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Contents:

Table of Contents
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Introduction

This section allows you to perform basic troubleshooting actions or (whenever required) extract information that you can later send to the Support team. 

This section does NOT apply to Jira Cloud users due to the nature of Jira Cloud hosting.

For more information about the differences between the App's cloud and server versions, refer to the Cloud vs. On-premise—Key Differences between Platforms page.

Info

If you have encountered any issues with the App and the problem persists after updating to the latest version, contact our Support team. Provide as many details as possible about the issue, including:

  • Screenshots or videos showing the problem (highlight the areas where the problem occurs).

  • Information about the Jira version you’re using.

  • Information about the App version you’re using (if it’s not the latest release).

  • Fine-grained logs (see the Reporting procedure steps below).

Reporting procedure steps 

Reporting procedure steps (1).mp4
Tip

If you are encountering issues with BigTemplate and wish to help us diagnose them faster, please follow the steps below before submitting a report to our Support. 

If you're not a technical user, nor do you have Jira administrator's permissions, reach out to someone who has the permissions and ask them to:

  1. Go to "Jira Administration > Manage apps" in Jira Administration. Proceed to the BigTemplate configuration page and click on the "Technical info" tab > BigTemplate configuration > Technical info.

  2. Set the "Detailed logging" field to "Fine-grained".

  3. Reproduce the issue. If you manage to reproduce the issue that you have encountered previously, return to the troubleshooting section again.

  4. Return to the page and click on the “Download” Download button. 
    The downloaded file will be useful is helpful for the Support Team team once you decide to contact our Support Team team for further assistance. 

  5. Set the "Detailed logging" field to "Warnings only".

You can also refer to See the video presented belowfor reference.

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Info

This section does NOT apply to Jira Cloud users due to the nature of Jira Cloud hosting.

More information on the differences between cloud and server versions of the App can be found in Cloud vs. On-premise section.

This section allows you to perform basic troubleshooting actions or (whenever required) extract information that you can later send to the Support Team. 

Info

If you have encountered any issues with the App and the problem persists after updating to the latest version, please contact our Support Team via our ServiceDesk, providing as many details describing the error as possible.

Remember that the more details we have on the issue, the higher the chance that we will be able to help you resolve it in the first reply. We are always more than happy to receive screenshots showing the problem, preferably with highlighted areas where the problem occurs.

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video.mp4