In order to help partners/customer get a quicker turn around time on the cases raised with Ecosystem support, we analysed a set of cases to identify the improvements. While we found that there are multiple aspects involved that can affect the resolution time (ranging from product configuration to complexity of app components and Atlassian teams involved), we narrowed down a few practical steps that can help reduce resolution time—often by 2 to 4 days—especially for cases involving Atlassian APIs and Forge.
The more information you share up front, the faster we can help. Here’s what to include when you raise a case:
1. HAR file
When troubleshooting front-end issues, it’s essential to understand how the browser interacts with your app and Atlassian APIs. Please provide a HAR file that captures:
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The actual API requests your browser is making
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The sequence of calls
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Request/response headers and bodies (including Atlassian request IDs and timestamps)
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Caching details
Tip:
- Capture the HAR file for the entire duration of the issue.
- Please remove any sensitive data from the HAR file (including session tokens, access_tokens, cookies etc) before sharing it with Atlassian. You may use Har sanitizer or any other tool of your choice for this.
2. Backend logs
If your frontend app talks to a backend service (Forge backend, Forge Remote or Connect server), please share the complete request and response logs. If possible, align these logs with the frontend requests to give us the full picture.
3. Hello world app
Since we at Ecosystem support do not have access to your apps code, therefore we are limited to troubleshooting based on what you share with us on the case.
We understand that app codes can be complex, however narrowing down the issue to a specific component at the beginning can help drive the resolution faster. To achieve this, we request our app developers to please share a Hello World version of the app—a minimal, simplified version that reproduces the issue. Often, creating this helps developers spot and fix the problem themselves (for example, a misconfigured dependency or resource).
4. App code
If sharing a Hello World app isn’t possible, please send relevant code snippets, screenshots, or files that show the issue.
5. Manifest file (Forge Only)
For Forge apps, include your manifest file. This helps us understand your app’s flow and replicate the issue if needed.
6. Double-Check for Typos
It sounds simple, but typos in REST URLs or code can send us down the wrong path. Please review your code and make sure everything matches the latest documentation.
7. Error Messages
Share screenshots or video recordings of the exact error or unexpected behavior. Since sites may be on different update levels, this helps us troubleshoot more effectively.
8. Contextual Information
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Help us understand the bigger picture:
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Is this a new feature or something that recently broke?
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What’s the broader use case?
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Where did you get the information or guidance you followed? (Links are helpful!)
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Why This Matters
We often request these resources from partners, and collecting them early can save at least two days of troubleshooting time. That’s valuable time you get back for development and deployment.
Summary: The more context and detail you provide up front, the faster we can help you resolve your case