TELCOMA Global / Portal Details for Jira Service Management / Support

Supported by the people who built it.

One address, one promise: a reply within one business day, and within four business hours if the app has stopped working on your site.

What to include

Four things, and we can usually answer from them alone.

Your Jira site URL, for example yourcompany.atlassian.net
The service project, the request type, and the request key where the panel looked wrong
Who was looking: the person who raised it, a participant, an organization member or an agent, and what they expected to see
The message the app showed, word for word

We never need your password, API tokens, or access to your site. If anyone claiming to represent us asks for those, it isn't us.

Contact

Please do not post security reports publicly. Email them.

Known limits

Every one of these follows from what Jira Service Management exposes to apps, or from the app being read-only on purpose.

No Assets fields

Jira's API returns object IDs for Assets fields, not names, so they are not offered.

Not offered

Approvals, satisfaction ratings, attachments, comments and work logs. The portal already shows approvals, attachments and comments.

Status categories only

Linked requests show Open, In progress or Done, not the workflow's own status names, which can be internal.

One panel title

The panel is always called "Details". On a request with nothing to show, the panel draws nothing, but the portal may still show the title.

First 20 linked items

Only the first 20 linked items of a request are read. Counts of other linked work then say "or more".

Limits per panel

20 fields, 6 SLAs and 30 link types. Labels up to 60 characters. Long text is cut at 4,000 characters.

Needs the app's project role

The app reads requests through the atlassian-addons-project-access role. If a permission scheme removed its "Browse projects", the preview says so.

It shows, it doesn't change

The app cannot change a request. Without an active subscription, customers see nothing.

The app runs entirely on Atlassian Forge. If Jira Service Management or Forge is degraded, the app is affected. See status.atlassian.com.

Tell us what your customers still ask about that the panel can't show. Requests that come with the reason behind them get built first.

What the app reads, stores and never does, in plain terms: the privacy policy.