In case you are experiencing problems which prevent our plugin from starting please follow these guidelines to extract Jira Support zip that we can analyse while troubleshooting.
- Go to: Jira Administration >> System >> Logging and profiling
- Mark the logs with something like "Logs for BigPicture support". This helps the team find the relevant logs easily so please do not skip this step. Thank you
- Find the "configure logging level for another package" link, click it and set the "DEBUG" level for "com.softwareplant" package see the screenshot:
- Try to reproduce the problem(depending on your specific case it can be reinstalling the plugin etc..) Our helpful Support staff will provide more detailed guidelines in that respect.
- Download the log from: Jira Administration >> System >> Troubleshooting and support tools >> create support zip
- Please consider limiting the log file according the the following guidelines:
- Finally, attach the extracted file along with the phrase you used for marking the logs and the date you created the support zip so that the team can analyse it.