Most of our FAQs can be found on the relevant pages of the Purchasing & Admin or How-To section. If you can’t find the answer you’re looking for, please reach out to our Customer Support Team and we'll be happy to help.
What does this error message mean?
“Cannot detect Epic issue type”
There are 3 common causes for receiving this error message on the User Story Map:
The Epic Name custom field is not on the Screen used by your Project
Your board filter query excludes the Epic issue type
You do not have the 'Create Issues' permission
If other users are able to load the Story Map, it is likely that the cause is #3.
To resolve this issue, ask an Administrator to grant you the Create Issue Permission.
If you're still experiencing this error after that, please send through a copy of your troubleshooting information to our Support Team using this process.
"500 -Duplicate key" OR "Duplicate field reference error"
The most common cause of a 500 error is when a field is added to multiple tabs on a screen. Jira does not permit this.
You will need a Jira System Administrator as it requires database access.
Follow the steps in this Atlassian Knowledge Base Article to obtain the name of the duplicated Field and its Screen. SQL access to your Jira database is required to complete this process.
Navigate to JIRA Administration > Issues > Screens
Look for the Screen mentioned in the SQL query result e.g. "SSD: Scrum Default Issue Screen"
Click Configure and look for the field e.g. "assignee"
Remove one of the fields from the screen.
In case there are multiple tabs, check for each tab whether the field is called twice.
More details can be found in this JIRA Knowledge Base article: https://confluence.atlassian.com/jirakb/createissuemeta-returns-duplicate-key-error-872016885.html
500 - Internal Server Error
These errors are most commonly caused by an issue on your Jira instance, not Easy Agile User Story Maps. Easy Agile User Story Maps relies on Jira to fetch all its data and doesn't store any of its own.
If you encounter this error, we would suggest your first point of call is to reach out to your Jira Administrator.
A 503 error is usually caused by Jira itself being down temporarily.
There are typically 2 causes of a 503 error:
Jira is down or under heavy load. This can be resolved by waiting or contacting your internal Help Desk Team to flag the issue
The Story Map you are trying to load is requesting too many projects or issues. Please review the JQL of the filter being used by the board. If the filter is referencing more than 10 projects, you may encounter the following Jira Software Server/DC bug. Alternatively, if your filter is requesting thousands of Epics or stories, this can impact the performance of your Jira instance and cause a 503 error.
If you've identified the issue to be caused by #2, you can read more about troubleshooting this issue in our support doc here. If you are still encountering this error after following the support doc, could you please send through a copy of your support information to our Support Team here.
400 - A value with ID 'xxxxx' does not exist for the field 'project'
This error is most commonly caused by a board filter that includes a project that you don't have access to. The most common cause is that a project key has been renamed but it's also possible that access permissions have been changed or a project has been deleted.
First, take a look at the projects listed in the JQL filter for your agile board and verify that you can access all of them.
You can find Atlassian documentation on how to view and edit your board filter here.
As an example if your board filter looks something like this `Project IN (DEV, WEB) ORDER BY Rank` you will need to check that you can load the DEV and WEB projects.
400 - The value 'xxxxx' does not exist for the field 'component'
This error is most commonly caused by a board filter that includes a component that has been deleted.
First, take a look at the components listed in the JQL filter for your agile board and verify that you can access all of them.
You can find Atlassian documentation on how to view and edit your board filter here
As an example if your board filter looks something like this `Component IN (WEB, APP) ORDER BY Rank` you will need to check that both the WEB and APP components exist.
Why am I seeing “User-installed apps may not be compatible”?
When enabling a Content Delivery Network (CDN) on Jira Data Center you will be presented with this warning message about Easy Agile Programs. Despite the warning, the app will continue to function unless you have users that use Internet Explorer 11 (IE11) to access the app.
If you would like to enable the CDN and have IE11 users, please reach out to our Support Team here.
Why is drag and drop disabled?
A "Drag and drop disabled" error message appears.
The clause "ORDER BY Rank ASC" is not present in your board filter. This prevents the ranking on the story map from being saved.
Add the "ORDER BY Rank ASC" clause to the end of your board filter query.