Support
Need help with StatusPath Reports? Use the BlueGrove Labs Support portal as the primary support path, or email us if portal access is unavailable.
Support channels
The BlueGrove Labs Support portal is the primary channel for StatusPath Reports support requests. If you cannot access the portal, use email as a fallback.
Support response and service hours
Response time: within 1 business day.
Service hours: Monday-Friday, 09:00–22:00 (Asia/Shanghai).
Portal access
The support portal may ask you to sign in with an Atlassian account or customer account before you can create a request. If you cannot access the portal or cannot create a request, use the email fallback.
What we can help with
We help with installation, configuration, report usage, troubleshooting, and suspected app issues.
What to include
Please include the following details so we can understand the issue quickly.
- Jira site URL
- App name
- App version if available
- Report type
- Data source type
- Steps to reproduce
- Screenshot or error message
- Expected result
- Actual result
Useful product context
Before contacting support, collect the details that describe where and how the issue appears.
- Where the issue happens: Report Center, Issue Activity, Dashboard Gadget, or Settings
- Approximate number of work items
- Work item range and Trim History range
- Duration format and work schedule
- Whether the issue affects one user or multiple users
Data handling for screenshots
Do not include secrets, tokens, private Jira URLs, or customer-sensitive data in screenshots unless your organization has approved sharing that information with support.
Response path
Use the support portal first when it is available to you. Email remains available as a fallback if your organization cannot access the portal or needs to share context by email.
If a suspected app issue requires investigation, we may ask for additional screenshots, report settings, or anonymized examples.