Access to ecosystem support

Marketplace General Discussion
1

Hey all,

We are a new vendor trying to submit an app. To communicate with Atlassian on app approval, we need access to ECOHELP, but any attempt to register gain access to Jira Service Management

ends up with

No access

It seems that your account **** doesn’t have access to the help center.
Try contacting your admins to grant you permissions.

Could anyone help us?

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We submitted apps to the Atlassian Marketplace and received emails with ECOHELP issue links to track the review process. However, we cannot access these issues.
Unable to access ecosystem.atlassian.net approval ticket (Access Request does not resolve)
2

Have been blocked on the same issue the past week myself :frowning:

3

same here :frowning:

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4

How did you resolve it?

5

This is still unresolved for me at least. Seems a few of us on here are waiting for some support from Atlassian to unblock us.

6

Hello Everyone :waving_hand:

Damian from the Ecosystem Support here. I’ve sent you DMs asking for more details - please check and reply when you get a chance.

Please avoid sharing any personal details in this thread!

Thanks!

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7

Can I get the same assistance as well? Seeing the same issue…

8

Hi Atlassian team,

I’m a Marketplace vendor and I’m blocked from the Ecosystem Help Center.

I can log into ecosystem.atlassian.net, but when I try to access: Jira Service Management

I get “No access / forbidden”.

Because I can’t view or reply to ECOHELP tickets, my Marketplace app submissions keep getting rejected for “Timeout”.

Could someone from Ecosystem Support please DM me so I can share my account email and ECOHELP ticket IDs privately and get portal access restored?

Thanks.

9

I’ve been having the same issue; also had posted in Blocked from ECOHELP portal (Help Center): /servicedesk/customer/user/forbidden, can’t view Marketplace rejection reason but that hasn’t gotten any direct Atlassian support either.

10

Hi, I’m also experiencing the same issue.

My situation:

I have no way to view the rejection details or submit a support request.

11

Hello everyone,

Thanks for your patience. I’ve escalated this internally.

12

Hi,

I’m facing the same problem. The first time I submitted my app, it was rejected due to timeout - I assumed this was caused by the holidays. I submitted it for the second time and it has been pending for about 2 weeks now.

I cannot access the ECOHELP ticket for the approval or create any support ticket on the ecosystem portal. When I try to access it, I get:

“No access. It seems that your account ****** doesn’t have access to the help center.”

Any assistance would be appreciated. Thank you!

13

@DanielleLarregui I also need help with this and I can’t access ECOHELP. Would you be able to DM me, so I can share my details?

14

Hi, I’m also experiencing the same access issue with ECOHELP.

My situation:

  • Cannot access ECOHELP tickets or the Service Desk portal
  • My app has been pending review for over 10 business days
  • Getting “Permission Denied” errors
  • “No access. It seems that your account ****** doesn’t have access to the help center.”

Looking forward to assistance from the Ecosystem Support team.

Thanks!

15

Hey @MarcoRosse @Systergon @aptify
Could you kindly send me a direct message with your email address so that I may verify your account permissions?

16

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Hey @DamianKleszcz I still don’t have direct message for some reason. Can you ping me via DM (if possible), So I can give all the details?

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17

Hey @DamianKleszcz, I’m having the same issue as Systergon- I’m unable to send direct messages as well.

Could you please ping me via DM so I can provide the full details?

Thanks for your help!

1 Like
18

Hi @DamianKleszcz, im having the same issue as the guys above and don’t have access to the ecosystem support. And just like the others, I don’t have the option to DM you directly. Would you be able to ping me via DM as well?

Thanks for your assistance!

1 Like
19

Hi @DamianKleszcz,

got the same problem as people above. No access to the service desk project and I can’t DM you as well. Could you help me?

Thank you!

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20

Dear @DamianKleszcz

I have the same issue accessing the jira ticket to track the approval process. Wondered if you could help

1 Like