Support

Write to support@plugin-developers.com, or use the contact form at https://plugin-developers.com/contact.html. We answer within two working days.

We cannot see your site or your requests: Quartz stores everything inside your Atlassian site. So the more of the details below you send, the faster we can help.

What to send

This site's details. In Quartz, open Help > Getting started, and under This site and this app choose Copy these details. It copies the site name and address, the Quartz version and edition, the environment, when Quartz was installed and by whom (where Quartz recorded it), your own name, how many SLAs the site has and how many are enabled, the name and time zone of each calendar, how many SLA timers Quartz holds, and the app, installation and environment ids. Paste it into your message. Getting started is in the Help menu of people who can change part of the configuration.
What you did, what you expected, and what Quartz said. Quartz's messages are plain sentences; copy the exact words.
The page's address. Every Quartz page, report view and filter has its own address; copy it from the browser.
When it happened, with your time zone.

Never send us request content you are not allowed to share. A request key is enough.

Before you write

Configuration health (Settings, or the chip in Quartz's tab row) finds most setup problems: a renamed status, a deleted field, a deleted group that a grant or an alert rule names, a calendar that is gone, a JQL Jira will not run. Each problem opens the page that fixes it.
"Quartz has not finished updating <area> yet. It tries again every hour." After an upgrade, Quartz updates your stored configuration in the background. If a step fails, Configuration health names it and Quartz tries again every hour; until then, changes to that area cannot be saved ("Quartz is still updating <area> after an upgrade. Try again in a minute."). If this stays after a day, send the site details from Getting started to us.
"Quartz is still reading this site's history": after an install or an upgrade, counts grow until the read finishes. See Limits and data retention.
"Jira's hourly limit for apps was reached", "Quartz is holding back because this site has used its share of Jira's hourly limit for apps" or "Quartz is keeping the rest of Jira's hourly limit for apps for more urgent work": some work waits until the time the line names, then goes on by itself. Nothing is lost. Settings' configuration health shows what spent the limit this hour and in the last 24 hours. See Limits and data retention.
"Quartz could not check your permissions": Jira did not answer, or its hourly limit was reached, when Quartz asked who you are, or you or this site reached the limits Quartz sets on these checks (a site where many people work in Quartz at once can, on Jira's shared limit). Your permissions did not change, and Quartz checks again by itself. See Limits and data retention.
Check a person (Permissions, Jira admins) explains why someone can or cannot do something.

Common questions

An SLA does not show on a request. Open the request's Quartz SLA panel: when no SLA applies, it lists the SLAs that were skipped and why (disabled, or out of scope, and for people who can read the SLA, which part of its scope did not match). Also check that the SLA timer has started: the panel says what it waits for.

The time looks wrong. SLA timers count working time on their calendar only, less paused time. Check the SLA's calendar (and any goal tier's own calendar), its holidays and date exceptions, the pause conditions, and any extension or exception recorded on the request. The panel's Details shows every cycle and every pause. A goal in days counts working days of the calendar (see "A day on this calendar" in Calendars).

Radar and Reports show different numbers. Radar counts SLA timers that are running now; Reports counts SLA timers that stopped in the chosen range, by outcome. Both count only requests the person looking can browse.

A Jira field is not updating. Look at the freshness line on SLA Fields: it says what is up to date, what waits and since when (or until when, when Jira's hourly limit for apps holds it), and what Jira refused, in Jira's own words. Check that field updates are not paused and that the field's context covers the project. A field that is not on a project's edit screen still gets its value where Jira lets Quartz write past the screen, but a person sees it on a request only once a Jira admin puts it on the screen: the field's page, under Where it can be written, says which projects and how. A paused SLA timer on a working-time goal has no deadline, so a Deadline field is empty while it waits. See SLA Fields.

An alert did not arrive. Open Settings > The alerts Quartz sent: every alert is there with its result, including Jira's own words when Jira refused it (for example when outgoing mail is off on the site). A rule tells only about moments after it was switched on, never about an SLA timer with an exception or one that has not started, and Jira mails only people who can browse the request.

A save was refused with "Someone else is saving a change to Quartz right now. Try again in a moment." Two saves met; try again. If someone saved the same object after you opened it, Quartz says so and asks you to reload, so neither change is lost.

Numbers changed after the upgrade to Quartz 5. Quartz 5 measures every request with one engine: extensions, JQL goal tiers and tier calendars count everywhere, and an SLA with no goal counts as measured, not met. The release notes list the changes.

Can we go back to the previous version? No. Once a site uses an option only Quartz 5 has, the previous version would measure it wrongly, so problems are fixed in later updates of Quartz 5. Your configuration as it was before the update is kept as a pinned backup, which the list of backups shows as "Saved before the Quartz 5 update".

Documentation

Something unclear or wrong on this page? Contact support.