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Frequently asked questions

If you are having problems with the app, please try these steps first to ensure that the Jira Service Management configuration is correct: 

  • Disable the app for your Jira Service Management project by editing the project's settings and deselecting the Enabled for project option. See Configuring the settings.
  • Ensure that the Prerequisites for the app are installed and configured correctly and that you are receiving notification emails from Jira Service Management itself by adding comments to test issues where you are the Customer. 

Some frequently asked questions are here:

If these topics do not address your issue, please contact us at Support

Please provide the following information to help us resolve your issue quickly: 



Contents of the Jira Service Management notification templates that you copied into the app settings page when configuring your project.

Comment contents


An example Jira issue comment that caused the issue.


Screenshot or export of the email sent by the app showing the problem.

Alongside this, it would be great to get the text formatted as expected.

System Info

Contents of System info page for your Jira Service Management instance.

  1. Click on the Cog in the top menu.
  2. Select System.
  3. Select System info from the menu at the left-hand side of the page.
  4. Export the contents of the page to a document and include this in your support request or email. 

This information gives us a full view of the set up of your installation, including:

  • OS
  • System and database encoding
  • Java and server container version
  • Locale
  • Jira / Jira Service Management version

You may wish to remove the following potentially sensitive information:

  • Base URL
  • User Name
  • Database JNDI address
  • Database URL
  • Client Info
  • Any other passwords
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