Troubleshooting

Here we’ve gathered the most common issues the way how to troubleshoot them, and possible solutions.

	Problem	Platform	Probably Cause	Possible Solution
1	Template is not created from Jira issue	Jira Server, Data Center	Issue contain more than ~15 subtasks. Due to specific limitation of our Jira server version storage, big template could not be saved.	Try removing Subtasks, lowering down to <15 items
2	The message is shown while upgrading an addon We ran into a little trouble. It might just be a hiccup. Try again in a bit.	Jira Cloud	If you have recently migrated tom Jira Server to Jira Cloud, Jira Software does not have any default users group. So the installation of the App fails. If URL of your Jira instance has changed, e.g. from xxx.atlassian.net to yyy.atlassian.net - old instance URL and client key already exist in our instance registry and we do not allow duplicate installation to avoid mixing data/instances.	Check relevant treads and set at least one of the groups to be the Default Group https://community.atlassian.com/t5/Jira-questions/Can-t-add-apps-after-migrate-local-server-to-cloud/qaq-p/1026093 https://community.atlassian.com/t5/Jira-questions/Unable-to-add-Apps-to-JIRA/qaq-p/1308631 We need to manually disable your old key and then you can try reinstalling an app again. Please reach us via Customer Portal
3	When changing an assignee in a template (or any other select field), I can only select a few users/values. But not the one I want to select.	Jira Cloud	To get options for the select fields we use the first project from your instance that has the issue type the template has been assigned to. If you look at the “All Projects” list on your Jira instance - you’ll find that project (probably first).	We have a feature request to allow users choose from which context to set values for the template and that should help to properly choose specific select field value for the template’s scope.
4	When using Epic template - tasks (being child to an Epic) not created or not linked to an Epic	Jira Cloud	“Epic Link” field is not added to Create Issue screen	Go to Screen Configuration, add “Epic Link” field to a Create Issue screen
5	“Story Points” are not saved in the template	Jira Cloud	“Story Points” custom field is not added to the Jira Create Issue screen context	You need to add this field to Create Issue screen. Go To “Create Issue” (big blue button on a top header) Click “…” dot menu Сlick “Find your field” Search for “Story Points” Then go to a proper screen configuration, and add that field Next time you open Create issue - you’ll see the “Story Points” From now on, saved “Story Points” would be restored from the Template upon the new Jira issue creation
6	“Original Estimate” is not saved in the template	Jira Cloud	“Time Tracking” custom field is not added to the Jira “Create Issue” screen	Proceed with the same actions as described in previous problem (see above). Add “Time Tracking” field to Create Issue screen
7	Unable to uninstall an app	Jira Cloud	Uninstall button is greyed out or missing.	Unsubscribe from the subscription first Or contact Atlassian support Related post: https://community.atlassian.com/t5/Jira-Software-questions/Can-t-uninstall-jira-addon/qaq-p/2293136
8	The new feratures that expected to be delivered with the latest Easy Template addon version update doesn’t work or missing	Jira Data Center	The old version of the addon’s resourced is cached on your browser or Jira instance	Clear your browser’s cache: https://confluence.atlassian.com/bbkb/how-to-clear-browser-cache-for-chrome-edge-firefox-and-safari-1206562212.html Clear Jira’s plugin cache: https://confluence.atlassian.com/jirakb/how-to-clear-jira-s-plugin-cache-1157468195.html
9	Unable to access documentation while logged in confluence		Confluence treat such user as Authorised but not licensed. https://community.atlassian.com/t5/Confluence-questions/Access-to-Confluence-support-page-when-logged-in-with-different/qaq-p/777988 https://jira.atlassian.com/browse/CONFCLOUD-30161	As a quick workaround - access our knowledge base in browser incognito mode
10	Parent is not passed to “Create Issue Screen” via Prefill flow	Jira Cloud	This is a known issue for Connect apps from Atlassian. Check https://jira.atlassian.com/browse/JSWCLOUD-26119	At this moment the workaround is to use “Create” flow instead of “Prefill”. We’ll be following Atlassian updates on this matter.
11	I can’t see a particular saved field while editing a template via Manage Template	Jira Cloud, Jira Data Center	Fields are not associated with proper screens or project/global context	Go to custom fields, find the field Click “…” menu → Associate to screens Try associating with Default Issue screen If that won’t work - find the original project from which the tempalte was created and associate custom fields to issue screen of that project You may also want to check Scope where the field s defined to be used. And it should be global. If you have difficulties with the setup - please schedule a call https://calendly.com/appliger/30min

How can you help a team to better troubleshoot an error

Provide a description of your environment

let us know if you are on Cloud or Jira Server/Data Center
provide us with your Jira Server/Data Center version
provide us with the Easy Templates add-on version
- click Cog icon → Manage apps → Manage apps → find Easy Templates section → expand and check “Version”
make screenshots, and screen recordings of the templates behavior that you think is not valid

Getting Browser Logs

Open Browser Console Log and make a screenshot of errors
1. In your Chrome browser, click and then More tools > Developer tools (F12)
2. Click the Console tab.
3. Refresh the page with Jira issue and templates opened
4. to check for any errors in the console and send them to us as screenshots or screencasts
Generate.HAR file following these instructions and send to us.

Schedule a call

Finally, feel free to schedule a quick call with our team and we’d be glad to help you!

Just book a free spot https://calendly.com/appliger/30min