Troubleshooting RequestOps

Check the selected spaces and your Jira access. Use example data in Help to explore while your site is being set up.

From the guide What RequestOps does

Open its History and Jira activity. Inspect the reason and the related message or Automation setting.

From the guide What RequestOps changes in Jira

Create a checklist in Playbooks, choose the space and request types, and turn it on.

From the guide Your first 5 minutes

Check that a checklist is active for this space and request type. Refresh after the request has been checked.

From the guide See what's left on a request in Jira

Correct it in Settings, then Time, then Waiting time. Review the dates and selected spaces before comparing results.

From the guide Where your requests waited: your first look

Check their Jira access to the underlying request. Sharing a link does not grant access.

From the guide Who can see what

Clear search and filters, check the selected space, then compare your access in Jira.

From the guide Find and filter requests

Move focus out of the text field. Close an open menu before using a page shortcut.

From the guide Keyboard shortcuts

Read the error and reload the section if someone else changed it. Reapply only your intended change.

From the guide Settings in one page

Check the master choice and your device’s reduced-motion preference.

From the guide Choose your animation preferences

Compare spaces, dates, business-hours mode and any partial-data notice before comparing the numbers.

From the guide Overview numbers explained

Check JSM agent access and the named SLA. RequestOps counts requests; Jira may count multiple SLA cycles.

From the guide The SLA report

Review status mappings in Settings, then Time, then Waiting time. Read any partial-history notice.

From the guide The waiting breakdown

Inspect the request’s linked work and current waiting explanation. Status names are not the only evidence.

From the guide Tell RequestOps what a status means

Check whether time is counted around the clock or in business hours, and inspect repeated visits to the status.

From the guide Where the time goes

Use a longer period or more spaces you can access. A small sample does not support a reliable comparison.

From the guide Handoffs between teams, and requests that come back

Check that its space has an enabled rule, eligible group members, and Jira assignment permissions.

From the guide Workload and auto-assign

Check filters and the request’s Jira activity. A pending message is not yet a completed send.

From the guide Request history and export

Choose your own city or country. Groups mean the same time now; each location keeps its daylight-saving rules.

From the guide Business hours

Fewer than 10 similar requests means there is not enough history to show the estimate.

From the guide When a request is usually done

Return to the review and check the period before exporting again. Previously downloaded files do not update.

From the guide The monthly service review

Paste a new copy after updating the report. Use a link when readers need the current view.

From the guide Put RequestOps on a Confluence page

Check the dashboard type and installation. A classic gadget is not listed as a new-dashboard widget.

From the guide Put RequestOps on a dashboard

Check that the chosen field is populated on requests in the selected reporting scope.

From the guide Configure report targets and team grouping

Check that it is turned on for this space and request type, then check existing requests from Get started.

From the guide Create a checklist

Open Why? and inspect the watched field or linked work. A missing field cannot satisfy the condition.

From the guide Items RequestOps marks done for you

Check its Only if field condition against the request’s current field value.

From the guide Optional items, conditions and sections

Confirm that the rule is on the transition being used and the workflow change is published. Automatic closure has its own policy.

From the guide Block Done until the checklist is finished

Check that the request has an active checklist and has been evaluated. Allow time for field updates.

From the guide Show progress on boards and queues

A Jira admin can run Check existing requests in Settings, then Get started.

From the guide The "Waiting on" column in Jira queues

Inspect the approval time, request completion time and assignee. A later approval cannot prove an earlier check.

From the guide Record proof for a change

Check the public comment first, then Jira notifications and the customer’s confirmed email. Do not send again solely because email is delayed.

From the guide Ask the customer

Check the feature switch, selected space, waiting state, working hours and maximum send count.

From the guide Ask customers again and close unanswered requests

Check the space rule, age since resolution and whether the configured transition is still available.

From the guide Reopen on reply

Review the promised date and site timezone before confirming. Open the vendor wait to correct it.

From the guide Wait on a vendor until a date

Check the waiting party, elapsed working days and whether an update was already sent today.

From the guide Automatic progress updates

Nothing waits on that group right now, or you cannot open those requests in Jira. Check your Jira access to the spaces involved.

From the guide The Waiting on page

Inspect linked work and its space. A request must wait on an identifiable team to appear here.

From the guide Teams you wait on

Read the reason shown. Check working hours, an earlier nudge today and access to the linked task.

From the guide Nudge other teams

Copy links does not send email. Share the link with the intended contact using your approved channel.

From the guide Vendors and nudges

Return to the request and obtain a current link. Do not reuse another request’s link.

From the guide One-click links for people outside Jira

Select and copy the shown link, then paste it into your email. Check the recipient before sending.

From the guide Copy links for sign-offs and vendors

Check its Jira membership, period and your access to the underlying service requests.

From the guide Customer accounts and statements

Check the selected view and Jira access. Completed approvals are no longer pending.

From the guide See pending approvals

Check that the colleague has the required Jira access and that the away dates include today.

From the guide Set yourself away and choose who covers

Check the approval is pending, its age in working days, working hours and any current cover.

From the guide Nudge slow approvers

Read the tracker’s error, correct access or required fields, then use its recovery action without starting a duplicate journey.

From the guide Start onboarding or offboarding

Inspect the earlier steps it depends on and any task-creation error shown by the tracker.

From the guide Build a journey template

A removal decision creates work; it does not itself remove group membership. Complete the task and check the membership.

From the guide Access reviews

Correct access to the policy’s destination. Receiving an acknowledgment request does not grant that access.

From the guide Policy acknowledgments

Inspect the start date, chosen template, pause rules and calendar. Confirm legal requirements separately.

From the guide Track a legal deadline

Check the configured expiry field is populated on the request and that the exception is tracked.

From the guide Approved exceptions

Check the schedule is enabled, next date, required fields and creation permissions before attempting recovery.

From the guide Schedules and renewals

Inspect campaign progress and any creation error before creating another campaign.

From the guide Choose and run a campaign

Do not rely on an unsuitable template. Confirm the required dates with the responsible team.

From the guide Choose a deadline or exception clock

Review and edit the preview. Check the source field rather than posting incomplete text.

From the guide Reply library and placeholders

Review the outcome and per-request errors. Check permissions before resuming incomplete work.

From the guide Tell customers when a fix is done

Check the feature is on and the link is a supported blocking relationship. Inspect any recorded error.

From the guide Blocker alerts

Inspect the Automation audit log, action inputs and actor permissions. Do not repeat a send with an unknown outcome.

From the guide Use RequestOps in Jira Automation

Check the field names and run Check existing requests for the space if permitted.

From the guide Find requests with Jira search (JQL)

Check Rovo access for your site. Use Requests and Help directly while it is unavailable.

From the guide The Rovo agent

Open History and Waiting to inspect the available data. Missing history cannot support a complete explanation.

From the guide Ask Rovo "Why is this request slow?"

Read the row-level errors and any shortening notices. Correct the source or mapping before importing again.

From the guide Import from another app

A Jira admin can use the export in Privacy and data. Review the downloaded file before sharing it.

From the guide What data RequestOps reads and stores

Check Jira permissions for its request and the action’s setup. App installation does not grant every user access.

From the guide Why each permission is needed

Read the result in Privacy and data. Preserve the error and finish the remaining work before claiming erasure.

From the guide Data on uninstall and personal data