Troubleshooting

Common issues and how to resolve them.

The action is not visible on a Jira issue

Check, in order:

  1. Is this a service desk project? The action is hidden on non-JSM projects by manifest condition. The project's type must be service_desk.
  2. Do you hold the Act as Agent permission on this issue? Open Jira's "View permissions" panel on the issue and confirm the permission is granted to you via the issue's permission scheme. Remember scheme conditions like Current Assignee: if the scheme grants Act as Agent only to the assignee, you must be the assignee for that specific issue.
  3. Has the app finished installing? Check System settings → Apps. If you see installation errors, retry or contact support.
  4. Is the license active? If the app shows the "License required" overlay, see Licensing.

A tab in the modal is missing

Each tab is gated by the underlying Jira permission the action needs:

TabRequired Jira permission
CommentAdd Comments
TransitionTransition Issues
Edit IssueEdit Issues
Update LinksLink Issues
Time TrackingWork On Issues

If the tab is missing, you (or the configured agent in impersonation mode) lack that Jira permission. The Act as Agent permission does not override Jira's standard permission model.

Configuration fails to save

The Settings page shows an Error Saving Configuration banner with the underlying message. Common causes:

  • The selected user no longer exists. Pick a different user.
  • The user is not a service desk agent. Agent search is restricted to assignable JSM users; if a chosen user has since lost their JSM seat, you'll need to reassign.
  • Network or platform transient error. Refresh and retry.

A comment / transition / edit failed but the audit log shows "Status: Failed"

Open the audit log entry's Details panel. The errorMessage field carries the exact error Jira returned. Common cases:

  • 403 Forbidden: the impersonated agent lacks permission to perform the action on this issue. Either grant the agent the right Jira permission, or switch the project to App mode for actions the agent cannot perform.
  • 400 Bad Request with an errors block: a required field or invalid value. The details panel shows the request payload.
  • Attachment upload failures: the file likely exceeded the 10 MB limit or the temporary attachment expired before the comment was submitted.

"No transitions available" when you expect transitions

  • The issue may already be in a terminal status with no outbound transitions in its workflow.
  • The impersonated agent (or you, in App mode) may lack Transition Issues permission.

Audit log filters don't return results

  • The default range is the last 30 days; widen the From/To range to look further back.
  • Audit records are retained for 90 days; older actions have already expired and are not recoverable.
  • Try Reset in case stale filter state is excluding results.

Translations are missing or English appears in some places

If a translation key is missing in your locale's file, the app falls back to English. Please report missing strings to ata@qwertycraft.com with the locale and the string.

Still stuck

Email ata@qwertycraft.com with:

  • The Jira site URL.
  • The issue key (if relevant).
  • A screenshot.
  • The timestamp of the failing action (so we can correlate against the audit log).