Troubleshooting and support
Troubleshooting and support
This page collects observable symptoms, their likely cause and safe resolution steps — only those the app actually offers. Message texts are quoted verbatim; some server messages appear in English only or German only regardless of the configured language.
The installation will not start
| Symptom | Cause | Resolution |
|---|---|---|
| Install button disabled: “Please choose a language first (step 1 above).” | Expected behaviour — no installation without a language choice. | Choose English or Deutsch in Setup and start again (Language, project type and required entries). |
| “Please name the person responsible first – otherwise nobody but you can see the ISMS issues.” | The ISMS-responsible person (CISO) is not named. | Fill in the Step 3: Person responsible card and Save. |
| “Please confirm the notice about the earlier ISMS projects first.” | Legacy projects (ISMSANF/ISMSAUN/ISMSMM/ISMSRISK) exist on the site. | Read the card Earlier ISMS projects on this site and tick “Understood — …”. The app moves no issues; the filters return results only after the manual move. |
| “Please install the ISMS Home project first.” | A content pack was started before the base project. | Install ISMS Home first (Installing ISMS Home). |
| “Please install Jira filters before Confluence.” | The filter phase of the ISMS job has not finished yet. | Wait for it to complete, use Complete filters if needed, then start the Confluence module. |
| Red banner “🔒 No active license …” | Licence not active or status stale. | Re-check license; if the problem persists, contact maplee. |
An installation job hangs or fails
- The error message is shown on the module’s card. Retry from failed step resumes the job exactly there — nothing is created twice.
- If a job reports no progress for 15 minutes, the app marks it as failed itself (“The job stopped unexpectedly (no progress for 15 minutes).”) — the retry button is then the right way forward.
- A job can also finish successfully with warnings (“⚠ n warnings”). They state which partial result is missing (e.g. filters not created) and how to catch up.
- Most common causes: missing app permissions on the instance, or new permissions not yet accepted after an app update.
- For the BSI catalog: pick a smaller selection and start again.
- If the app language was switched after the job started, the app refuses to resume — discard the job and start it again.
Nobody but me can see the ISMS issues
The permission run is incomplete. In Setup, check the Permissions & check card and click Apply permissions again. If it says “rejected by Jira – re-approve the app permissions”, the app permissions must be re-approved after an update. “incomplete, outstanding” usually means the person has no Jira product licence. Also check that the person is in the role register (Roles and permissions).
Notification not arriving
- Is the master switch under Notifications on? It is OFF by default.
- Is the relevant rule enabled and the role (R/A/C/I) switched on?
- Are the 👤 fields on the item filled?
- Is the expected person already in a higher role (then they receive only one e-mail)?
- Review reminders run via the Review Status & Escalation card — with its own switch and stages (Setting up notifications (RACI)).
An automation does not fire
- Is it enabled in the Automations area? Does Last run show an error?
- Daily helpers only run at the next cycle — use Run now for an immediate result.
- Risk calculation: are likelihood and impact (1–4 each) set?
- Protection-need inheritance: are the linked information objects in status 🟢 Active?
- Without a valid licence, no automations run.
A custom JQL query finds nothing
Two typical causes: (1) the app’s issue types (except Epic) carry an invisible marker character at the end of the name — copy the name from an existing app filter instead of typing it. (2) Status names need their emoji prefix: status = "🟢 Implemented" matches, status = "Implemented" does not.
Questions about document control
- There is no “Document control” entry below the page title. The page sits outside the ISMS space “ISMS Home” — move it there.
- I cannot see the settings. Only page owners and space admins may configure it.
- I cannot save or start anything. Check the licence — without a valid licence everything stays readable but unchangeable.
- Someone did not get an e-mail. Is the site-wide switch in Setup on? The e-mail only reaches accounts with access to the ISMS project; everyone else sees their task below the page title and in My tasks (breakdown: “No email”). Check reachability helps before starting a round.
- Atlassian Teams are not selectable. Platform limit — pick the corresponding group.
The ISMS Agent does not appear
The buttons only appear if Rovo is enabled on your site (Atlassian administration). On the full-screen page the button leads to the Jira app page (Using the ISMS Agent (Rovo)).
A view does not load (after an app update)
If “This view could not be loaded — please reload.” appears, click Reload. On the very first load, Try again helps.
Known limitations
- The Confluence space logo and (with JSM) the knowledge-base link must be set once by hand — Atlassian offers no interface for them.
- On Jira Free, issue security (“Confidential”) is not available; some permission keys are silently skipped on smaller plans.
- The Jira project roles are named Bearbeiter and Beobachter on English sites too.
- The full-screen page’s address can change after a re-installation or site restore — the Jira app page is the stable link.
Contact
For questions, please contact your information security team or maplee (maplee.de).
Related pages
Screenshots from the development environment with sample data.
Documentation baseline: app version 1.1.15 · 2026-08-20