Last updated Jun 10, 2026

Reduce case resolution time

The more information you share up front, the faster we can help. Here's what to include when you raise a case with Ecosystem support.

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:

The actual API requests your browser is making
The sequence of calls
Request/response headers and bodies (including Atlassian request IDs and timestamps)
Caching details

Tips for HAR files:

Capture the HAR file for the entire duration of the issue.
Remove any sensitive data from the HAR file (including session tokens, access tokens, and cookies) before sharing it with Atlassian. You can use a HAR sanitizer or any other tool of your choice.

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.

3. Hello world app

Since Ecosystem support doesn't have access to your app's code, troubleshooting is limited to what you share on the case.

App code can be complex, but narrowing down the issue to a specific component early on helps drive resolution faster. Where possible, narrow the issue down to a simple hello world app — a minimal working sample that can replicate the problem.

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

Typos in REST URLs or code can send troubleshooting down the wrong path. 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

Help us understand the bigger picture:

Is this a new feature or something that recently broke?
What's the broader use case?
Where did you get the information or guidance you followed? (Links are helpful!)

Why this matters

Atlassian often needs to request these resources from partners after the initial case is raised. Providing them up front can save at least two days of troubleshooting time — time you get back for development and deployment.

The more context and detail you provide up front, the faster we can help you resolve your case.