Support

Intake Standards for Jira Service Management is supported by Sientus Solutions, the company that makes it. We answer in English.

Hours and targets

• Hours: Monday to Friday, 14:00 to 22:00 GMT-4.
• First response: within two business days.
• A problem that blocks requesters or reviewers: within one business day.

A security report is handled first and acknowledged within one business day.

How to reach us

The support portal for Intake Standards opens before the app is listed on the Atlassian Marketplace, and its address will appear on this page. Until then, use the contact details on the Sientus Solutions partner page on the Atlassian Marketplace.

What to include

• Your site address and the project key.
• The work type and, if a request is involved, its key.
• When it happened and what you saw, in the requester's or the reviewer's words.
• For a check that judged wrongly: the version of the standard, from the Versions tab, and the run from the Run log tab. The log holds the text and each verdict, so you need not paste the request itself.

Never send credentials.

What you can do at once

• Requesters are blocked wrongly. On the Versions tab, disable the standard for that work type. The field becomes a plain required box at once, with no deploy, and you can enable the version again later. Alternatively save and enable a new version with the check loosened.
• The check cannot run. Requests still go through, flagged with the label intake-unverified. Filter the queue on the label and review them by hand. See When the check cannot run.
• A request looks complete but reads Incomplete. Open the run in the Run log tab to see the verdict and quote for each check, then tighten or loosen the check's wording in a new version.

Known issues

Platform limits customers may notice are listed on the Known issues page.