I would like to make this post in reference to a recent discussion on Atlassian App Week Slack with @JohnAgan regarding the various support and information channels and also as a cry for help because Marketplace partner support seems to be broken once more.
We have a customer that has reached out to us in early January because our app did not seem to be working correctly. As a result, I have posted in the dev community to ask for some clarification which led to ACJIRA-2296. For a brief moment, it looked like someone was actually attending the Jira issue before it seemingly got abandoned. Neither the post in the dev community nor ACJIRA-2296 brought any insights until a few days ago the customer replied the following to us:
Atlassian confirmed that this problem is caused by an application that registered the “jiraEntityProperty” module without “keyExtractions” element on our instance which affects multiple applications including Intercom for jira app. They implemented a permanent fix last week to resolve this and webhooks weren’t delivered from the period of December to January.
Again, I have tried to get more insights into this by posting on my previous dev community post. In addition to that, I have cross-posted a link on the Atlassian App Week Slack channel to try to get some information. Clearly, the customer received more information than we did, and no one at Atlassian seems to be bothered to bring us into the loop. This seems particularly surprising because according to the customer’s reply, the root cause of this issue may have affected many more apps than just ours.
Sadly, today we have noticed that Atlassian also conveniently refunded the customer our app subscription fee for the month of December at our cost. If I recall the refund policy correctly, at least at this stage someone from support should have reached out to us to get authorization for this refund (the customer has been using our app since January 2020).
What went wrong here?
- Clearly someone at Atlassian did investigate this issue and informed the customer. All our attempts to reach out to Atlassian to get involved failed and are still failing.
- Atlassian is refunding the customer without prior authorization from us. This is not the first time this happens to us and it is rather frustrating in situations like these where we could have intervened. Instead, it is on us to reach out.
Ultimately, I hope that this post helps us to get this issue sorted and Atlassian’s attention to sort out the issues with Marketplace partner support. As a Marketplace partner, I simply do not know where and how to get help from Atlassian and in what timeframe I can expect a response.