Before reporting a problem
- Open History and select Refresh.
- Check the run kind, failure code, issue key, start time, Jira call count, and bounded logs.
- Check automation health for a failure that happened before normal run history began.
- For a script problem, reproduce it with sample simulation or a real issue dry run before attempting another live write.
- If execution is unexpected, use the emergency pause while you inspect enabled listeners and jobs.
Public support
Use GitHub Issues for documentation defects, reproducible product problems, and feature requests. Include the Mercury version, Jira deployment type, execution origin, failure code, and a reduced script when it is safe to share.
Keep customer data private. Remove site URLs, issue content, account IDs, script secrets, access tokens, and other confidential data before posting.
Private reports
Email plugin-support@johno.it for security reports and questions that require confidential customer, account, or Jira details.
What to expect
This page does not promise a response or resolution time. Support depends on the applicable Marketplace order or separate written agreement.
Atlassian service status
Mercury depends on Jira Cloud and Atlassian Forge. Check Atlassian Status and Atlassian Developer Status when Jira requests or Forge triggers are delayed.