Troubleshooting

Use this page to diagnose common StatusPath Reports problems before contacting support.

When reporting an issue, include the report type, data source type, steps to reproduce, expected result, actual result, and a screenshot or error message.

When to use this

Use this page when a report is empty, JQL validation fails, status columns are missing, time results look unexpected, exports take longer than expected, charts are empty, or users appear to have insufficient permissions.

Before you begin

Confirm the current Jira user.
Confirm the report type and report scope.
Check Work item range, Trim History, duration format, calendar, and timezone.
Test any JQL in Jira issue search.

Steps

Identify the symptom.
Check the matching section below.
Validate the same issue set in Jira.
Narrow the report scope.
Rerun the report.
Contact support if the issue remains.

Common problems and fixes

Report is empty

Confirm that the scope contains Jira issues and that the current user can view those issues. Then check date range, selected statuses, and filters.

Also check whether Work item range includes the issue but Trim History removes all relevant status or assignee history from the calculation window.

JQL validation failed

Run the same JQL in Jira issue search. Fix field names, project keys, quotes, and unsupported clauses.


project = "OPS" AND updated >= -30d ORDER BY updated DESC

Status columns are missing

The selected issues may not have entered the missing statuses, or the report configuration may not include those statuses. Check workflow history on a known issue.

Time results are different from expected

Review date range, timezone, business calendar, business hours, and whether the issue entered the status more than once.

Export takes a long time

Large reports need more time to retrieve issue data, calculate changelog metrics, and generate the file. Reduce the scope or selected columns.

If export is missing rows, check grid filters, report filters, Work item range, Trim History, source query, and Jira permissions. If export is missing columns, open Columns Manager and confirm the column is visible.

Chart is empty

Confirm that the report table has numeric data for the selected chart. Some charts need enough issues, time buckets, or duration values.

Permission is insufficient

Ask a Jira administrator to confirm app access, project permissions, filter permissions, and issue security rules.

Dashboard Gadget does not save or load

Confirm the app is installed and enabled, the dashboard supports Forge dashboard gadgets, required source fields are selected, and the current user can edit the dashboard. If the gadget is empty, run the same source in the main report center.

Result

Most common issues can be resolved by validating scope, permissions, Work item range, Trim History, time settings, and JQL syntax.

Notes

If you contact support, please include:

Jira site URL
App name
App version if available
Report type
Data source type
Steps to reproduce
Screenshot or error message
Expected result
Actual result