Atlassian for VS Code "Looks like you've gone offline"

[Chris]

I've just started getting this message every time I try to do anything with Atlassian for VS Code.

It is getting the list of Jira issues although it is VERY slow getting them. After that I can't really do anything. I can't create a new issue, or a new branch from an issue. I just keep getting "Looks like you've gone offline".

[Ana Retamal]

Hi Chris,

Thanks for reaching out! Can you confirm you've set it up according to Install Atlassian for VScode?

In regards to this specific piece of software, I'd like to direct you to their direct line of support: 

1. you can either submit your question directly through their issue tracker
2. you can send the developers your feedback from VS Code, using the 'Atlassian: Open Settings' and 'Atlassian: Open Welcome' pages available in the command palette.

Hope that helps you,

Ana

[Chris]

Hi Ana,

i thought Atlassian was the developer of this product.

Regardless, I have been using this for several months now and it has just stopped working.

[Ana Retamal]

Hi Chris,

Yes! This extension was created by Atlassian. The developers chose to have the issues directly sent to them, that's why I referred you to the other 2 options, although now that I look back at my message it might seem like I was redirecting you somewhere else. 

Alternatively, if you prefer to keep your questions in the Community, you can also ask your question as a follow up to their article.

Please make sure to tell the developers about the issue you're experiencing so they can investigate and see what went wrong. If there's anything else we can do for you, let us know!

Cheers,

Ana

[Chris]

HI Ana,

This really is hopeless.

This is an Atlassian product. How can an Atlassian developer choose to have issues directly sent to them outside the normal Atlassian support environment?

This reflects very badly on Atlassian.

I did raise an issue (#158) on their issues page but I have not heard anything at all in response despite it being a blocker. In addition I sent a message via feedback and haven't had a response.

I have been completely unable to use this extension for several weeks now. I am at a complete loss as to how to go forward from here.

Surely you must mark this extension as independent of Atlassian. The developer appears to have gone feral or at least acting completely independently of Atlassian.

Best regards,

Chris

[Ana Retamal]

Hi Chris,

Thanks for your message. I'm trying to point you in the best direction in hopes that you will get help to continue using that product.

Atlassian for VS code is an extension, so it doesn't receive the same level of support as the rest of our products (Jira, Confluence, Bitbucket, etc...) do. While some apps and extensions listed in our Marketplace receive support from our team, this is not the case for all of them, you can find a detailed explanation at Atlassian supported apps. Also, note that Atlassian for VS code is not listed in our Marketplace, but in the Visual Studio marketplace, but this article should give you some insights about how support for these extensions might work. I would also recommend reading their terms of service to see if they provide any different offerings. 

In addition to the links I posted on my previous message, I've also seen there's a Q&A section in their marketplace and some of the questions were answered a few hours ago. It might be a good idea to also post your question there. 

I hope that explains, Chris. If there's anything else we could do for you please let us know.

Regards,

Ana 

[Chris]

Hi Ana,

12:06am Melbourne Time. I hope you are not writing from anywhere in Eastern Australia😀

Thanks for the explanation. 

However it is confusing. The title I see everywhere is Atlassian for VSCode (Official).

The “(Official)” certainly gives the impression that it is an official Atlassian product.

I’m not arguing the point here. Just explaining how confusing this is.

.I think Atlassian really needs to make it clearer when a product is not officially supported. Perhaps you need a separate name for these products. I notice you have Atlassian Labs but this sounds still like official Atlassian. Perhaps something like AtLabs. Of course that is up to you.

Just going back to the product page, I see:

Hi Atlassian Community!

My name is Jonathan and I work on the product integration team at Atlassian. I am pleased to announce the early access program for the Atlassian extension for VS Code.

How would anyone even suspect from that intro that this product was not an official Atlassian supported product.

And, it appears, Jonathon operates completely independently of any Atlassian support policies. It should at least be made clear on this page that this is not officially supported and although Jonathon works for Atlassian, as regards this product he alone is responsible for it.

I really appreciate the time you have take in responding to me. I guess I would just appreciate it if you could pass my comments up the line.

Thanks again

Chris

[Ana Retamal]

Hi Chris!

I'm based in Amsterdam, so my message was sent at around 16:06 here 🙂

I can definitely see where your confusion is coming from. Even I had to spend some time talking to different teams and finding different people to understand what exactly was happening with this extension and what was the right channel for support. 

I will pass your message and see what we can do to make it clearer for users to know how to get help and set clear expectations. Sorry that I can not do anything else in this case, hopefully this interaction will have some positive outcome anyway!

Have a nice weekend,

Ana

[Alastair Wilkes]

Hello @Chris,

My name is Alastair, and I’m a product manager on the integrations team. I want to thank @Ana Retamal for her help working through this issue with you.

I also want to apologize for our delay in responding to the critical issue you raised. By raising an issue in our issue tracker, you followed the process we asked you to follow. We let you down by not responding to it promptly.

The VS Code extension is an official Atlassian integration. However, it hasn’t reached the stage of its lifecycle where it gets plugged into the typical Atlassian support channels. This means we need to be even more “on top of it” because we’re asking you to follow a different process to get support. Again, we failed here, and for that I apologize.

This experience does not meet the high expectations that you have for Atlassian, and we need to improve. We’ve updated our process to help ensure users receive timely responses to issues. We will also clarify what level of support to expect now and as the product matures in our docs and blogs.

We’re excited that you find Atlascode so useful. We want get to the bottom of your connectivity issue soon so you can get back to using it ASAP.

Thank you,

Alastair