⚙️ FAQs & Troubleshooting

Select one of the following questions:

Can customers filter a shared report by additional fields?

Yes. A Jira administrator can choose the available fields in Settings → Customization → Customer Portal → Portal Filters. Click Select Fields and add each field you want customers to use. Changes are saved automatically.

Adding fields through More Filters in an agent View does not automatically add those fields to the customer portal. Portal Filters applies at app level, rather than being configured separately for each View.

Configure and use Portal Filters

Why is a custom field missing from a filter or report?

Ask a Jira administrator to check Settings → Data Sync & Projects → Projects → Fields. Unselected custom fields are excluded from the app. For customer portal filters, also check that the field has been added in Portal Filters. Only fields offered in Select Fields can be selected.

Data Sync & Project Configurations

How do I restrict a group from creating Views?

Open Settings → Permissions → Restrictions & Ownership. Under Restrict Groups, select the Jira groups you want to restrict. This setting controls View creation; app access is managed separately through Jira Global Permissions Page.

Can I automatically include groups when sharing Views?

Yes. In Settings → Permissions → Restrictions & Ownership, select the groups under Default Shared Groups. These groups are automatically added when sharing Views. Review the sharing selection before sharing the View.

Do I need an API token for Assets in Charts and Reports?

No. The Assets API token option has been removed from the app Settings. You do not need to generate or paste an Assets API token there.

Settings for Administrators

Last updated: October 12, 2026