Support and troubleshooting

Support

If it happens that you come across a problem or have a question regarding JSAB, don’t hesitate and reach out to us through our support portal.

The support portal hands you the following types of requests to categorize your needs:

  • Defect for reporting problems, bugs, and other malicious behaviors

  • New feature for requesting improvements and new functionalities

  • IT Help for all other general questions about installation, licensing, or configuration

Working hours

Minty Minds support operates every weekday from 9:00AM - 5:00PM PST. Our support crew will answer you within 24 hours.

Troubleshooting

Before you decide to contact our support due to a malfunction found in our add-on, we encourage you to do the following in order to conduct a basic analysis:

  • Make sure you are using the latest version of the add-on. If not, please update JSAB

  • Enter the Safe Mode in Jira (for more information see Disabling and enabling apps) and enable JSAB only. Try to reproduce the defect. If the problem no longer exists, try to enable other apps one by one, testing JSAB each time. Finally, you should be able to find the app that is not compatible with JSAB and causes the malfunction

Test environment

It is highly recommended to test the Jira apps (or their updated versions) on a test environment prior to doing it in the production environment. Also testing the apps with Safe Mode should be performed on a test environment.

Reporting bugs

Finding a bug in a software application is always a disappointing experience. We do our best to keep our apps thoroughly tested, but if it happens that you encounter a bug, we encourage you to raise a defect ticket in our support portal. If you want to help our support crew solve your problem quickly, provide the following information:

  • Detailed reproduction steps so that our engineers can duplicate the defect in the test environment

  • Screenshots or video files presenting the problems as evidence

  • Log files from Jira. There are two ways to get the log files:

    • Copy from the Jira Home Directory: JIRA_HOME\log\atlassian-jira.log

    • Generate the support zip. For more information see Create a support zip

  • Information about your Jira and JSAB versions

Supported versions

Our support may refuse to process your request if either the version of your Jira reached its EOL date or JSAB version is not the latest available.