Troubleshooting

Use this page to diagnose common StatusPath Reports problems before opening a support request.

Start with the basics

For most problems, check these items first:

1. Confirm the current Jira user.
2. Confirm the report type.
3. Confirm the work item scope: Project, Filter, JQL, Sprint, or Epic.
4. Confirm the scope returns work items in Jira for the same user.
5. Check Work item date range.
6. Check Trim History.
7. Check active table filters and hidden columns.
8. Check duration Format, Calendar, timezone, and business hours for duration reports.

No data returned

The selected setup did not find work items or usable report values.

Check:

• The selected Project, Filter, JQL, Sprint, or Epic returns work items in Jira.
• The current user can view those work items.
• Work item date range is not excluding them.
• Table filters are not hiding every row.
• Trim History is not removing all relevant status, assignee, or transition history.
• The selected report type has data for those work items.

Try running a narrower report against one known work item or a small project, then add filters back one at a time.

JQL errors

Jira rejected the JQL query or returned no matching work items for the current user.

Check:

• Syntax, quotes, field names, project keys, and values.
• Whether the same JQL works in Jira search.
• Whether the query is too broad or too narrow.
• Whether Work item date range adds additional constraints.

Example:

project = SR AND updated >= -30d ORDER BY updated DESC

If a query uses ORDER BY, StatusPath Reports may apply its own report ordering when it builds the final report query.

Missing statuses, assignees, or transitions

A dynamic column may not appear when the selected data has no matching history or the column is hidden.

Check:

• The selected work items actually entered that status, assignee, or transition.
• The column is selected in Columns Manager.
• The report type supports that column type.
• Trim History does not exclude the relevant segment.
• The workflow status name differs from what you expected.

Dynamic columns depend on the selected data. A status, assignee, or transition that never appears in the current report result may not be shown as a column.

For a reproducible diagnosis, follow the missing Jira status column troubleshooting guide.

Average issue drill-down or status journey issues

Issue drill-down is available in version 2.5 and later. If the action is missing, confirm that the Jira site has StatusPath Reports 2.5 or later.

The drill-down action is missing

• Average Time in Status places the participating-items action in a Work item count cell.
• Other report types do not expose this entry point.
• Switch to Table view and rerun or refresh the report if the result has no retained source snapshot.

The participant count or percentage looks wrong

• Work item count uses distinct participants inside that one group.
• The percentage divides the group count by the report’s total work-item population.
• A multi-value Group by field can put one work item in more than one group, so row percentages can add to more than 100%.
• A time-bucket group includes only the contribution inside the selected bucket.
• Refresh the report after Jira or date-filter changes so the participant list uses a new source snapshot.

The participant list opens, but one journey does not

The list comes from the retained report snapshot. Opening a journey performs a separate current load for that one work item and its accessible changelog. Check the current user’s Jira permission, issue security, changelog access, and whether the work item still exists.

Report contribution and Full history do not match

This can be expected. Report contribution follows the report calculation, including Trim History and a selected time bucket. Status timeline and History path use full accessible status history up to report generation and do not apply the report’s Trim History range.

The actor is Unknown user or blank

The actor depends on the identity Jira returns for the status-change event. Deleted or unavailable users, privacy or permission boundaries, and missing changelog actor data can produce Unknown user. The first timeline interval can show — because it has no entering transition.

See Issue drill-down and Work item status journey for the Report Center entry point and data boundaries.

Unexpected duration values

Duration values can be larger, smaller, or formatted differently than expected because duration reports depend on several controls.

Check:

• Duration Format.
• Calendar and business hours.
• Calendar timezone.
• Non-working day and working-day exceptions.
• Work item date range.
• Trim History.
• Whether the work item entered a status more than once.
• Whether you are comparing business time with elapsed time.

When comparing with another tool, compare one work item and one status first.

Chart is empty

A chart may be empty when:

• The report has no rows.
• The selected chart does not apply to the report type.
• The selected report type or data does not support the chart view.
• Current filters remove the values needed for the chart.
• A duration chart has no duration values in the selected history window.
• Chart data is still being prepared.

Switch to Table view to confirm whether the underlying report has rows.

Export issues

Export is slow

Large exports can take longer because the app may need to retrieve work items, load fields, load changelog history, calculate metrics, and build the file. Reduce the scope, remove unnecessary fields, or export a smaller report.

Export is empty

Check table filters, duration filters, Work item date range, Trim History, source query, and Jira permissions.

Columns are missing

Open Columns Manager and confirm the columns are visible. Export follows visible columns and supported table state.

Download does not appear

Check browser download behavior inside the Jira app frame, then retry with a smaller report.

Saved report issues

• Restored preset returns different rows: Jira data, saved filter results, permissions, calendar settings, or changelog history may have changed.
• Save is unavailable: check that the report source is configured and the preset name is not blank.
• Save fails for a JQL preset: fix the Jira validation error before saving.
• A status column is missing after restore: the current data may not include that status history, or the saved status configuration may no longer match the Jira workflow.
• A copied preset is not selected automatically: Copy creates a new saved preset, but it does not replace the active preset until you choose Use.

Dashboard Gadget issues

If the gadget is empty or stale:

• Confirm the selected Project, Saved filter, JQL, Sprint, or Epic returns work items for the current user.
• Check Work item date range.
• Check History from.
• Confirm dashboard viewers have Jira access to the underlying work items.
• Validate JQL in Jira.
• Refresh the dashboard after changing gadget settings or Jira data.
• Recreate the same setup on the main report page to inspect rows, columns, charts, and filters in a larger workspace.

Issue Activity is empty

Issue Activity analyzes only the current Jira work item. Its selected Analysis Report may be empty when:

• The current work item has no status history for Time in Status or Status Count.
• The current work item has no assignee history for Time in Assignee.
• The current work item has no status transitions for Transition Count.
• The current user cannot access the work item or its changelog data.
• The work item changed recently and the module needs to be refreshed.
• The selected Work schedule counts no working time for the relevant period.

Use Refresh after a Jira change. Use the main report page if you need to compare the work item with a larger scope.