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An essential clue in trouble shooting is the Support Zip and Communardo Support will ask in most cases for it. The Support Zip is provided via Atlassians Support Tools Plugin which is now part of the main applications from Atlassian:

  • JIRA
  • Confluence
  • Bamboo
  • Fisheye/Crucible

 Support Tools can be found in your application's administration console. You'll need to be logged in as an Administrator to use the Support Tools Plugin. 

  • JIRA: System >  Support Tools (under Troubleshooting and support)
  • Confluence: General Configuration > Support Tools (under Administration)
  • Bamboo: Overview Support Tools (under System)
  • FishEye/Crucible: Administration Support Tools (under System Settings)

Keep all check boxes selected and choose Create. The Support Zip will be created and its location will be displayed on the screen. Log in to the application server to retrieve the file or download it via the user interface (available with Support Tools Plugin version 3.9.4 or higher).

screenshot of the list of checkboxes where you can decide which information should be part of a support zip

With version 3.9.4 you can download the Support Zip via the user interface!