Frequently Asked Questions
Which workflow should I use: Create, Apply, or Recreate?
Section titled “Which workflow should I use: Create, Apply, or Recreate?”Use Create to start new governed work from a saved template. Use Apply to standardize an existing issue or add selected follow-up work. Use Recreate when you want to copy useful live Jira work once without saving it as a governed template.
See Create, Apply, and Recreate for the complete decision guide.
Is Native Jira Create Prefill the same as Create from a template?
Section titled “Is Native Jira Create Prefill the same as Create from a template?”No. Native Create Prefill is an optional convenience inside Jira’s standard Create dialog for one exact project and issue type. It cannot collect run-time template inputs the way the app’s explicit Create flow can.
Use explicit Create when users need variables, fresh Smart Values, hierarchy selection, or a full preview.
Can a JSM portal-only customer use a template without a Jira or JSM product license?
Section titled “Can a JSM portal-only customer use a template without a Jira or JSM product license?”Yes. Authenticated portal customers without a Jira/JSM product license are supported when the administrator configures the exact service project and JSM request type.
Anonymous portal submission is not supported.
Does a portal template overwrite what the customer typed?
Section titled “Does a portal template overwrite what the customer typed?”Populated customer root fields are preserved. The automatic JSM path fills supported empty root values only.
Template comments and attachments are not copied automatically.
Can a JSM portal template ask the customer for template variables?
Section titled “Can a JSM portal template ask the customer for template variables?”Not after the request is submitted. Every required variable must have a usable default before the template can be offered on the portal.
See JSM Customer Portal Templates.
Is Workflow Create production-ready?
Section titled “Is Workflow Create production-ready?”Workflow Create is available but remains Beta because Atlassian’s Forge workflow post-function module is still Preview.
Use the explicit Create and Apply journeys when you need an interactive, preview-before-write workflow.
Will Workflow Create run twice if Forge delivers the same transition more than once?
Section titled “Will Workflow Create run twice if Forge delivers the same transition more than once?”Duplicate delivery of the same transition execution reuses one deterministic run. A separate legitimate transition later is a new execution and can start a new run.
See Workflow Create for the repeat-transition behavior.
Can Retry create duplicate child issues?
Section titled “Can Retry create duplicate child issues?”A retry resumes the same durable run and skips nodes that already completed. Use Template details to retry a Partial or Failed run after correcting the underlying Jira problem.
Do not start a second Create or Apply solely to replay unfinished children.
Can I use the same template across different Jira projects?
Section titled “Can I use the same template across different Jira projects?”Explicit Create, Apply, and Recreate can work across projects when the destination contains compatible work types, fields, and hierarchy levels. The app validates the selected destination before mutation.
JSM portal availability is intentionally stricter and requires an exact service project, request type, and root work type.
Do I need to configure the starter’s subtask work type?
Section titled “Do I need to configure the starter’s subtask work type?”The app selects the project’s subtask Work type automatically when Jira offers exactly one compatible type. If it offers several, choose the intended child Work type in Structure; the app will not guess. See Getting Started for the first-run flow.
Does the app support Jira Assets, Rank, or opaque third-party fields?
Section titled “Does the app support Jira Assets, Rank, or opaque third-party fields?”Not through the generic field adapter. Rank, Assets/Object fields, and opaque Marketplace-app-owned field formats remain outside the documented generic support boundary.
See Known Limitations.
Does backup and restore migrate templates to another Jira site?
Section titled “Does backup and restore migrate templates to another Jira site?”No. Backup and restore is designed for same-tenant app configuration safety. It does not automatically remap projects, work types, fields, users, options, or attachments between Jira sites.
See Backup and Restore.
What happens when the Marketplace evaluation or subscription ends?
Section titled “What happens when the Marketplace evaluation or subscription ends?”Existing templates and app configuration remain readable. Mutating operations such as Create, Apply, Edit, Archive, Recreate, and Restore require an active evaluation or subscription.
Ending the subscription does not silently delete app configuration.
Where should I start when something does not work?
Section titled “Where should I start when something does not work?”Start with Troubleshooting and Support. For a partial hierarchy, open Template details first because it shows the run ID, node outcomes, and latest actionable error.
If you contact Fulstech Support, include the affected Jira issue key, app action, template name, run ID when available, expected result, actual result, and a redacted screenshot.