FAQ and troubleshooting

Why did no email arrive?

1. Was the reminder already triggered (✅)? One-time reminders trigger exactly once.
2. Does the condition match exactly, for example the correct target status?
3. Jira emails sometimes take a minute or two. The spam folder is worth a look, and the notification also appears in the built-in inbox.
4. For AI reminders: was the statement too vague, or are the site’s AI Credits used up? The current level is visible at the top of the HeadsUp overview page.

Why did an AI reminder trigger (or stay quiet)?

Every AI decision is logged with a short reasoning in the reminder’s audit log, which opens below the reminder with Show log. Conditions work best when they describe the meaning of a situation instead of exact words; details in AI detection.

Where do I see what a reminder did?

Below every reminder and every filter alert there is Show log, in the HeadsUp panel on the ticket as well as on the overview page. Expanded, the log shows per entry the decision in plain words, the ticket concerned, the time and, where there is one, the reasoning. The list of possible entries is in Notifications and inbox.

Can a filter alert be edited?

No. A filter alert only offers Delete, and the server rejects a change as well. To change the JQL, the trigger or the name, delete the alert and create it again. Ticket reminders can be edited, in the panel on the ticket as well as on the overview page.

Does a restricted comment still trigger my reminder?

Comments restricted to a project role never reach HeadsUp, so they do not trigger your reminder. Internal Service Management notes do reach the app and trigger it, but HeadsUp never shows their text and never writes an auto comment for them; AI reminders skip them entirely and use no credit. A project administrator can add the app user to the restricted role, and a role-restricted comment then triggers as well, still without revealing its content. Details in Setup and permissions.

Can reminders be created for colleagues?

Not yet. Team reminders are on the roadmap. Every user currently sees and manages only their own reminders.

Can a reminder repeat every week?

Yes. Pick the trigger At a point in time, then set Repeat to daily, weekly or monthly. The weekday and the day of the month come from the date you picked. The time survives a change of clocks, and monthly clamps to the last day of the month, so the 31st of January becomes February 28 or 29 and is the 31st again in March. Details in ticket reminders.

Free intervals such as every three weeks, sets of weekdays such as Monday, Wednesday and Friday, and an end after a number of occurrences are not available. The end is set through Expires.

What happens when a watched ticket is deleted?

The next delivery runs into a deleted ticket and pauses the reminder instead of firing it. It stays in the list as Target issue unavailable, and the same applies to a ticket that was moved or is no longer visible to the app. Reactivate only helps once the ticket is reachable again: “Reactivate only once the issue is reachable again, otherwise the next delivery pauses the reminder right away.” A reminder that is not coming back can be deleted from the overview page.

Does a filter alert follow changes to the saved Jira filter?

No. The JQL is stored as a snapshot at creation time. To adopt filter changes, create the alert again.

Why is the SLA trigger not visible?

The SLA early warning is part of the Advanced edition. In the Standard edition the trigger does not appear; the overview page shows a corresponding hint.

What happens when the edition changes?

Two things survive a downgrade from Advanced to Standard, and both are worth planning for. Existing SLA alerts stay stored but never fire again, because the hourly SLA check ends immediately in the Standard edition. And the AI Credits limit is recalculated at once while the usage of the running month stays, so a site that has already used more than Standard allows is over the limit from that moment until the first of the next month. Details in Setup and permissions.

What happens without an active license?

Instead of the panel and the overview page, HeadsUp then shows a single notice: License required, “HeadsUp has no active license on this site. Please contact your Jira administrator to activate the app.” Existing reminders are not deleted, but they no longer notify, and new ones cannot be created. A Jira administrator resolves this on the Marketplace by activating or renewing the subscription.

What does HeadsUp cost?

Prices, editions and the trial period are on the Atlassian Marketplace listing. They are deliberately maintained in one place only, so that the documentation cannot contradict the listing.

Can a Jira administrator see other people’s reminders?

No. There is no view, no setting and no permission for it. Every read path is bound to the account ID of the person asking: ticket panel and overview page load that person’s own reminders only, and the inbox, the audit log and every change to a reminder are checked again on the server. Administrator rights change nothing about that. What administrators do have, as with every Forge app, is the Jira audit log of the calls the app makes, and the option to uninstall the app, which deletes all of its data.

In which languages does HeadsUp work?

English, German, Spanish and French. Interface and notifications follow each user’s Atlassian profile language, with English as fallback. A reminder keeps the language it was created in, so after a change in the profile, notifications for older reminders keep arriving in the previous language.