Issue Summary

This is reproducible on Data Center: (yes) 

Tested with Troubleshooting and Support Tools (ATST) Add-on releases 2.9.1, 3.1.0, 1.63.1, 2.8.0.

When the customer raises a support request using Jira's UI Get Help, there is the option to attach a support.zip, even with the feature flagged, the support case is created over Atlassian support, the file support-request-details.properties is created with the information "attachSupportZip=Customer successfully added the attachment" but any support zip is attached to the support case.

Steps to Reproduce

1. Go to Administration > System > Troubleshooting and support tools > Get help > Contact Technical Support or Report a Bug
2. Tick the "Attach Support Zip (only config files)" checkbox

Expected Results

The support zip is attached to the new support case that is created under Atlassian support page.

Actual Results

The support zip is not attached to the support case, but a file called support-request-details.properties does indicate that it is attached.

While creating the support zip under the Get Help, during the progress bar, it is possible to see a message "Your support request is being created. It was saved to <jira-home>/<Jira release>/export/Jira_support_2025-08-27-15-11-51.zip.

Analyzing the HAR file, we see the following messages that aren't displayed in the UI, it would provide information that support zip was not really attached to the request, but locally, instead:

Your request was saved locally and can be accessed in the request form. Alternatively, please generate a support zip file and attach it to a support request which you can create via <a href="https://support.atlassian.com" target="_blank">support.atlassian.com</a>
....
    </p>
    </div>    <div id="stp-request-warnings" class="aui-message aui-message-warning">
        <p class="title">
            <strong>Your support request was created, but please note:</strong> 

Workaround

Alternatively, generate a support zip file and attach it to a support request that you can create via support.atlassian.com.