Get help

Owned by Rosen Marinkov
Last updated: May 22, 2024 by Julver Petrova (Deactivated)
2 min read

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Where to start

If you encounter any problems using or installing Configuration Manager Cloud Migration Tool, please let us know — we're here to help!

  • First, look for information in Cloud Migration Tool’s documentation.

  • If you need assistance, please raise a support request at our Support Portal.

Alternatively, if you feel you have encountered a bug in the Cloud Migration Tool app or wish to request a feature, please submit your suggestions at our Support Portal.

Raise a support request

You can raise a support request as described below:

To raise a support request via the Internet:

  1. Please visit Botron’s Support Portal and raise a support request.

  2. Provide the app name while filling in the issue: Configuration Manager Cloud Migration Tool.

  3. Please provide as much information as possible and add screenshots if there’s an error in Jira’s UI. Including any error messages appearing on the console or in the logs. Please also mention the operating system, database, and version of Jira you are using.

Sometimes it is necessary to adjust Jira's logging levels to get a more detailed error message or a stack trace. Please see the logging section of the documentation for information on how to do this.

Download a support zip

When facing a problem with migrations, we advise you to download a 'Support Zip' (which contains information and logs from your Jira system and Cloud Migration Tool) and attach it to the support request. This will assist our support engineers in troubleshooting the issue more precisely and quickly.

 

To download a support zip:

  1. Log in as a user with the Jira System Administrators global permission.

  2. Navigating to Move to Jira Cloud.

  3. There are two ways to download the support zip of a failed migration: from the migration progress page with the Download support zip link and from the Manage Migrations page with the Support zip button.

When creating a support ticket, attach the download support zip file for quicker issue investigation.

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