Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
Help Center
  1. Help Center
  2. Hanzo Support

Hanzo Support

Welcome! You can raise a Hanzo Support request from the options provided.

Report a General System Problem

Required fields are marked with an asterisk*
, multiple selections available,
Drag and drop files, paste screenshots, or browse
Powered by Jira Service Management
{"xsrfToken":"e7f7a09009b28c1801469f21a6c9a85b27789e66_lout","branding":{"id":"12","key":"cs","name":"Hanzo Support","portalBaseUrl":"/servicedesk/customer/portal/12"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/7668cb37-e73a-45e4-93c8-1775d5f85279/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiYWRlNjEyYi1lNGE1LTQyNGQtOTdhYS1jZTJiYjg1OTU4ZjIiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjc2NjhjYjM3LWU3M2EtNDVlNC05M2M4LTE3NzVkNWY4NTI3OSI6WyJyZWFkIl19LCJleHAiOjE3NzA2OTQ1ODQsIm5iZiI6MTc3MDY5Mzk4NH0.Utl0twHbpqFe_UlN2Z8DdkJQpmU_6_d1hLpMcW21QS8&client=bade612b-e4a5-424d-97aa-ce2bb85958f2&mode=fit","logoId":"7668cb37-e73a-45e4-93c8-1775d5f85279","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Hanzo Help Center","sharedPortalName":"Help Center","userInitialAnnouncementHeader":"Hanzo Knowledgebase ","userInitialAnnouncementMessageWiki":"<p>Visit our Hanzo <a href=\"https://hanzohq.atlassian.net/wiki/spaces/HNZS/overview?homepageId=1337196663\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\" style=\"text-decoration: underline;\">Knowledgebase</a></p>","translations":{"en-US":{"helpCenterTitle":"Welcome to the Hanzo Help Center","sharedPortalName":"Help Center","announcementHeader":"Hanzo Knowledgebase ","announcementMessage":"Visit our Hanzo [Knowledgebase|https://hanzohq.atlassian.net/wiki/spaces/HNZS/overview?homepageId=1337196663] ","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/21807164-a914-42ce-8c33-19b14aa809ab/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiYWRlNjEyYi1lNGE1LTQyNGQtOTdhYS1jZTJiYjg1OTU4ZjIiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjIxODA3MTY0LWE5MTQtNDJjZS04YzMzLTE5YjE0YWE4MDlhYiI6WyJyZWFkIl19LCJleHAiOjE3NzA2OTQ1ODQsIm5iZiI6MTc3MDY5Mzk4NH0.GB2MezFJStdb4NhQZRIZDePMjjxICFMZSPRW8EkDfYc&client=bade612b-e4a5-424d-97aa-ce2bb85958f2&height=300&mode=fit","bannerMediaApiFileId":"21807164-a914-42ce-8c33-19b14aa809ab","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"12","key":"cs","projectId":23994,"serviceDeskId":12,"name":"Hanzo Support","description":"<p>Welcome! You can raise a Hanzo Support request from the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/12","reqTypes":[{"id":"124","name":"Dynamic capture Change request","descriptionHtml":"","callToAction":"Dynamic capture Change request","introHtml":"<p>Request to capture a site with Hanzo crawler</p>","icon":13939,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13939","groups":[35],"key":""},{"id":"111","name":"General Request","descriptionHtml":"","callToAction":"General Request","introHtml":"<p>Get assistance for general problems and questions.</p>","icon":13952,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13952","groups":[35],"key":""},{"id":"130","name":"Report a General System Problem","descriptionHtml":"","callToAction":"Report a General System Problem","introHtml":"","icon":13961,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13961","groups":[35],"key":""},{"id":"120","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":13938,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13938","groups":[],"key":""},{"id":"127","name":"Feature Request","descriptionHtml":"","callToAction":"Feature Request","introHtml":"","icon":13745,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13745","groups":[],"key":""},{"id":"112","name":"Fix an account problem","descriptionHtml":"","callToAction":"Fix an account problem","introHtml":"<p>Having trouble accessing certain websites or systems? We'll help you out.</p>","icon":13929,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13929","groups":[],"key":""},{"id":"125","name":"Investigate a problem","descriptionHtml":"","callToAction":"Investigate a problem","introHtml":"<p>Create a problem to track the cause of one or more incidents.</p>","icon":13931,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13931","groups":[],"key":""},{"id":"117","name":"Onboard new employees","descriptionHtml":"","callToAction":"Onboard new employees","introHtml":"<p>Request access for new employees.</p>","icon":13927,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13927","groups":[],"key":""},{"id":"126","name":"Report a Bug","descriptionHtml":"","callToAction":"Report a Bug","introHtml":"","icon":13956,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13956","groups":[],"key":""},{"id":"116","name":"Request a new account","descriptionHtml":"","callToAction":"Request a new account","introHtml":"<p>Request a new account for a system.</p>","icon":13928,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13928","groups":[],"key":""},{"id":"115","name":"Request admin access","descriptionHtml":"","callToAction":"Request admin access","introHtml":"<p>For example, if you need to administer Jira.</p>","icon":13924,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13924","groups":[],"key":""},{"id":"118","name":"Request new software","descriptionHtml":"","callToAction":"Request new software","introHtml":"<p>If you need a software license, raise a request here.</p>","icon":13958,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13958","groups":[],"key":""},{"id":"129","name":"Training Request","descriptionHtml":"","callToAction":"Training Request","introHtml":"","icon":13927,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13927","groups":[],"key":""}],"reqGroups":[{"id":35,"name":"Common Requests"}],"orderMapping":{"35":[130,111,124],"39":[124],"38":[124,118],"36":[111,118],"37":[112,115,116,117]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"70b742d4-e378-34ac-9cf5-65d31a126633","appLinkName":"System Confluence","appLinkUrl":"https://hanzohq.atlassian.net/wiki","spaceKey":"HNZS","spaceName":"Hanzo Support","spaceUrl":"https://hanzohq.atlassian.net/wiki/spaces/HNZS","isServer":false},"labels":[],"projectKey":"CS","serviceDeskId":12,"kbLinkDomainURLs":["https://hanzohq.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":12,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiYWRlNjEyYi1lNGE1LTQyNGQtOTdhYS1jZTJiYjg1OTU4ZjIiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTIzOTk0IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NzA2OTUxODQsIm5iZiI6MTc3MDY5Mzk4NCwiYW5vbklkIjoiYW5vbi11c2VyIiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlfQ.pFpSAgF4WNuji9lCmUQLe4A1POnY1GO8xbTobdVya9c","targetCollection":"upload-project-23994","endpointUrl":"https://api.media.atlassian.com","clientId":"bade612b-e4a5-424d-97aa-ce2bb85958f2","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":130,"projectId":23994,"issueType":{"id":"10465","name":"[System] Problem"},"form":{"name":"Report a General System Problem","descriptionHtml":"","callToAction":"Report a General System Problem","intro":"","instructions":"","icon":13961,"iconUrl":"https://hanzohq.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13961","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_15533","fieldConfigId":"18166","label":"Customer Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_15570","fieldConfigId":"18221","label":"Requestor Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"multiselect","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:multiselect","fieldId":"customfield_15572","fieldConfigId":"18226","label":"Affected Services","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"12441","label":"Chronicle","selected":false,"children":[]},{"value":"12442","label":"Illuminate - GSuite","selected":false,"children":[]},{"value":"12443","label":"Illuminate - Slack","selected":false,"children":[]},{"value":"12656","label":"Spam Emails","selected":false,"children":[]},{"value":"12684","label":"MS Teams","selected":false,"children":[]},{"value":"12692","label":"Illuminate - Others","selected":false,"children":[]},{"value":"13293","label":"V2 - Illuminate - Slack","selected":false,"children":[]}]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summarize the problem","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Describe what happened and how it occurred","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_15496","fieldConfigId":"18123","label":"How urgently does this need to be fixed?","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"12287","label":"Critical","selected":false,"children":[]},{"value":"12288","label":"High","selected":false,"children":[]},{"value":"12289","label":"Medium","selected":false,"children":[]},{"value":"12290","label":"Low","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_15490","fieldConfigId":"18117","label":"Impact","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"12271","label":"Extensive / Widespread","selected":false,"children":[]},{"value":"12272","label":"Significant / Large","selected":false,"children":[]},{"value":"12273","label":"Moderate / Limited","selected":false,"children":[]},{"value":"12274","label":"Minor / Localized","selected":false,"children":[]}],"noneOptionRequired":true}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/12/create/130","requestValidateBaseUrl":"/servicedesk/customer/portal/12/validate/130","calendarParams":{"firstDay":0,"date":"2026-02-09T21:26:24-0600","useISO8601WeekNumbers":true,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"70b742d4-e378-34ac-9cf5-65d31a126633","appLinkName":"System Confluence","appLinkUrl":"https://hanzohq.atlassian.net/wiki","spaceKey":"HNZS","spaceName":"Hanzo Support","spaceUrl":"https://hanzohq.atlassian.net/wiki/spaces/HNZS","isServer":false},"labels":[],"projectKey":"CS","serviceDeskId":12,"kbLinkDomainURLs":["https://hanzohq.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiYWRlNjEyYi1lNGE1LTQyNGQtOTdhYS1jZTJiYjg1OTU4ZjIiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTIzOTk0IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NzA2OTUxODQsIm5iZiI6MTc3MDY5Mzk4NCwiYW5vbklkIjoiYW5vbi11c2VyIiwiaHR0cHM6Ly9pZC5hdGxhc3NpYW4uY29tL2FwcEFjY3JlZGl0ZWQiOmZhbHNlfQ.pFpSAgF4WNuji9lCmUQLe4A1POnY1GO8xbTobdVya9c","targetCollection":"upload-project-23994","endpointUrl":"https://api.media.atlassian.com","clientId":"bade612b-e4a5-424d-97aa-ce2bb85958f2","tokenDurationInMins":20},"hasProformaForm":false,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":false},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}
{"headless":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=hanzohq","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"e7f7a09009b28c1801469f21a6c9a85b27789e66_lout","baseUrl":"https://hanzohq.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://hanzohq.atlassian.net","onDemand":true,"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"bade612b-e4a5-424d-97aa-ce2bb85958f2","fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"adf6e178b24e4b37beba9ec288024f47","siteDefaultLanguageTag":"en-US","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":true,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","customerAccountAvailabilty":"JSM_AND_JCS","baseUrlCSM":"https://hanzohq.atlassian.net","edition":"standard","anonymousEnabled":true,"requestIntroEnabled":true}