Installation error

Symptoms

You cannot install the app and you get the following error:

Installation failed. The app defined an unknown module (jiraProjectPages).

Solution

This error occurs because you are not in Service Management. Switch to the Service Management by clicking the icon with dots in the upper left of the window, and try installing the app again.

Open

Anonymous users cannot open the widget

Symptoms

Anonymous access was configured on your service portal, and non-authenticated users see the widget, but they get an empty area (Error 500) when trying to open it:

Open

Solution

In your Jira project, go to Customers and make sure that Anonymous Kbot User is present in the list. If such a user is absent, re-install the application.

Configuration error

Symptoms

You have changed the configuration in Koji settings, but there are no changes in the chat.

Solution

Option A: refresh the page with your chat.

Option B: click the hamburger menu in the upper left of the chat and select Clear the chat.

Ticket creation error

Symptoms

A user is trying to create a ticket and gets the following error:

Your request could not be created. Please check the fields have been correctly filled in. Please provide a value for required field 'Who is the employee manager?'

Solution

The request that the user is trying to create implies selecting a user from the list. Only Service Desk agents have access to users list.

• Make sure the user is present in Project settings > People. If the user is not there yet, invite them.

• Assign the Service Desk Customer role to this user.

Confluence Articles are not displayed

Symptoms

Confluence Articles exist in your knowledge base, but they are not displayed in the Portal and in Koji.

Solution

• Open your project.

• Go to Project settings > Knowledge base.

• Make sure that the space is not “Private”.

Getting the latest configuration updates

Symptoms

An administrator modifies settings, such as user permissions, but they are not applied in users' chats.

Solution

To get the latest updates on the configuration, type renew in the chat.