Administration

Jira administrators can open Issue Templates & Hierarchy Builder from Jira settings and select Administration. Project administrators can manage governed templates for projects where Jira grants the required permission. The backend checks permissions again for every read or mutation; hiding a button is not the authorization boundary.

Availability rules

A template can be limited by:

• Jira project.
• Issue type.
• Jira group.
• Individual Atlassian account.
• Enabled or disabled rule state.

All configured parts of a rule must match. A deleted or invisible project, group, or account does not broaden access.

For Jira Service Management, select both the service project and its exact JSM request type in the same enabled rule. The request type restriction is applied only on the customer portal. See JSM customer portal templates for the complete setup.

App defaults

An app default helps users find the relevant template in the explicit app journey. It does not automatically change Jira’s standard Create dialog.

To preview the matching default for an issue:

1. Open Administration → Defaults & integrations.
2. Select Apply project default.
3. Enter the Jira issue key and select Preview project default.
4. Review the proposed changes before selecting Apply changes.

Native Create prefill is a separate administrator-controlled rule. See Native Create prefill before enabling it.

Workflow integration

The template’s Workflow integration (Beta) setting controls what happens when Jira runs the app’s workflow post-function. The matching active app default supplies the template. The Jira workflow determines which transition starts the run.

Workflow execution is automatic, so required variables need defaults and comments or attachments are not copied. See Workflow Create before adding the post-function to a workflow.

Archive and restore templates

Archiving removes a template from the active library. It also clears that template’s app default and native Create rule. Existing Jira issues and their Template details remain unchanged.

A Jira administrator can restore an archived template from Administration → Data management → Archived templates. Restoring returns the template to the library; it does not automatically recreate a previous default or native Create rule.

Backup and restore

Data management also contains same-site configuration backup and restore. Only Jira administrators can perform these operations. See Backup and restore for the contents and restore safety checks.

Licensing behavior

Issue Templates & Hierarchy Builder is a paid Marketplace app. With an active evaluation or subscription, create and administration actions are available. When Atlassian reports an inactive license:

• Existing templates and configuration remain readable.
• Create, Edit, Duplicate, Archive, Apply, Recreate, and other mutations are disabled.
• Backend mutation resolvers reject direct calls as well.

Ending a trial or subscription does not silently delete app data.

Advanced diagnostics and recovery

Select Show diagnostics under Administration → Advanced to see storage status, inspect native Create rules, run reconciliation, or find the latest app run for a known root issue key. A failed or partial run can expose Retry failed nodes after the underlying Jira problem is corrected.

The support lookup returns a human-readable run summary and does not expose raw SQL rows.

For a support case, include the site URL, affected issue key, run ID, expected result, and a screenshot with unrelated information removed.