Troubleshooting

This guide helps you resolve common issues with Simple Risk Register. If your issue isn’t covered here, contact support.

Installation and access issues

I cannot see Risk Register in the project sidebar

Symptoms: The “Risk Register” menu item doesn’t appear in the project navigation.

Solutions:

  1. Verify installation

    • Go to Jira Settings (⚙️) → Apps → Manage apps
    • Search for “Simple Risk Register”
    • Confirm it shows as “Enabled”

  2. Check project permissions

    • Ensure you have “Browse Projects” permission in the project
    • Try a different project where you have access

  3. Wait and refresh

    • Wait 2-3 minutes after installation
    • Refresh the browser page
    • Clear browser cache if needed

  4. Check app restrictions

    • Ask your Jira admin if app access is restricted
    • Some organizations limit apps to specific projects or groups

Symptoms: The “Related risks” panel doesn’t appear on issue view.

Solutions:

  1. Enable Related Risks panel: Click the gear icon right below the issue summary field and select the Related Risks menu item
  2. Refresh the page - The panel may need a refresh to appear after installation
  3. Check issue view layout - Custom layouts may hide panels; try the standard view
  4. Verify installation - Confirm the app is installed and enabled
  5. Check permissions - Ensure you can view the issue

”Project context not available” error

Symptoms: Error message saying project context is not available.

Cause: The app cannot determine which project you’re in.

Solutions:

  1. Access from project context - Always open the app from within a project (not from a bookmarked URL)
  2. Refresh the page - If you navigated directly, refresh to reload context
  3. Use the sidebar - Navigate via the project sidebar “Risk Register” link

Risk management issues

I cannot create a risk

Symptoms: Create button doesn’t work or shows an error.

Solutions:

  1. Check required fields - Title is required; ensure it’s filled
  2. Check field lengths - Title max 200 chars, Description/Mitigation max 1000 chars
  3. Check status value - Must be Open, Mitigated, or Closed
  4. Check probability/impact - Must be values 1-5

I cannot assign an owner

Symptoms: Owner dropdown is empty or doesn’t show the user I want.

Cause: The owner list comes from assignable users in the project.

Solutions:

  1. Verify user is active - The user must have an active Jira account
  2. Verify project access - The user must have access to the current project
  3. Check assignability - The user must be assignable in the project (check project roles)

Risk score isn’t what I expected

Symptoms: Score doesn’t match probability × impact.

Solutions:

  1. Check values - Score = Probability × Impact (e.g., 3 × 4 = 12)
  2. Refresh the page - Display may need a refresh to update

I cannot edit a risk

Symptoms: Edit button doesn’t work or changes don’t save.

Solutions:

  1. Check network connection - Changes require connectivity
  2. Check field validation - Ensure all values are valid
  3. Try again - Temporary issues may resolve on retry

Issue linking issues

Linked issue search shows no results

Symptoms: Searching for issues returns empty results.

Solutions:

  1. Check project scope - Issues must be in the same project
  2. Check search term - Try searching by issue key (e.g., “PROJ-123”)
  3. Check issue visibility - You must have permission to view the issue
  4. Check limit - Only recent 100 issues are searchable

”Issue already linked” error

Symptoms: Cannot link an issue that’s already linked.

Solution: Each issue can only be linked once to a given risk. Check the Linked Issues section to see if it’s already there.

Linked issue shows wrong information

Symptoms: Issue details (status, assignee) are outdated.

Cause: Linked issue metadata is cached from when the link was created.

Solution: Unlink and re-link the issue to refresh its metadata.

Import and export issues

CSV import failed completely

Symptoms: No risks were imported from the CSV file.

Solutions:

  1. Check file format - Must be a .csv file
  2. Check headers - Required headers: Title, Description, Status, Probability, Impact, Mitigation
  3. Check encoding - Use UTF-8 encoding
  4. Check for BOM - Remove byte order mark if present

Some rows failed to import

Symptoms: Import partially succeeded with errors.

Solutions:

  1. Review error messages - Check which rows failed and why
  2. Check validation rules:
    • Title required, ≤200 characters
    • Description ≤1000 characters
    • Status must be: open, mitigated, closed (lowercase)
    • Probability/Impact must be: 1, 2, 3, 4, 5
  3. Fix and re-import - Correct the failed rows and try again

Export is empty or missing risks

Symptoms: Exported CSV has fewer risks than expected.

Solutions:

  1. Check filters - “Export Filtered” respects current filters
  2. Use “Export All” - This ignores filters
  3. Verify risks exist - Check that the project has risks

Drag and drop issues

Drag and drop doesn’t update a risk

Symptoms: Dragging a risk to a new cell doesn’t save the change.

Solutions:

  1. Refresh the page - Try refreshing and dragging again
  2. Check connectivity - Network issues can prevent saves
  3. Verify risk exists - The risk may have been deleted by another user
  4. Watch for rollback - Failed updates may animate back to original position

Risk jumps back after drag

Symptoms: Risk moves but then returns to original position.

Cause: The update failed (network issue, validation error, or concurrent edit).

Solutions:

  1. Check for errors - Look for toast notifications
  2. Refresh and retry - The risk may have been modified by someone else
  3. Try editing instead - Use the edit form to update probability/impact

Display issues

Heatmap appears empty but risks exist

Symptoms: Table shows risks but heatmap appears empty.

Solutions:

  1. Check filters - Filters apply to both views
  2. Scroll - Risks may be in different cells
  3. Refresh the page - Display may need a refresh

Issue panel says “No risks linked”

Symptoms: Related risks panel shows empty even though risks should be linked.

Solutions:

  1. Verify links - Check the risk register to confirm the issue is linked
  2. Check project - Issue and risks must be in the same project
  3. Refresh the issue - Page may need a refresh to show updated links

Performance issues

App is slow to load

Solutions:

  1. Check network - Slow connection affects load time
  2. Clear cache - Clear browser cache and cookies
  3. Try incognito - Test in incognito/private mode
  4. Check Jira status - Jira itself may be experiencing issues

Changes take time to appear

Cause: Changes are saved immediately but display may lag.

Solution: Refresh the page if changes don’t appear after a few seconds.

Escalation and support

When to contact support

Contact support if you experience:

  • Data loss or corruption
  • App not loading
  • Features not working as documented
  • Errors that persist after troubleshooting

Information to include

When contacting support, provide:

InformationExample
Jira site URLyourcompany.atlassian.net
Project keyPROJ
App versionv1.2.3 (from footer)
Issue descriptionClear description of the problem
Steps to reproduce1. Open app 2. Click X 3. Error appears
ScreenshotsVisual evidence of the issue
Browser/versionChrome 120, Firefox 121
Time of occurrence2024-01-15 14:30 UTC

Support channels