JiBrok time in status Time in Status (Forge) for Jira Cloud
Work calendars
Time in Status fields
Timer fields
Stopwatch fields
Time Between Dates fields
Events and field context
Issue panels
Reports and export
Administration
Reference information

Troubleshooting and FAQ

Field shows no value / is empty

Possible causes and fixes:

  1. Field setting is inactive - open the admin panel, find the field setting, and make sure the Active toggle is on.

  2. No field context binding - the Jira custom field must be bound to a field setting via its context. Go to Jira Settings > Issues > Custom fields, find the field, open Contexts and default value, and verify a field setting is selected. See Field context configuration.

  3. JQL filter excludes the issue - if the field setting has a JQL filter, the issue may not match it. Check the JQL filter in the field setting and verify the issue matches.

  4. Issue date limit - if the field setting has an Issue Date Limit, issues created before that date are not processed.

  5. Recalculation needed - for existing issues, the app needs to process their changelog. Go to the Recalculation tab and run a recalculation for the affected context.

  6. Processing is paused - check the Recalculation tab for a “Processing Paused” indicator. If paused, click Resume.

Panel is not visible on the issue

Possible causes and fixes:

  1. Panel visibility not configured - panels are hidden by default. You need to enable them via panel visibility settings. Check that the tis-cloud-panels property includes the panel type (tis, sw, tmr, or act) for the relevant issue type.

  2. No web panel configured - creating a web panel in the admin panel defines what to show, but you also need panel visibility to control where it appears. Make sure both are set up.

  3. Wrong project or issue type - if the web panel is scoped to specific projects or issue types, the issue may not match.

  4. Jira caching - Jira may cache panel visibility. Try refreshing the issue page or waiting a few minutes.

Field values are not updating

Possible causes and fixes:

  1. Processing is paused - check the Recalculation tab for “Processing Paused” status.

  2. Rate limits reached - if your instance generates a high volume of updates, the app may be throttled. Values will continue updating at a reduced rate. See Technical limits.

  3. Field is inactive - verify the Active toggle in the field setting.

  4. Scheduled refresh timing - some updates happen on a schedule (every 5 minutes or hourly) rather than immediately. For actively running stopwatches/timers, the DateNextUpdate property controls when the next refresh occurs.

  5. Check freshness - go to the Recalculation tab and click Refresh on the relevant context to see current freshness statistics.

Stopwatch or Timer is not starting

Possible causes and fixes:

  1. No matching event trigger - verify that the start events in the field setting match the actual changes happening on the issue. For example, if the start event is STATUS_TO “In Progress”, the issue must transition to “In Progress” (not just be in that status already).

  2. Event not in changelog - the app reads the issue changelog to detect events. If a change does not appear in the changelog (e.g., bulk operations that skip changelog), the trigger will not fire.

  3. Wrong event type - make sure you are using the correct trigger type. For example, STATUS_TO requires an exact status ID match. Check that the status IDs in your trigger match your workflow.

  4. Custom event misconfiguration - if using CUSTOM_EVENT triggers, verify the custom event’s field, action, and value settings match the actual changes.

  5. Already in target state - a start event only fires if the stopwatch/timer is in a state that allows starting (Inactive or Paused). If it is already Running, start events are ignored.

  6. Run recalculation - after fixing triggers, run a Full recalculation to reprocess existing issues from their changelog history.

Calendar changes not reflected in values

After modifying a calendar (changing working hours, adding holidays, changing timezone), existing field values are not automatically recalculated.

Fix: Go to the Recalculation tab and run a Full recalculation for all contexts that use the modified calendar.

JQL search returns no results

Possible causes and fixes:

  1. Wrong syntax - Forge uses schema properties, not the Connect entity property syntax. The correct syntax is: 
    "Your Field Name[PropertyAlias]" operator value

    See Time in Status JQL for the correct syntax.

  2. Case sensitivity - text property values (StateValue, DisplayValue) are case-sensitive. Use "Running" not "running".

  3. Field name mismatch - the field name in JQL must exactly match your Jira custom field name, including spaces and capitalization.

  4. Field has no value - if the field has not been calculated for any issues (no recalculation run), there are no values to search. Run a recalculation first.

  5. Wrong property alias - verify you are using the correct property alias from the documentation. For example, use TimeInHoursValue (not timeInHoursValue or TimeInHours).

Import errors

Possible causes and fixes:

  1. File too large - maximum import file size is 5 MB. If your export is larger, try exporting fewer sections at a time.

  2. Invalid JSON - the file must be valid JSON. If you edited it manually, check for syntax errors (missing commas, unclosed brackets).

  3. Wrong format version - the Forge app expects format version 1 (Forge) or version 2 (DC/Server for automatic conversion). Other formats are not supported.

  4. Missing references - if imported field settings reference calendars that do not exist, the import will show warnings. Import calendars first, then field settings.

  5. Name conflicts - if items with the same name already exist, choose a conflict strategy: Skip (keep existing), Overwrite (replace), or Rename (import with modified name). See Import/Export.

Timer shows “Failed” but issue was resolved on time

Possible causes:

  1. Wrong calendar - the timer may be using a 24x7 calendar while you expected business hours. Check the calendar in the timer field setting.

  2. Goal misconfiguration - if using JQL-based conditional goals, a different goal may have matched than expected. Check the goal order (first match wins).

  3. Pause events missing - if the timer should pause during certain periods (e.g., “Waiting for Customer” status) but no pause events are configured, time accumulates continuously.

  4. Calendar Select field - if a Calendar Select field is configured but the issue does not have a value, the timer uses the default calendar which may have different hours.

Web panel shows different values than the custom field

This is expected behavior. Web panels and custom fields can have different configurations:

  • Different calendars
  • Different status selections
  • Different time formats
  • Different event triggers (for Stopwatch/Timer panels)

Each configuration calculates independently. If you want them to show the same values, make sure both use the same calendar, statuses, and settings.

Contact support

If you cannot resolve your issue with the steps above:

  1. Go to the admin panel and note the App version and Installation ID from the app info section
  2. Describe the issue, including:
    • What you expected to happen
    • What actually happened
    • The field type and setting name
    • The issue key where you see the problem
  3. Contact support through the Atlassian Marketplace or the app’s support channels

Related Docs

JiBrok time in status Time in Status (Forge) for Jira Cloud
Work calendars
Time in Status fields
Timer fields
Stopwatch fields
Time Between Dates fields
Events and field context
Issue panels
Reports and export
Administration
Reference information
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