Troubleshooting

Find answers to questions regarding troubleshooting

What happens if I don’t have access to Requests page?

In case of not having access to My Requests page you will be redirected to default Jira requests page.

How do I know when my license expires?

As an administrator, you will see a banner in the My Requests Extension configuration section informing that your license has expired. As a customer, you will not be able to see the My Requests trigger button. Any links to My Requests page will be automatically redirected to default Jira requests page.

Why there’s no file preview when I click on the attachment in Description?

It’s due to the technical limitations. Description along with its attachments is rendered using HTML.

Why the Requests page doesn’t display requests with Issue Security Level?

By default, our Requests page doesn’t have access to issues that have a configured Security Level. In order to see those issues, you need to include a an atlassian-addons-admin group to the Security Level that’s used on your issues.

Steps

To the selected Security Level, include an atlassian-addons-admin group into your Issue Security scheme.
Click Add.

My Requests Extension - Add group

Result

The group is added and the requests are visible on the app’s Requests page.

Warning

By default, if there’s more than 1000 requests that a single customer can see, the app will stop displaying the requests that have a configured Issue Security Level in order to avoid timeouts. However, global Jira administrators can configure the visibility of requests with Issue Security Level by using Settings.

To learn more, navigate to Settings.

Which date and time formats are presented on Requests page?

The default date and time formats differ based on the custom field type. It’s possible to align formats with the particular user preferences.

Consider the following:

for the Date Picker field the default format is displayed as: d/MMM/yy, while for the Date Time Picker field it’s presented as: dd/MMM/yy hh:mm a. To change the formats you can navigate to Settings > System > Advanced Settings.
for the Updated, Created and Resolved (Resolution Date) fields the default format is presented as following: dd/MMM/yy h:mm a, while for the Due Date field it’s presented as: dd/MMM/yy. To change the formats you can navigate to Settings > System > Look and feel.

In team-managed projects, the format related to the Date field corresponds to the format used for the Date Picker field, while the format related to the Time stamp field reflects the format displayed for the Date Time Picker field.