Troubleshooting

Common problems and what to do about them. Most come from limits in Jira itself.

Quick Fixes

Try these first:

Refresh the page.
Check the template is Active.
Check you opened the space and work type the template is assigned to.

The template doesn't fill in Jira's Create dialog

Check:

The template has an assignment for that space and work type, or that portal request type.
Auto-apply is on for that assignment. Assigning a template only makes it available; Auto-apply makes it fill in.
Another template doesn't hold that slot. Only one template auto-applies to a space and work type.

A field isn't set

In Jira's Create dialog, a field fills in only if it is on that space's create screen. Add it to the screen, or use Create work item from template.
On the portal, assignee and reporter can't be set, and environment can't be filled in anywhere. The template form marks these not on portal and manual only.
If a space refuses an optional field, the work item is created without it and the message names the field.

Child items weren't created

Jira's Create dialog can't add work items. Use Create work item from template, Apply template or a schedule.
A sub-task can't have children.
A space with no sub-task work type can't take sub-tasks.

A question shows as [Customer name]

That's the Create dialog or the portal: nobody can be asked there. Replace the text by hand, or use Create work item from template, which asks first.

A schedule didn't run

Check:

The schedule is Active, its start date has passed and it hasn't ended.
The run didn't fall on a day off under Weekends and holidays.
Skip while the previous item is still open isn't holding it: the last work item may still be open.
The schedule's history. A skipped or failed run says why.

Schedules are checked every 5 minutes, so a run can appear a few minutes after its time. After an outage, a schedule catches up with one work item for the latest run it missed.

A run failed

The history shows the reason. A common one is a template that was made Inactive or deleted. Fix it and use Run now to check; the red banner clears once a run works.