Troubleshooting and Support Tools missing
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Problem
The Troubleshooting and Support Tools option is missing on the left menu from the System page:
Diagnosis
The "Troubleshooting and Support Tools" is an embedded system plugin installed and enabled by default.
Check the plugin state following the steps below:
In the top navigation bar click on
> Manage Apps;
On the left menu click on Manage Apps;
In the Manage Apps screen on the Filter visible apps field insert Troubleshooting;
On the dropdown menu that shows "User-installed", change it to "All apps";
Locate the Atlassian Troubleshooting and Support Tools plugin under the System apps section and expand it;
Possible Causes
There are a few possible known causes that can make the "Troubleshooting and Support tools" unavailable in the interface:
The entire plugin or one of its modules may be disabled;
The plugin may be missing in Jira;
The user does not have the system administratorglobal permission.
Resolution
For Cause 1 - Plugin is Disabled
In the top navigation bar click on
> Manage Apps;
On the left menu click on Manage Apps;
In the Manage Apps screen on the Filter visible apps field insert Troubleshooting;
On the dropdown menu that shows "User-installed", change it to "All apps";
Locate the Atlassian Troubleshooting and Support Tools plugin under the System apps section and expand it;
Ensure that the plugin is enabled together with all its modules;
For Cause 2 - Plugin is missing
Download the Troubleshooting and Support - Jira plugin from the Atlassian Marketplace (This is exactly the same embedded plugin provided with Jira)
In the top navigation bar click on
> Manage Apps;
On the left menu click on Manage Apps;
In the Manage Apps screen click on the Upload app button;
In the Upload app pop up screen click on Choose File and select the downloaded plugin file;
Click on the Upload button.
For Cause 3 - Missing permission
Make sure the user with which you are logged in has the system administratorglobal permission.
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