Troubleshooting and Support

Contact the Fulstech support portal for help or feature requests.

Situation	Next step
Setup not complete	Use Refresh setup status; a Jira administrator can choose Request setup (Jira admin). See Setup.
Shared report unavailable	Ask its owner whether sharing was stopped or the configuration was deleted. Jira access can also affect results.
Export expired	Create a new export; background files expire after 24 hours.
Invalid JQL	Correct the syntax and run again. Basic project filtering is also available.
First report is slow	Reading issue history can take longer than using a valid workflow cache. Keep the report tab open while batches run.
Timeout after retry	Choose 10 issues per page or narrow the JQL. Avoid repeatedly starting the same large request.
Partial result	Read the issue errors. Missing values are not zero and partial totals are not complete totals.
Calendar unavailable	Select an available calendar or explicitly choose 24/7.
Workflow cache unavailable	Direct history calculation remains available. A Jira administrator can review the Workflow field screen.
License required	Ask a Jira administrator to check the trial or subscription.
Saved inputs disappeared	Last-used inputs live in browser storage. Use named private saved reports for reusable configuration.

All-pages collection is bounded to 5,000 selected issues and a bounded result size. Large selections may need narrower filters. Jira search membership can change during traversal; a report is not an atomic database snapshot.

Include the approximate time, error message, metric, issue count, scope and calendar settings with a support request. Start with a redacted example rather than uploading an entire customer dataset.

See the user guide and Fulstech Service Level Agreement.