your Atlassian site address, e.g. yourcompany.atlassian.net;
what you were doing, and what you expected to happen;
any error message, and a screenshot if possible.
Never send passwords or API tokens. We will never ask for them.
Response times
Type
First response
App unavailable or data looks wrong
Within 8 business hours
Something isn't working as described
Within 1 business day
Questions and feature requests
Within 2 business days
Business hours are Monday to Friday, 08:00-17:00 Central Africa Time (UTC+2), excluding Zimbabwean public holidays.
Before you write
The app won't load. The app runs on Atlassian's platform, so check status.atlassian.com first.
A new issue didn't get its template. Check that the template has Apply automatically ticked and matches the issue's type and project. Give it a few seconds, then reload the issue. Cloned issues are skipped.
"More than one template could auto-apply". Two auto-apply templates are equally specific for that issue, so neither was applied. Pick one on the issue, and ask a Jira admin to narrow one of them.
A field was skipped. Fields that already have a value are left alone. Jira can also reject a field that isn't on the project's edit screen; the rest of the template is still applied.
No sub-tasks were created. Sub-tasks can't be created under a sub-task, or in a project where sub-tasks are turned off. Sub-tasks that already exist with the same summary are not created again.
"Only Jira admins can manage issue templates". Applying a template needs only permission to edit the issue. Creating and changing templates needs Jira admin rights.
Security issues
Please report security concerns to support@resiliatech.com with "Security" in the subject. We acknowledge reports within 2 business days.
Documentation
See the product page for getting started, how auto-apply works, variables and formatting.