Help Center
Troubleshooting
No Data or Empty Report
Symptoms: Report displays no rows; chart section is empty; zero totals for all time periods.
Solutions:
- Check your date range - make sure From/To dates cover a period where worklogs exist
- Remove all filters and rebuild - if data appears, one filter was too narrow
- Verify permissions - confirm you can view worklogs for the selected project
- Check for logged time - open a Jira issue directly and verify worklogs exist in the Time tracking section
Everything Shows as 0h or Blank
Why this happens: The date range does not overlap with any existing worklogs.
Fixes:
- Expand the date range to "Current year" or "Last 7 days" and rebuild
- Switch View Mode from Days to Months to see aggregated data
- Check that the Users filter includes people who actually logged time
Backlog Scores Not Calculating
Symptoms: Score column shows 0 or blank; metric cells are not editable.
Solutions:
- Check your template - make sure a scoring template is selected (not "None")
- Fill in metric values - score requires all metrics to have values
- Verify formula - in Manage Templates, check the formula references the correct metric names
- Check permissions - you need Member or Global Admin role to edit metric cells
Permission Denied Errors
Symptoms: Error message "PERMISSION_DENIED" when trying to save/edit/delete; buttons are missing from the interface.
Solutions:
- Check your role - go to Settings → My Permissions to see your current role
- Contact your admin - ask them to assign the Member role via RBAC → User Roles
- Verify Jira admin status - if you should be a Global Admin, confirm you have the Administer Jira permission in Jira settings
Gantt Chart Not Rendering
- Refresh the page (Ctrl+F5 hard refresh)
- Check your filters - if the portfolio filter returns zero issues, the chart has nothing to render
- Verify date fields - Gantt requires Start Date and Due Date configured in Portfolio Settings; issues without dates won't appear as bars
- Try a different browser - Chrome or Firefox recommended
Slow Loading / Performance Issues
- Narrow your query - use a smaller date range or fewer projects
- Reduce group-by dimensions - fewer grouping levels = faster report generation
- Check Jira performance - if Jira itself is slow, the app will be slow too
- Browser troubleshooting - close unnecessary tabs, clear cache, try a different browser
Dashboard Gadget Shows No Data
- Confirm the gadget's source scope (project or saved filter) still exists and contains issues
- Confirm you have read access to the issues in the selected scope
- Try removing and re-adding the gadget with a fresh configuration
- Check the portfolio the gadget is linked to still has a valid filter
Capacity Report Shows No Data
- Confirm that the selected project and date range overlap with actual Jira issue estimates or worklogs
- Check that the users included in the report have Jira issues assigned to them in the selected project
- Verify the Working Days setting in General Settings - if working hours are 0, capacity calculations will show 0
Still Having Issues?
Gather: Jira site URL, module you were using, steps to reproduce, and browser console errors (F12 → Console tab). Then contact support at developers@clovity.com.