Support

Owned by Jonas Hallensleben
Last updated: Oct 17, 2024
3 min read

Data Center

The Version & Component Sync support desk can be reached during business hours 8 hours a day 9:00 - 17:00 CEST, 5 days a week.

How to get quick support

To make sure our support team can work as quickly and efficiently as possible please make sure to follow the steps described below:

  1. 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

  2. If you can’t resolve the conflicts yourself send us a support request via our Service Desk.

  3. Please provide us with a screenshot of the Conflicts page & the Task manager page

  4. 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

  1. Navigate to Jira Administration > Manage Apps & disable the Version & Component Sync app

  2. Navigate to Jira Administration > System > Logging and Profiling and mark the logs as explained in this article

  3. Navigate back to Jira Administration > Manage Apps and turn Version & Component Sync back on

  4. Navigate to Jira Administration > Manage Apps > Version & Component Sync > Audit log and set the apps audit log to DEBUG

  5. Navigate to Jira Administration > System > Logging and Profiling scroll down and click on configure.

  6. Add package net.collabsoft and set logging level to DEBUG.

  7. Let the app run for at least 3 syncs

  8. Navigate back to Jira Administration > System > Logging and Profiling and mark the logs as explained.

  9. After performing the steps above, download the atlassian-jira.log. Read the following article on where to find the atlassian-jira.log.

  10. Add the relevant parts (between the initial marker and the final marker) of the atlassian-jira.log to your support ticket

  11. Set the apps audit log back to INFO

 

Disable app

Mark logs

Set audit log

Configure logging level

Add package

Cloud

The Version & Component Sync support desk can be reached during business hours 8 hours a day 9:00 - 17:00 CEST, 5 days a week.

How to get quick support

To make sure our support team can work as quickly and efficiently as possible please make sure to follow the steps described below:

  1. Determine what kind of issue you are dealing with

    1. Synchronisation conflicts

    2. Other issue(s)

In case of synchronisation conflicts follow the steps described on that page. In case of other issues please take the following additional steps:

  1. Navigate to Jira Administration > Manage Apps > Version & Component Sync > Task manager and check if there are any tasks in the Error status

  2. Open a support ticket using our customer support portal and share the following information:

    1. Screenshot of the issue at hand

    2. Screenshots of any tasks in the error state