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Troubleshooting

Does the customer need a JSM license to view shared documents?​

No. The Shared Documentation panel in the customer portal is available without a JSM license. However, access to the content of linked Confluence pages depends on the customer's permissions for those spaces.

Why doesn't the customer see new documents without reloading?​

There is no real-time synchronization between the agent panel and the customer portal. Documents are stored in Forge KVS and the portal reads them on load. If the agent adds or modifies documents, the customer must reload the portal to see the changes.

Can I mark more than one document as main?​

No. There can only be one featured document per ticket. When you feature another document, the previous one automatically loses the main document flag.

What happens if a Confluence page is deleted or archived?​

The document remains in the portal list with the original link. If the customer clicks it, Confluence will show an error indicating the page does not exist or they don't have access. It is the agent's responsibility to keep links up to date.

Can I share the same Confluence page across multiple tickets?​

Yes. There is no restriction on reusing the same Confluence page across multiple tickets. Each ticket manages its own independent document list.

Is Confluence search real-time?​

Yes. Each time the agent types in the search field, a query is made to the Confluence API. Results are ordered by last modification date (most recent first).

Does the modification date update automatically in the portal?​

Yes. Each time the customer loads the portal, the app queries the last modification date of each page in Confluence. If the page was modified after being shared, the portal will show the updated date.

What permissions does the agent need in Confluence?​

The agent needs access to the Confluence spaces and pages they want to search and share. The exact permissions depend on the Confluence configuration in each organization. In Confluence, the app only requests read scopes (search:confluence, read:confluence-space.summary, read:space:confluence).

Can the customer see Confluence pages they don't have permission to view?​

No. The link to the document is shared, but access to the content depends on the customer's Confluence permissions. If the customer does not have permission to view the page, Confluence will deny access.

Click the star button again on the document that is currently marked as featured. The flag is removed and no document will appear in the main document section of the portal.

Who can see who added or removed a document?​

Only agents in the Case Documentation panel. The customer portal (Shared Documentation) does not show audit metadata or change history.

Why do I only see 20 entries in the change history?​

The deletion history is limited to the last 20 events per ticket. When this limit is exceeded, the oldest events are automatically discarded (FIFO).

Are all document actions audited?​

This version only tracks add and remove actions. Actions such as reordering the list or changing the featured document do not generate history entries.

I canceled the transition and the documents are still there​

This is expected. In the Case Documentation field, adding, removing and featuring are saved to the case right away, not when the transition is confirmed. Canceling the transition, or a validator rejecting it, does not undo those changes. If you did not want the change, remove or re-feature the document from the panel. See Documentation on transitions and issue creation.

The field in Details does not let me edit​

In the Details section of the issue view, and in bulk edit, the Case Documentation field is read-only. To manage documents from the issue view use the Case Documentation panel, or edit them during a transition.

The transition is blocked by the case documentation​

A documentation validator is configured on that transition and the case does not meet the rule. The message gives the reason:

  • Count: there are not enough documents to reach the minimum.
  • Space: the documents are from Confluence spaces that are not allowed, or have no space.
  • Featured: there is no featured document, or the featured one is from a space that is not allowed.
  • Malformed document: a document is incomplete (missing page, title or link).

Fix the documentation (in the transition field or in the panel) and try again. Changes already saved stay.

The validator message is shown in English​

The validator uses the language saved in the user's Atlassian profile, not the browser language. If Personal settings → Language is set to automatic, the message is shown in English. Select Spanish explicitly.

The validator always rejects the create transition​

The validator must not be configured on the transition that creates the issue: at that point the case list does not exist yet. Remove the validator from that transition and, if you need documents at creation, add the Case Documentation field to the create dialog.

I added a document and Automation did not fire​

Check, in this order:

  1. Edit screen: the Case Documentation field must be on the issue type's edit screen. If it is not, the document is saved on the case but the field does not change, with no warning in the panel.
  2. Agent permission: the agent needs the Edit issues permission.
  3. Rule condition: the rule must require origin to be creacion, transicion or edicion.
  4. Trigger: for documents added at issue creation use Issue created; Field value changed does not fire on creation.
  5. Permission upgrade: the site must have accepted the write:jira-work scope.

If the inclusion failed (for example, the document was already in the list), Automation does not fire for that inclusion. See Automation for Jira.

Does it work in team-managed projects?​

The Case Documentation panel and the portal do. The transition field and the documentation validator are only available in company-managed projects.

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