FAQs

A licensed Atlassian user in SHIP-HATS is any SHIP-HATS user who has been provisioned with an Atlassian (Jira & Confluence) licence under a SHIP-HATS subscription.

No, it is not mandatory to have an Atlassian (Jira & Confluence) licence from a SHIP-HATS subscription to submit a support ticket. For more details, refer to our Contact us documentation.

SHIP-HATS does not require two-step verification (2FA) for Atlassian accounts, and we recommend skipping this step during account setup.

However, if you’re using a personal or organisation-provided Atlassian account that has 2FA enabled, and you’ve lost access to your authenticator app or recovery codes, refer to Atlassian’s Login issues related to two-step verification documentation to regain access.

A user may appear as Unlicensed if:

• Their Atlassian account has been suspended. SHIP-HATS- provisioned Atlassian account will be suspended if the user has not logged into Atlassian services for 90 consecutive days. Such users can Reactivate suspended Atlassian account.
• They have been offboarded from the SHIP-HATS subscription, but the user record has not yet been cleaned up by automation.

If you are Subscription Admin (SA), you can go to Console to verify if the user has been assigned an Atlassian licence. Alternatively, users can go to Console and verify if Atlassian licence is assigned to them.

If an Atlassian license has been assigned but the user still appears as Unlicensed, it could be because their Atlassian account was suspended due to inactivity for 90 consecutive days. If their Atlassian licence is from SHIP-HATS, users can try reactivating their SHIP-HATS’ Atlassian account.

Yes. You can add such users to a ticket, allowing them to view the ticket.

The user will receive an email notification with a link to log in or create an Atlassian account to access the ticket.

Yes, you can view, add comments, and update that ticket. However, you can’t access other tickets to which you are not added.

When you are provisioned an Atlassian (Jira & Confluence) licence via Console, you can create an Atlassian account using the email address linked with your TechPass. This is considered as a SHIP-HATS Atlassian account.

If you create an Atlassian account using any other email address that is not linked to your TechPass, it is not considered as a SHIP-HATS Atlassian account.

If you don’t have a SHIP-HATS Atlassian account, you can still submit SHIP-HATS support requests using one of the following:

• Your personal Atlassian account
• An Atlassian account provisioned by your organisation (if applicable)

No. If you don’t have an Atlassian (Jira & Confluence) licence under a SHIP-HATS subscription, you can only access the following:

• Tickets you created.
• Tickets you were added to as a participant.

This issue can occur during Atlassian account sign-up or password recovery (“Can’t log in”).

If you are using a non-COMET device

Try the following:

1. Use incognito / private mode
2. Try a different browser
3. Disable browser extensions
4. Switch networks or disable VPN

These steps may help if the issue is browser-related.

If you are using a COMET device

reCAPTCHA verification may fail due to Menlo Security Safe Access restrictions.

In this case, try the following workaround:

Workaround:

• Complete the account setup or password reset on a non-COMET device
• If a non-COMET device is unavailable, contact SHIP-HATS Support for assisted onboarding.

For general information on reCAPTCHA in Atlassian Cloud, refer to: https://confluence.atlassian.com/jirakb/how-recaptcha-works-in-jira-cloud-1345825019.html

If you see this error, you will not be able to authenticate using TechPass.

Possible reasons

Conflicting SSO configuration prevents successful authentication of your login.

Resolution

If you see this error message, either watch this video guide or complete the following steps:

1. Click Sign out to protect your account.

2. Click Use another account.

   .

3. Enter your TechPass ID and click Next. For example, jane_doe@techpass.gov.sg.

   

Your TechPass ID is the User Principal Name listed in your TechPass Profile. To find this, log in to the TechPass portal and go to your Profile.

4. Enter your TechPass password and click Sign in.

   

   When you have successfully authenticated, you will be able to access Jira Cloud and Confluence Cloud.

1. Verify if your Atlassian (Jira & Confluence) licence is paid by a SHIP-HATS subscription account.
2. Choose one of the following options as required:

   • If your Atlassian (Jira & Confluence) licence is managed by SHIP-HATS, submit the SHIP-HATS Atlassian User Account Reactivation Formto reactivate your account.

   • If your licence is NOT managed by SHIP-HATS, contact Atlassian support since SHIP-HATS cannot reactivate non-SHIP-HATS Atlassian accounts.

- The following resolution is applicable only if your Atlassian (Jira & Confluence) licence is managed by SHIP-HATS.
- For other Atlassian accounts, you should contact Atlassian support.

If you encounter one of the following error messages while logging in to Confluence, Jira, or JSM customer portal, it means your account has been suspended.

Submit the SHIP-HATS Atlassian User Account Reactivation Form and it will be reactivated immediately.

Possible reasons

You could have entered an incorrect email address or password.

Resolution

1. Click Can’t log in.

   

2. Enter the email address linked to your TechPass account and click Send recovery link. You’ll receive an email with instructions to reset your password.

   

If you are using your personal or other Atlassian account (not SHIP-HATS Atlassian account), ensure you are using the correct email address associated with that account.

3. Follow Atlassian’s instructions and reset password.
4. Log in with the updated password.
5. If you have not received the recovery email, contact Atlassian support.

Possible reasons

• You may be using incorrect email address or password.
• If your Atlassian (Jira & Confluence) licence is managed by a SHIP-HATS subscription, you may have issues with your TechPass account.
• Your SHIP-HATS Atlassian account could be suspended. To reactivate this account, submit the SHIP-HATS Atlassian User Account Reactivation Form.

Troubleshooting steps

1. Ensure you are using the correct email address associated with your Atlassian account.
2. Ensure you are using the correct password.
3. If you are unsure about the password:
   a. Visit the Atlassian password reset page.
   b. Follow the instructions to reset your password.
   c. Log in with the updated password.
4. If you have issues in authenticating your login via TechPass, refer to TechPass issues section.

The extra steps are due to our implementation of external user security, which accommodates users from different agencies and email domains. For more details, refer to Atlassian’s External User Security.

If you can log in to your Atlassian account but cannot see any Jira projects or Confluence spaces, confirm if you have been assigned an active Atlassian (Jira & Confluence) licence.

Refer to our Contact us documentation.

The ability to save your username and password depends on your device’s settings and browser configurations. If you are unable to use a password manager on Google Chrome, please consult your IT support team for further assistance.

Jira is already accessible from the Internet. However, we have security measures in place to ensure your device/identity is secured via SEED and TechPass.

Refer to Enable deployments.

It depends on the type of customisation you’re looking for. You can select which issues to include in a plan and group them based on your preferences. While Jira Plans allows some customisation of views, it’s not as flexible as tools like Structure. For more details, check out the Atlassian Roadmap.

Dashboards in Jira utilises gadgets which includes native Jira gadgets or from plugins. Explore the different gadgets to identify the ones which fits your use case best.

If you require new issue types, contact SHIP-HATS Service Desk. Each request will be reviewed and approved on a case-by-case basis.

Contact SHIP-HATS Service Desk with your use case.

It depends on your project management style. If you’re managing an agile project, “Plans” could be a better option. You can learn more about using Gantt charts in agile project management here.

All plugins, including Smart Forms for Jira, are subject to our Plugin Review Process.

To request for a plugin review, you must submit a service request.

Currently, there are no plans to install the BigPicture plugin. Any requests for new plugins must go through our Plugin Review Process.

Currently, there are no plans to discontinue the BigGantt plugin. However, we regularly review all plugins and encourage users to leverage native functionalities available in the Atlassian Cloud whenever possible. Plugins with overlapping features may be consolidated in the future as part of this review process.

The Status Time Free report was not part of the migration. You can check the full list of supported plugins. For plugin or app requests in our Atlassian Cloud org, refer to the Plugin Review Process.

We’re aware of an issue where the planned start and end dates are not appearing for migrated BigGantt projects. Our team is actively working on a fix. If you haven’t already, please create an SSD ticket here, and we’ll investigate your projects further.

You can integrate Jira and Confluence with GitLab pipelines by following the instructions in Atlassian’s Documentation. Note that the initial integration setup may require assistance from your site administrators.

You can set up an automation rule to automatically add participants to the watcher list for new issues. Alternatively, you can assign a project role and create a custom notification scheme to ensure relevant users are notified of updates.

Refer to the following Atlassian documentation:

• Confluence
• Jira

Creating issue directly from Slack is already supported. For more details, refer to Atlassian Documentation.

You can find SHIP-HATS Jira Cloud ID at https://sgtechstack.atlassian.net/_edge/tenant_info

You need this for API operations such as integrating GitLab with Jira. For more details, refer to Atlassian documentation.

Visit https://sgtechstack.atlassian.net/rest/api/3/serverInfo to find the current version of SHIP-HATS Jira/Confluence Cloud.