Sprint Verdict foooverse

Support

Everything on this page is public. The internal side — escalation targets, what to check before replying — lives in SUPPORT_PLAYBOOK.md, which is not published.

Getting help

We aim to respond within 2 business days.

Please include your Jira site URL, the board or project, what you expected, and what you saw. Screenshots help more than descriptions.

Common questions

All the numbers are zero

Almost always the estimation field. The app guesses on first run, and sites vary.

Go to Settings → Estimation field and pick the field your team actually estimates in. Story Points is usually right, but some sites use Story point estimate or a custom field. If your team doesn't estimate at all, switch the metric to Issue count.

Someone's leave isn't being counted

On Team, find Where leave comes from and press Test it. It lists everything it read and everything it skipped, with the reason.

Two common causes: the leave issue has no start date, or its status isn't an approved one. Unapproved leave is ignored on purpose — a pending request shouldn't quietly shrink your sprint. If your workflow has no approval step, tick Count leave in any status.

Capacity looks wrong

Capacity is: available days × allocation × hours per day × focus factor ÷ hours per unit.

Too high? Lower the focus factor (default 80% — the share of the day really available for sprint work), or untick people who don't do sprint work on the Team page.

Too low? Raise hours per point in Settings, or check part-time allocations.

The Team page shows available days per person, so you can see which input is off before changing anything.

I can't save team settings

Saving writes to a Jira project property, which needs project admin permission on that project. Reading only needs Browse Projects — so most people see the dashboards fine, and only admins can change the roster.

Two boards show different teams

That's intended. A board is a team, so each board keeps its own roster, leave and holidays. If you're upgrading from a version where the roster was shared across a project, every board inherits that roster until you first edit it — nothing is lost.

Portfolio totals don't match the individual boards

Also intended. Someone working on two boards is counted once in the portfolio total — they have one set of working days, not two. Adding the boards up separately would overstate what the department can deliver, which is the failure that page exists to prevent. It shows how much capacity a naive sum would have invented.

Does our data leave Jira?

No. The app has no external network access and no database. Leave stays as your Jira issues. The team roster is a project property on your own project, readable by you at GET /rest/api/3/project/{KEY}/properties/capacity-tracker.team, and it survives uninstalling the app.

See the privacy policy and security statement for detail.

Before you get in touch

Four things account for most reports:

  1. Wrong estimation field → Settings
  2. A Kanban board, which has no sprints → capacity needs a Scrum board
  3. Scopes not approved by the site admin → Apps → Manage apps
  4. A leave source matching nothing → the Test it dry run says why

The documentation has a fuller troubleshooting section.