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.
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.
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 in this integration. Another UI Modifications app in the same context can also prevent the rule from running.
Backup validation fails
Section titled “Backup validation fails”Confirm that the document is a complete version 2 app backup. Review every invalid project, issue type, field, option, user, group, and default before restoring. Do not edit stable Jira IDs by guessing.
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.