Troubleshooting and Support
The app says a subscription is required
Section titled “The app says a subscription is required”Ask a Jira administrator to start or renew the Marketplace evaluation or subscription. An inactive license keeps existing configuration readable but blocks create, apply, edit, archive, restore, and other mutations.
A template does not appear
Section titled “A template does not appear”Check the template status and its project, issue-type, group, and account availability rules. All configured parts of a rule must match the current user and Jira context. Ask an administrator to confirm the destination project and issue type still exist.
If the template was archived, a Jira administrator can restore it from Administration → Data management → Archived templates.
A template does not appear on a JSM request form
Section titled “A template does not appear on a JSM request form”Confirm that the request form contains the Issue template field. Then edit the template and check that one enabled availability rule contains the exact service project and JSM request type. The request type must use the same Jira work type as the template root. Required template variables also need defaults.
Portal selectors fail closed. A rule for another request type, a disabled rule, or a project/work-type mismatch intentionally exposes no template.
A JSM request was created but no hierarchy appeared
Section titled “A JSM request was created but no hierarchy appeared”Open the request in Jira and check Template details. No template is a valid selection and intentionally creates no app run. For a selected template, record the request key and run ID, then check whether the run is Pending, Partial, Failed, or Completed. Correct the reported Jira configuration or permission problem before retrying unfinished work.
The automatic portal path fills empty supported root fields only. A populated customer Summary or Description is preserved.
A field is missing from the editor
Section titled “A field is missing from the editor”Select the project and issue type, then load Jira fields again. Jira returns only fields available and writable in that context. See Templates and supported fields and Known limitations.
A field is skipped during Create or Apply
Section titled “A field is skipped during Create or Apply”Read the preview or result warning. The field may have left the destination context, an option may no longer exist, or Jira may reject the value for the current user. Correct the template or destination configuration and retry.
A variable or Smart Value is blank
Section titled “A variable or Smart Value is blank”Open Preview and check the exact token spelling. The app supports its bounded token catalog, not Jira Automation expressions. An unknown token or a token whose context does not yet exist resolves to an empty string.
For example, a new root does not have {{issue.key}} before creation and a
child does not have {{parent.key}} until its parent has been created. Avoid
custom variable names that duplicate built-in names such as today or
project.key. See Variables and Smart Values
for the token and workflow reference.
Preview and the final Smart Value do not agree
Section titled “Preview and the final Smart Value do not agree”Do not confirm another run until the template is corrected. Record the
template name and revision, flow, source/root issue key, token, previewed value,
and final value. currentUser.displayName should not currently be used in
Apply or child values; collect a readable name as a text variable instead.
A hierarchy is partial
Section titled “A hierarchy is partial”Open Template details on the root issue and review each node outcome. Fix the reported Jira permission, issue-type, field, or link problem, then retry the same run. Do not start a new run just to replay completed children.
Preview says the hierarchy is incompatible
Section titled “Preview says the hierarchy is incompatible”Open the affected work item and review its Work type and Parent. Jira allows only a compatible direct parent level; a subtask cannot be standalone. For a starter child, the app selects a subtask Work type when the project has exactly one compatible type. If Preview reports multiple compatible types, choose the intended Work type and Parent in Structure; the app will not guess. See Getting Started for the steps.
If the operation targets another project, confirm that project has matching work types at compatible hierarchy levels. Correct the template or destination, then run Preview again. The app does not create or update Jira issues while this preflight error is present.
An issue link cannot be created
Section titled “An issue link cannot be created”The selected link type may have been renamed, deleted, or made unavailable. Edit the work item, choose one of Jira’s current link types and confirm the displayed direction. Retry the same partial run so completed issue creation is not repeated.
Native Create did not prefill
Section titled “Native Create did not prefill”Confirm that an administrator enabled a rule for the exact project and issue type. The app fills empty fields only. Group and Sprint are not available to this app through this integration.
If other UI Modifications apps are configured for the same project, issue type, and view, check for conflicts on the same field. Jira currently runs up to five such apps in one context asynchronously; when more than five are configured, some app changes are ignored.
A workflow transition did not run the template
Section titled “A workflow transition did not run the template”Check all three configuration points:
- The transitioned issue’s project and work type have an active app default.
- The default template has the intended Workflow integration (Beta) mode.
- The Jira transition contains the app’s Create issue template structure post-function and the workflow change was published.
A missing or unavailable default produces no mutation. Invalid hierarchy, missing variable defaults, or insufficient Jira context fail before child work is queued. A completed transition run appears in Template details with origin Workflow.
Backup validation fails
Section titled “Backup validation fails”Confirm that the document is a complete version 2 app backup. Review every invalid project, work type, field, hierarchy reference, and default before restoring. Do not edit stable Jira IDs by guessing. Availability references that Jira can no longer resolve remain fail-closed after restore.
Contact support
Section titled “Contact support”Submit bugs and feature requests through the Fulstech support portal. Include:
- Jira site URL and affected issue key.
- App action and template name.
- Run ID when available.
- Expected and actual result.
- Reproduction steps and a screenshot with sensitive information removed.
Never include passwords, tokens, full backup documents, or confidential issue content unless support specifically confirms a secure need and channel.