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FAQ
Preguntas comunes
How does the Marketplace add-on differ from your SaaS service?
When installing the Marketplace add-on:
You get Screenful embedded within your JIRA UI (but you can also use it as a web app)
Any user in your Jira instance can join the Screenful account without an invitation
You will be billed by Atlassian instead of Screenful
The pricing is according to the number of users in your Jira instance
There is no single-sign-on option
When deploying as a SaaS service via the Screenful website:
You use Screenful as a standalone web app, not embedded within the Jira UI
Each user must be invited to log in to Screenful (you can choose who gets access)
You will be billed by Screenful instead of Atlassian. Prices are according to the pricing page.
Single-sign-on is available as an option in the Enterprise plans
You can learn more about the deployment options from this article.
When installing the Marketplace add-on:
You get Screenful embedded within your JIRA UI (but you can also use it as a web app)
Any user in your Jira instance can join the Screenful account without an invitation
You will be billed by Atlassian instead of Screenful
The pricing is according to the number of users in your Jira instance
There is no single-sign-on option
When deploying as a SaaS service via the Screenful website:
You use Screenful as a standalone web app, not embedded within the Jira UI
Each user must be invited to log in to Screenful (you can choose who gets access)
You will be billed by Screenful instead of Atlassian. Prices are according to the pricing page.
Single-sign-on is available as an option in the Enterprise plans
You can learn more about the deployment options from this article.
How to invite other users via the Jira Cloud add-on?
If you have installed Screenful via the Atlassian Marketplace, others will also see the Screenful link in the Jira UI, and when they click it, they are shown the signup form. So you don't have to send invitation emails in order to invite colleagues, although you can do that as well. When they fill out the form, they will be added to your Screenful account. You can adjust their role and permissions at Account-->Manage Users.
If you have installed Screenful via the Atlassian Marketplace, others will also see the Screenful link in the Jira UI, and when they click it, they are shown the signup form. So you don't have to send invitation emails in order to invite colleagues, although you can do that as well. When they fill out the form, they will be added to your Screenful account. You can adjust their role and permissions at Account-->Manage Users.
How are the lead and cycle times calculated in Jira?
The timings are based on your workflow settings. You can learn more from the Lead Time FAQ.
The timings are based on your workflow settings. You can learn more from the Lead Time FAQ.
Can I create charts based on due dates in Jira
Yes, you can filter charts based on due dates or by status such as overdue. You can also track the amount of work planned for the future using the Workload (planned) chart. Learn more about setting up the workload (planned) chart for Jira.
Yes, you can filter charts based on due dates or by status such as overdue. You can also track the amount of work planned for the future using the Workload (planned) chart. Learn more about setting up the workload (planned) chart for Jira.
Can I import my Jira Service Desk project?
Yes as long as there’s a Jira Software instance available in addition to the SD. Here’s a step by step guide for importing Jira Service Desk projects.
Yes as long as there’s a Jira Software instance available in addition to the SD. Here’s a step by step guide for importing Jira Service Desk projects.
Can I import Jira Work Management projects?
The boards that are created by default for Business projects (a.k.a. Jira Work Management projects) are technically not "boards" in the same sense as the Jira Software project kanban boards. For example they're not available via the Jira API, so we can't integrate directly with them. The good news is that the same work around that exists for Jira Service Management projects also works in this case.
https://screenful.com/jira/create-dashboards-for-jira-service-desk
The boards that are created by default for Business projects (a.k.a. Jira Work Management projects) are technically not "boards" in the same sense as the Jira Software project kanban boards. For example they're not available via the Jira API, so we can't integrate directly with them. The good news is that the same work around that exists for Jira Service Management projects also works in this case.
https://screenful.com/jira/create-dashboards-for-jira-service-desk
What are the main differences between the Jira Cloud add-on and the stand-alone app?
When installing the Marketplace add-on:
You get Screenful embedded within your JIRA UI (but you can also use it as a web app)
Any user in your Jira instance can join the Screenful account without an invitation
You will be billed by Atlassian instead of Screenful
The pricing is according to the number of users in your Jira instance
There is no single-sign-on option
When deploying as a SaaS service via the Screenful website:
You use Screenful as a standalone web app, not embedded within the Jira UI
Each user must be invited to log in to Screenful (i.e. you can choose who gets access)
You will be billed by Screenful instead of Atlassian. Prices are according to the pricing page
Single-sign-on is available as an option in the Enterprise plans
When installing the Marketplace add-on:
You get Screenful embedded within your JIRA UI (but you can also use it as a web app)
Any user in your Jira instance can join the Screenful account without an invitation
You will be billed by Atlassian instead of Screenful
The pricing is according to the number of users in your Jira instance
There is no single-sign-on option
When deploying as a SaaS service via the Screenful website:
You use Screenful as a standalone web app, not embedded within the Jira UI
Each user must be invited to log in to Screenful (i.e. you can choose who gets access)
You will be billed by Screenful instead of Atlassian. Prices are according to the pricing page
Single-sign-on is available as an option in the Enterprise plans
Why do I need to create a separate Screenful account for the Jira Cloud add-on?
Screenful stores data outside Jira so a mechanism for authentication and authorisation is needed. Screenful can always be used in stand-alone mode, just browse to screenful.com/login and log in with your Screenful credentials.
Screenful stores data outside Jira so a mechanism for authentication and authorisation is needed. Screenful can always be used in stand-alone mode, just browse to screenful.com/login and log in with your Screenful credentials.
How do I invite my colleagues from Jira?
You can invite colleagues by sending them an invitation.
If you have installed Screenful via the Atlassian Marketplace, your colleagues can join by simply clicking on the Screenful app link within the Jira UI (see the “Apps” menu on the top navigation). They will be prompted to signup after which they will join the account created by you. Initially they have “Member” status and can access all the Screenful features. You can change their status in the Account settings.
You can invite colleagues by sending them an invitation.
If you have installed Screenful via the Atlassian Marketplace, your colleagues can join by simply clicking on the Screenful app link within the Jira UI (see the “Apps” menu on the top navigation). They will be prompted to signup after which they will join the account created by you. Initially they have “Member” status and can access all the Screenful features. You can change their status in the Account settings.
What is the lifecycle of an Jira Cloud add-on?
The add-on is installed from the Atlassian Marketplace. Like all paid add-ons there is a free 30-day trial. If you continue using the add-on after the trial ends it will become a regular add-on and Atlassian will add the fees to your invoice.
If you uninstall the add-on during or after the trial, your Screenful account will be immediately deleted together all of the data. If you disable the add-on, your Screenful account will be immediately suspended, and it will be deleted if you don’t enable it within 30 days.
The add-on is installed from the Atlassian Marketplace. Like all paid add-ons there is a free 30-day trial. If you continue using the add-on after the trial ends it will become a regular add-on and Atlassian will add the fees to your invoice.
If you uninstall the add-on during or after the trial, your Screenful account will be immediately deleted together all of the data. If you disable the add-on, your Screenful account will be immediately suspended, and it will be deleted if you don’t enable it within 30 days.
Solución de problemas
My credentials are correct but authorization fails
If you’re connecting to Jira cloud you need to create and use an API token, but if you’re running Jira Server use your password. Read more here. If you’re trying to connect Jira Service Desk head this way.
If you’re connecting to Jira cloud you need to create and use an API token, but if you’re running Jira Server use your password. Read more here. If you’re trying to connect Jira Service Desk head this way.
I can’t connect to my self-hosted Jira instance
A firewall maybe blocking Screenful from accessing your Jira API. You need to enable access.
A firewall maybe blocking Screenful from accessing your Jira API. You need to enable access.
My sprint data doesn’t match Jira sprint reports
Jira sprint reports exclude sub-tasks. You can set a filter to match this. Note that the Jira sprint report data is not available from the Jira API, which may also lead to small discrepancies.
Jira sprint reports exclude sub-tasks. You can set a filter to match this. Note that the Jira sprint report data is not available from the Jira API, which may also lead to small discrepancies.
How do I change the Jira password that is associated with the integration?
1. Go to Settings ► Integrations ► Jira
2. Click on the "Disable integrations" button
3. Enter the new credentials and click on "Connect" button
1. Go to Settings ► Integrations ► Jira
2. Click on the "Disable integrations" button
3. Enter the new credentials and click on "Connect" button
How do I set permissions for my Jira board? I have added Screenful user, but my charts are empty
Here's are step-by-step instructions for authorising access to the Jira API and for setting permissions for the Jira Cloud add-on
Here's are step-by-step instructions for authorising access to the Jira API and for setting permissions for the Jira Cloud add-on
I already singed up via your website, can I transfer my account to Jira add-on?
You'd need to close your account at (Account->Billing tab) first before signing up to another account using the same email address. You can't attach an existing Screenful account to the Marketplace add-on, unfortunately.
You'd need to close your account at (Account->Billing tab) first before signing up to another account using the same email address. You can't attach an existing Screenful account to the Marketplace add-on, unfortunately.
I installed your marketplace add-on but can’t create data sources because of an authorization failure
Reinstalling the add-on might help in this case. You need to stop the trial first, and then uninstall the add-on. After that, you can install it again and continue with your trial.
Reinstalling the add-on might help in this case. You need to stop the trial first, and then uninstall the add-on. After that, you can install it again and continue with your trial.
I can’t install the Screenful add-on from Atlassian Marketplace
If you try to install the add-on with a direct link you may get an error message like “Add-on key is invalid”. Most likely this means that you’re not logged in to Jira with sufficient administrator privileges to install add-ons. Check your permissions or cantact your Jira admin.
If you try to install the add-on with a direct link you may get an error message like “Add-on key is invalid”. Most likely this means that you’re not logged in to Jira with sufficient administrator privileges to install add-ons. Check your permissions or cantact your Jira admin.
I can’t see my Jira board
It can happen that the Jira board you need is not visible in dashboard creation wizard. The most common reason is that the user you’re using to authorize the connection does not have access to that board. If you’ve installed Screenful from the Atlassian Marketplace check this guide. If you’ve installed Screenful as a stand-alone web app, start from here.
It can happen that the Jira board you need is not visible in dashboard creation wizard. The most common reason is that the user you’re using to authorize the connection does not have access to that board. If you’ve installed Screenful from the Atlassian Marketplace check this guide. If you’ve installed Screenful as a stand-alone web app, start from here.
Why is the total number of issues that I see in Jira different to Screenful?
Two common scenarios could cause the difference. First, if any Jira columns are excluded in Screenful workflow settings, issues from those Jira columns won't be imported to Screenful. In addition, if there are Jira statuses that are not mapped to any Jira column in the Jira board configuration view, issues with those statuses are not imported to Screenful.
Two common scenarios could cause the difference. First, if any Jira columns are excluded in Screenful workflow settings, issues from those Jira columns won't be imported to Screenful. In addition, if there are Jira statuses that are not mapped to any Jira column in the Jira board configuration view, issues with those statuses are not imported to Screenful.
I cannot connect Screenful to Jira Cloud, it always says “invalid credentials”
When using Jira Cloud, you have to authenticate with Jira API by using the API token instead of password
When using Jira Cloud, you have to authenticate with Jira API by using the API token instead of password