Support

Here is the list of most frequent questions that we receive:

Q: The Original Estimate field does not affect my data after change.

It is because we do not use the original estimate field, we only use the remaining estimate field as this is the only field that should be touched after setting the original estimate during planning.

Please only use the remaining estimate.

Q: I'd like to see the capacity at the sub-task level. The Capacity metrics are only reflected at the story level.

The tracker pulls everything based on your board filter (issues, sub-tasks, bugs, etc) and process them the same way. So if your filter includes sub-tasks, they will get considered in the tracker.

Make sure to check your board's filter.

Q: Do you have an API?

We provide a REST API, you can check how to use it here.

Q: The scroll does not work, I cannot see the full page.

Make sure the version of Capacity Tracker you are running is the latest version on the marketplace.

This is most of the time related to an unsupported, older version of JIRA.

Q: Is historical data available?

Capacity Tracker is not a planner, only a tracker. It does not store historical data.

That being said we provided a CSV download ability so you could download the data at the beginning and the end of the sprint to be able to compare.

Q: I'd like to see an overview of all my sprints, all at once.

Make sure to update the capacity tracker as this has been implemented in our latest release.

You can find the consolidated view in the sprint dropdown on the top right corner of the tracker.

Q: How do I switch from Sprint Based and Version based capacity tracker?

Sprint or Version based are automatically set by the Tracker on top of each Jira board settings depending on the project board type. If the board is an Scrum board then the period for capacity tracking is a Sprint. if the project board is a Kanban board then the period for capacity tracking is a version (also, called release/fix version). So if any items within a board use a version and this board is not an Agile board then tracker consider this board a version based.

Q: How do I add/change/remove roles?

We have set some default options (Analysis, Dev, Test, UX). Because these do not fit all use cases we also have implemented a way to add your own roles. The Custom option allows you to create your own category, however as it is not stored in a database the workings will be a bit different than a usual add/change/remove process.

Indeed, we only store the role in the user configuration, meaning that we will parse the configuration each time you load the page and collect all unknown roles as Custom. After a role modification, if the “count” of a custom role (the amount of users that uses this particular role) reaches 0, the custom role will disappear from the dropdown selection after the next reload.

So if you’d like to modify a role, you will need to create a new Custom role, assign all the users in this sprint that used the former to the new role and reload. This will effectively remove the previous role from the dropdown. The same operation will work to delete a role.

Q: I have a licensing questions (trial extension, refund, etc.)

We unfortunately do not handle licenses, Atlassian does, we advise you to contact them directly in order to save time. You can do so by following the link to their marketplace support portal: https://support.atlassian.com/

Q: My trial expired and/or I would like an extension.

We unfortunately do not handle licenses, Atlassian does, please contact them directly in order to save time. You can do so by following the link to their marketplace support portal: https://support.atlassian.com/

Q: How do the issue type filter work?

We provide an easy way to filter the Jira issues the tracker should use when computing the capacity report. Please note that this filter is applied after your Jira board filter.

It means if your board filter does not include a specific issue type, we will not be able to use it even though you specified it in the tracker settings.

Please, do note that because of Jira’s own limitations we are not able to load the list of issue types for boards that contains more than 25 projects. This means that the feature will be disabled.

If the filter was set, the filter will remain applied and will not be changeable anymore.

Q: Do you support Jira server to cloud migration?

Yes, we do support server to cloud migration through Jira Cloud Migration Assistant. As an alternative, we provide a manual way to export/import data through the CT admin configuration page. However we highly recommend you to only migrate through JCMA and not manually. For more details, please refer App Migration documentation page.

Q: I want to contact you.

If you would like to get in contact with us, please open a support ticket and we will come back to you.