Support

Raise a request in our support portal, or email support@eriksenlabs.com. We respond within two business days.

The portal lets you track a request through to resolution, so it is the better option for anything you need to follow up on. Response targets by severity are in our service level agreement.

• Which app, and which Atlassian site
• What you expected, and what happened instead
• The diagram source, if a diagram is involved
• The request key and schedule name, if a repeat is involved
• The template name, project and issue type, if a template is involved
• A screenshot, if it is a visual problem

My diagram will not save

Mermaid Diagrams & Gantt blocks saving a diagram that will not render, so a broken diagram never reaches your page. The editor shows the syntax error beneath the source — fix it and Save becomes available again.

I do not know the syntax

Open the macro editor and pick one of the examples along the top, then edit it. The built-in syntax reference below the editor changes to match whichever diagram type you are working on.

The diagram is too small, or too wide

Hover the diagram and use the zoom controls at the top right. Fit scales it to the page width, and the full screen button opens it larger.

Can I use diagrams in exported PDFs?

Yes. Export the page from ⋯ → Export → PDF and your diagrams are included, rendered as they appear on the page.

For Word exports, or to place a diagram somewhere by hand, download it as SVG or PNG from the toolbar that appears when you hover the diagram.

Does Mermaid Diagrams & Gantt read my Confluence content?

No. It requests no permission scopes at all, which you can confirm on the install screen. See our privacy policy.

I cannot see "Repeat on a schedule"

Recurring requests are switched off until an admin enables them, per project. An admin can turn them on under Project settings → Apps → Recurring requests. Raising a request again immediately, and saving templates, do not depend on that setting.

It says my date has already passed

The first run has to be in the future. Times are shown in your own timezone, which the app reads from your browser and displays under the time picker — if that timezone is wrong, the date you picked may be earlier than you think.

My schedule says it cannot repeat that often

An admin sets the shortest gap allowed between repeats for the project. Note that a minimum above 28 days rules out monthly repeats as well, because February is the shortest month and the check has to assume it.

A schedule paused itself

A schedule stops after three failures in a row rather than retrying indefinitely — usually because the request type was changed or removed, or the account that created it lost access. The reason is shown against the schedule. Fix the cause and press Resume.

A field came through blank on the repeat

Fields that pick from a list of records rather than holding text — Affected services is the usual one — cannot be re-selected from the name alone, so they are left blank and named for you. Choose it again on the new request. Everything else carries across as normal.

Were my attachments copied?

No, and this is deliberate. An attachment belongs to the request it was added to, and a scheduled repeat has nobody present to choose a file. Add whatever you need once the new request is raised.

How do I stop something repeating?

Customers can pause or cancel their own schedules from My recurring requests in the portal user menu. An admin can stop any schedule in their project from Project settings → Apps → Recurring requests.

What does this app store about me?

Your Atlassian account ID, so a scheduled request can be raised as you rather than as the app, and the details of the request being repeated including any form answers. It stays inside your Atlassian instance and we cannot read it. The privacy policy sets out how long it is kept and how it is erased.

The Create dialog did not fill in

Give it a few seconds after the dialog opens. The app fills only a form whose summary and description are still empty, or hold exactly what a default wrote; a form with text of its own is left alone. If nothing appears, check that the template is set to fill in automatically for that issue type in that project, then press Check now on the app's admin page under Settings → Apps, or on the project's own Templates settings. It names anything that stopped working, such as a renamed issue type or a field taken off the create screen. If it asks you to, press Rebuild Create dialog settings.

Filling happens in Jira's Create dialog, opened from the Create button or with the C key. Quick create on a board or backlog, email, Automation and the REST API do not open that dialog, and sub-tasks are never filled. Jira's mobile apps and cloning are not on Atlassian's list of places it runs either.

I typed something and the template stopped

That is on purpose. Once you write your own summary or description, the form is yours and the app writes nothing more to it, even if you switch issue type. The note on that field says so: Edited by you: the template leaves this form alone now. After you switch issue type, the form shows no notes, and the app still writes nothing.

The app goes by the words, and by the images, @mentions, emoji, dates, status lozenges and link cards in the description, so a pasted screenshot counts as your own. Changing only the formatting of the template's text, or emptying a field, does not count as writing your own, so a later issue type change can still replace or clear that text.

My priority or labels changed when I switched issue type

The app can only judge a priority by its value. If you pick exactly the project's default priority, or exactly the priority of the template on the form, it looks the same as one the app set, and a later issue type change can replace it. If the app could not read the project's default priority, any priority you picked can be replaced this way. Pick it again after choosing the issue type.

Labels work the same way. Until you write your own summary or description, labels you pick that exactly match a default template's labels can be replaced when you switch issue type.

Where is the note the app adds?

In Jira's compact Create dialog, open the small (i) next to the field's name. The note is part of the field's help text, after anything your administrators wrote there.

Who can make templates?

Jira administrators, for any project, from the app's admin page under Settings → Apps. Project administrators, for their own project, from its project settings. A template shared by several projects can be changed only by a Jira administrator.

Can I undo a change to a template?

Yes. Open History on the template, choose an older version and press Restore this version. The last 50 versions are kept. A deleted template can be restored from Recently deleted for 30 days.

What does this app store about me?

It records nothing about the people who use it. It never records who saved, changed, restored, deleted or used a template, and what you type in the Create dialog is not stored. Templates hold whatever administrators type or copy from an issue. When a template is saved from an issue, @mentions, profile links and email addresses are taken out of its description, but a name typed as plain text stays. The privacy policy lists everything the app keeps.