Contact
- Hours
- Monday to Friday, 09:00 to 17:00 Central European Time
Response times
- Issues that Atlassian classifies as critical: we aim to reply within 24 hours.
- Other requests: we aim to reply within 5 business days.
These times apply during Monday to Friday, 09:00 to 17:00 Central European Time.
What to include
A good request lets us answer without asking questions first.
- The address of your Jira site, and the issue key or the JQL query involved.
- The name of the template, and whether the problem is in single generation, a bulk job, the spreadsheet export or an automation rule.
- The exact message shown, for example the tags the preview marks as not found.
- What you expected to happen, and what happened instead. A screenshot helps.
- When it happened, with your time zone.
Please do not send passwords or confidential content. If we need an example, we will ask for it.
Common questions
The template has problems with its tags.
A red banner names the tag. The most common cause is a block that was opened and never closed: {#issue.subtasks} needs a matching {/}. Fix the template in Word and replace the file. Nothing is saved from a template with broken tags.
A document shows Not attached.
The person generating it may not attach files to that issue in Jira. The document was still made, and Download still works. Ask a project administrator to check the attach permission.
Jira does not accept my query in a bulk job.
Use Check query before you start. The message is Jira's own and says what is wrong with the JQL.
A job stopped and mentions acting on behalf of the user.
Atlassian did not accept the request that the app made as the person who started the job, for example because the permissions of the app changed and need to be approved again, or because the account was deactivated. Ask that person to open the app once more, then open the job and choose Resume. A resumed job does not attach a file twice. If the account is gone, start the job again.
The PDF looks different from the Word file.
The PDF is a clean rendition made without any external service. Text boxes, shapes, footnotes and columns are left out of it, and the font is Roboto. The Word file keeps everything.
An automation rule says it cannot find the template.
The rule log lists up to ten of the template names that exist. Use the name exactly, or one of the two built-in samples for a single issue (Issue report, Customer handover and SLA summary).
Will you build or fix my templates?
We explain how the tags and filters work, and the Guide in the app has tested examples. The content and layout of your own templates are yours.
Security issues
If you believe you have found a vulnerability, do not post it publicly. Write to support@karelialabs.atlassian.net instead. The security page says what to include.