if there are any conflicts logged. Some of these conflicts can be resolved by you using the following documentation
If you can’t resolve the conflicts yourself send us a support request via our Service Desk.
Please provide us with a screenshot of the Conflicts page & the Task manager page
In some cases we may need application server logs to help you with your issue. Read Application Server Logs to find out how to get your application server logs.

How to enable & provide additional logging

By following the step-by-step plan below, you can help our support work as quickly and efficiently as possible.

Navigate to Jira Administration > Manage Apps & disable the Version & Component Sync app
Navigate to Jira Administration > System > Logging and Profiling and mark the logs as explained in this article
Navigate back to Jira Administration > Manage Apps and turn Version & Component Sync back on
Navigate to Jira Administration > Manage Apps > Version & Component Sync > Audit log and set the apps audit log to DEBUG
Navigate to Jira Administration > System > Logging and Profiling scroll down and click on configure.
Add package net.collabsoft and set logging level to DEBUG.
Let the app run for at least 3 syncs
Navigate back to Jira Administration > System > Logging and Profiling and mark the logs as explained.
After performing the steps above, download the atlassian-jira.log. Read the following article on where to find the atlassian-jira.log.
Add the relevant parts (between the initial marker and the final marker) of the atlassian-jira.log to your support ticket
Set the apps audit log back to INFO

Disable app

Mark logs

Set audit log

Configure logging level

Add package