Help us troubleshoot your case

Here we’ve gathered the information our team needs in most cases to troubleshoot the issues with Smart Checklist⚙️

☝🏼IMPORTANT NOTE for Smart Checklist Forge Users:

Most of the troubleshooting steps below remain relevant for Forge users. However, after upgrading to the Forge app, please ensure the following:

Custom Smart Checklist permissions must be reconfigured after the upgrade to restore user access to checklists. See Permissions & Access
Automation rules that relied on issue properties must be updated to use the Checklists custom field instead. See Automation for Jira

If you experience any issues after migration, please verify these settings first. Additionally, provide your Jira instance URL, screenshots, and screen recordings of the issue when reaching out for support.

1 Useful information to troubleshoot your case – please provide:
2 Additionally, we can ask you to provide:
- 2.1 Browser Console Log file
- 2.2 Migration logs
- 2.3 Smart Checklist app logs from JCMA
3 Troubleshooting the “Unauthorized” error

Useful information to troubleshoot your case – please provide:

instance URL, SEN license number;
Smart Checklist version;
screenshots and/or screen recordings of the checklist behavior that you think is not valid.

Additionally, we can ask you to provide:

Browser Console Log file

Open Browser Console Log and make a screenshot of errors
1. In your Chrome browser, click and then More tools > Developer tools
2. Click the Console tab.
3. Refresh the page with Jira Issue and checklist opened
4. to check for any errors in the console and send them to us as screenshots or screencasts
Generate.HAR file following these instructions from Atlassian.

Migration logs

Location: /JIRA_HOME/log/smart-checklist-migration.log
Or it can be downloaded via the link: /plugins/servlet/railsware/migrationlog

*in case of any issues with JCMA migration from DC/Server to Cloud

Smart Checklist app logs from JCMA

Navigate to System > Migrate to Cloud.
Find your migration in the list.
Click View details.
Click on the 3-dots menu near the Smart Checklist app > Select View logs.

Troubleshooting the “Unauthorized” error

If you encounter the "Unauthorized" error, you can try the following steps:

Execute the commands below (or simply open the provided links in your browser):

Share the results of these commands with the support team.

Try out a solution below

In most cases, the “Unauthorized” error is caused by network settings on the customer/Jira user side. To resolve this, try adding the following resources to the whitelist in your VPN/Firewall settings:

Allow jirachecklist.com and all subdomains (*. jirachecklist.com );

Subdomains are needed if you switch between Free and Pro versions.

Allow smartchecklist.io

Smart Checklist Cloud