FAQ and troubleshooting

Questions

Does APM+ change my Assets schema?

No. APM+ keeps its own data and only writes an application's name, description, tier and status to the Assets attributes you map. It doesn't add attributes or object types.

Where is my data stored?

On Atlassian's platform (APM+ runs on Atlassian Forge); nothing is sent elsewhere. See Trust & Security.

Who can see costs?

Everyone who can view APM+ sees costs in the app; the Rovo agent shows cost figures only to editors. Set a viewer group to limit who can open APM+.

How is freshness calculated?

It starts at 100 when a record is confirmed and halves over a year (vendor software over 90 days). Below 40 is stale.

Do stakeholders need a Jira licence?

No. Review requests are JSM requests: portal customers can approve from the email or answer in the portal.

Troubleshooting

APM+ says it's read only

The site needs the one-off upgrade from an earlier version, or the licence has lapsed. A Jira admin can check APM+ settings. See Upgrading.

Some applications in Assets aren't in APM+

Run Sync now (APM+ settings), then Compare with Assets to check. Applications created in Assets appear after the next sync.

An application shows "Gone from Assets"

Its Assets object was deleted. APM+ keeps the record read only; delete it in APM+ if it's no longer needed, or restore the object in Assets and sync.

Owners aren't getting review emails

• Check the application has a Business Owner, and that weekly reviews are on (or use Ask stakeholders to confirm).
• Check the request type has an approval step, and that the project's customer notifications include "Approval required".
• Failed requests show their error on the Reviews page; editors can Retry as me.

An approved review didn't close

APM+ resolves approved reviews automatically. If the request's workflow has no transition to a done status from where it ends up, it stays open: resolve it in JSM, and consider using APM+'s own request type.

Ticket counts show "!" or nothing

Ask an admin to choose the ticket fields (APM+ settings → Ticket counting). Counts only include tickets you're allowed to see.

An import row fails with "Couldn't find" a person

Jira may hide that person's email. Use their Atlassian account ID instead (exports include it).

Still stuck?

Email support@apmplus.io with what you did and any message you saw.