Frequently asked questions

I see "Read only" or "Licence inactive". What should I do?#

Ask an administrator to grant you a role in Settings › Access. "Licence inactive" means the subscription is no longer active: see Editions and licensing.

Who becomes a compliance manager?#

An administrator grants the role, to a person or to a Jira group, from Settings › Access. Only the Administrator role and the Jira administrator right manage roles. See Roles.

I cannot approve the statement. Why?#

The "Approve" button is blocked while blocking steps remain: each control must be justified (kept or excluded), and each control marked "Implemented" must cite a reference, a task or a piece of evidence. The screen lists what is missing under "Steps towards approval". See Statement of Applicability.

How do I change a statement that is already approved?#

Click "New revision". The approved version is kept as it is; you edit a new draft.

Why does my assessment create no task?#

A task is created only for a gap. If you answer "Yes" or "Not applicable", there is nothing to do. Also check that you ticked at least one framework and saved with "Save the assessment".

What happens if I re-run the assessment?#

Work already started (status, evidence, ticket) is kept. Saving replaces your previous answers with those on screen. Tasks whose gap is closed but which carry work are set aside, not deleted.

Why are my Jira tickets not created, or not all of them?#

First check that a project is chosen, and that you can create tickets in it. The app creates at most eight tickets at a time: run it again, nothing is created twice. If the screen says tickets are being created elsewhere, wait two minutes. See Action plan.

The ticket status does not follow my task's status.#

The app uses your identity: if you do not have the right to make the transition in Jira, or if the workflow requires a mandatory field, the ticket does not follow. The task status is saved anyway, and the screen says so.

Can I set a task to "Verified" from Jira?#

No. Moving the ticket to "Done" in Jira moves the task to "Implemented". Verification is done in the app.

What does "Evidence to renew" mean?#

The task's latest evidence is older than one review cycle of that task. Add recent evidence.

What is the difference between evidence, a reference and a frozen Jira query?#

Evidence is a name, a type, an optional https:// address, or a file. A reference is the free text you cite in the Statement of Applicability for a control. A frozen Jira query is the list, at a given date, of the tickets a query selects, with a fingerprint.

Why "Unknown account" in the audit log?#

That account is no longer found in the Atlassian directory: deleted, deactivated, or out of reach. If the directory does not answer, names are replaced by the end of the identifier. The full reference is in the CSV export. A closed account is shown as "Closed account".

Does the AI have access to my evidence or my names?#

In part, and only when you run an assistant function (Advanced edition).

• Evidence. "Review with the assistant" sends the piece's name (the file's original name), its type and the date it was added; for a frozen Jira query, the query, the number of issues and the first ten keys. The content of a file is never read or sent. "How we implement it" sends the name and type of the evidence attached to the control.
• Texts. A function sends what you have written in the object it works on: a section or the whole text of a policy, the description of a risk, the answers to a control's assessment with their notes.
• Names. The app does not send owners, and replaces by their role the names of the people the object names (and yours). It does not know the others: the name of a third party written in a free text goes with the text. This applies to all twelve functions, the two oldest ("Explain this task", "Suggest evidence") included.

The detail, function by function, is in AI assistant and in Security and privacy.

Does the app change accesses in Jira?#

No. An access review lists what should be removed; you remove it by hand in Jira.

How do I hand a file to my auditor?#

Open the Audit pack page and click "Generate the audit pack" (Advanced edition). Hand over the zip. It contains the report, the CSV files, the Excel workbook and a fingerprint manifest the auditor can re-verify without the app. The evidence files themselves are not in the zip.

What does "Advanced edition" mean next to a button or a choice?#

The feature is part of the Advanced edition: the AI assistant, the audit pack, the JSM presets ("Approved changes", "Resolved incidents") and reading JSM Assets. In Standard, the screen says so instead of failing; the free Jira query and the light asset register stay available, and whatever was already frozen or read stays readable. See Editions and licensing.

Does the app send me e-mails?#

Only if an administrator or compliance manager ticks the reminders in the monitoring settings. They are off by default. Jira sends the message, to the person assigned to the task's ticket.

Why does the people search find nobody?#

The app searches Jira's directory with your own account: Jira shows users only to people who hold the global permission "Browse users and groups". Without it, the app tells you so instead of showing an empty list. Ask a Jira administrator for that permission; the app does not work around it.