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Troubleshooting

Messages users may see

Message What it means What to do
You don't have permission to link issues in project … The user has no "Link Issues" in the project, and the project does not use the technical account. Give the user "Link Issues" in the permission scheme, or turn on the technical account.
You don't have permission to edit or link issue …, so you can't add or remove its links. The project uses the technical account, and the user can neither edit the issue nor link issues. Give the user permission to edit issues, or let them link from the side panel with Allow linking from the panel without permission to edit the issue.
You don't have permission to view issue … The user cannot see one of the issues. Nothing to fix in the app; the app never links issues a user cannot see.
You are not allowed to use this link type in project … The link type is allowed in the project, but not for this user. Check who can use the type in the project's link rules.
This link type is not allowed in project … The link type is blocked in the project. Allow the type in the project's link rules, if it should be used.
Links from project … to issues in that project are not allowed. The project uses project restriction and the target project is not on its list. Add the target project to the allowed target projects.
Linking through Issue Link Guard is not working in project …: the app is missing the "Link Issues" permission there. The project uses the technical account, but the app's account has lost "Link Issues". The admin page marks the project Misconfigured. See Misconfigured.
The Issue Link Guard license on this site is not active … The app works read-only. Renew the license. Until then, users who link only through the technical account need "Link Issues" back to link in Jira.
Your groups could not be determined, so link types available to groups or roles are hidden. Jira did not return the user's groups or roles in time; the app does not guess. Try again in a moment.
Jira is temporarily limiting requests. Wait a moment and try again. Jira's rate limit for the site was reached. Wait a moment and try again.
Issue … does not match the criteria of this field. The issue does not match the picker field's JQL. Pick another issue, or ask a Jira administrator to change the field's JQL.

Messages specific to picker fields are explained on Picker fields.

Common problems

The panel is off by default. A project administrator turns on Show the Issue Link Guard panel on issues in the project's Issue Link Guard settings and saves. Refresh the issue page afterwards.

A field does not appear on issues

The field must be on the screens the project uses: the create screen and the edit and view screens. Creating the field alone is not enough.

Check, in the project settings:

  1. Control is enabled and the expected control mode is selected.
  2. The link type is switched to Allowed.
  3. The user matches one of the entries for the type: they are in the role or group, or listed as a user.
  4. In the "Rules per issue type" mode, the issue type the user is linking from may have its own rules.

A link type added to Jira after a project's rules were last saved is blocked in that project. Open the project settings, allow the type and save.

"Turn on the technical account" is unavailable

The app's account needs "Link Issues" in the project first. In the Set up… dialog, complete step 1.

Open the new issue and look at the Issue Link Guard tab in the Activity section. A link that could not be created is listed there with the reason, for example that the link type is not allowed for the person who created the issue, or that they cannot see the target issue.

Links chosen on the create screen appear a few seconds after the issue is created. A custom field created less than five minutes ago may not be picked up yet.

A picker shows only the links added through that field. Links of the same type made with the links field, the side panel or Jira itself are visible in Jira's "Linked work items" section. See Picker fields.

If the link was chosen in the picker on the create screen, check that the app's account has "Edit Issues" in the project, usually through the project role atlassian-addons-project-access. Without it the link is created but the picker cannot record it.

Check the field's JQL with Preview JQL. The preview counts issues for the administrator's account; a user sees only the issues they have access to. If the project uses project restriction, the issues must also be in an allowed target project.

The search does not find an issue

The search looks in issue keys and in words of issue summaries, in issues the user can see. Jira matches the beginning of words, so type the first letters of a word, or the issue key. In project restriction mode the search offers only issues from the allowed target projects.

A Jira administrator turned the activity log off on the Data and privacy tab. Existing entries are kept and come back when the log is turned on again.

The activity log says it is almost full

The log uses at least 95% of the app's database. A Jira administrator can delete older entries or shorten the retention period on the Data and privacy tab. Links keep working even when the database is full.