Support | Sprint Organizer Documentation
Support documentation.
If you encounter issues or need help with Sprint Organizer for Jira, use the following resources.
Documentation
Start with this documentation to:
- Install and configure the app
- Learn Sprint Reporting & JQL
- Explore Global Administration
- Explore Space Pages
- Understand synchronization and permissions
- Troubleshoot common issues
Troubleshooting
Before contacting support, check the following:
- Documentation - Check the available documentation before opening a support request. Many common questions and issues are already covered in the documentation.
- Troubleshooting Guide
- Frequently Asked Questions (FAQ)
- Synchronization - Most Sprint Organizer data is synchronized automatically. If recent changes are not yet visible, verify that synchronization has completed and allow a few moments for asynchronous updates to finish.
- Sprint synchronization
- Sprint Reporting field updates
- Sprint Data - Verify that the selected board contains sprints.
- Project Configuration - Ensure the correct Jira project and board are selected.
- Filters - Check whether active filters are hiding sprint data.
- Access & Permissions - Sprint Organizer respects Jira's permission model. Verify that you have access to the affected project, board, sprint, and issue, and that the required Jira permissions are available.
- Project access
- Board access
- Sprint access
- Issue access
- Jira permissions
- Diagnostics - Collect as much information as possible before contacting support. Reviewing recent sprint events can help identify the root cause of the issue.
- Sprint Audit Log
- Reproduce the issue
- Refresh the page
Feedback and Feature Requests
We welcome feedback and ideas for improvement.
Use below mentioned support channels to:
- Suggest new features
- Report usability issues
- Share use cases
Best Practices
Following these recommendations helps ensure accurate sprint reporting and reliable synchronization:
- Keep Sprint Data Consistent - Avoid making frequent or unnecessary changes to active sprints. Consistent sprint configuration improves reporting accuracy and reduces synchronization delays.
- Allow Time for Synchronization - Sprint Organizer processes sprint updates asynchronously. After creating or modifying a sprint, allow a short period for synchronization to complete before verifying the results.
- Review Sprint Changes - Use Sprint Audit Log to verify recent sprint modifications and investigate unexpected changes before reporting an issue.
- Verify Permissions - Ensure that users have the appropriate Jira permissions to access the required projects, boards, and issues. Most visibility-related issues are caused by Jira permission restrictions rather than Sprint Organizer itself.
- Stay Up to Date - Always use the latest version of Sprint Organizer to benefit from new features, performance improvements, and bug fixes.
Contact Support
If the issue persists, contact us via support channels mentioned below:
- Go to the app listing
- Open the Support section
- Submit a request
Provide the following details to speed up resolution:
- Description of the issue
- Steps to reproduce
- Space and work type (if relevant)
- Screenshots or recordings
- Timestamp of the issue
Support Portal
Contact Information
Response Time and SLA
- We typically respond within 24 hours on business days
- Service Level Agreement