Troubleshooting

Capture and Provide Logs

1. Choose the cog icon in the upper right >System. 

2. Select System support > Logging and profiling to open the Logging page, which lists all defined log4j categories (as package names) and their current logging levels.

3. Click on Configure to add logging for our classes
   
   

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4. Put fr.gfi for the Package name and DEBUG for the Logging level

5. Reproduce the issue

6. Provide us with a support zip as outlined at https://confluence.atlassian.com/support/create-a-support-zip-790796819.html

7. If you have not yet filed a support ticket, file it at https://atlasauthority.atlassian.net/servicedesk/customer/portal/1/group/1/create/1

If you restart Jira, this gets reset and you have to apply it again.

Export a Configuration

1. Go to your Mail Handler

2. Go to the Import/Export tab

3. Click the Export button

4. Copy and paste the export into a support ticket / file you save
   
   

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Analyzing Incoming Emails

If you’re having trouble understanding what an email isn’t getting parsed the way you expected, it may help to inspect it. For some emails you can do this with a normal text editor. For files from Exchange and Outlook you need a special app. We use MsgViewer which is written in Java and runs on every OS. Yes it’s an old tool, but it does a great job. We also have a copy on hand you can download from here:

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