# Check the Attio card appears on an issue Finishing the wizard does not prove anything. The next thing to do is open a real request and look. The thing to know before you do is that this app is deliberately quiet: in several situations it draws nothing at all, so seeing nothing is not by itself a fault. Test on a request whose reporter you know is in Attio. That removes the most common reason a correctly configured card comes back empty, which is that the customer genuinely is not there. --- ## Where to look Open a request in the project you set up. The card appears wherever you chose on the Placement step, labelled Attio in all three places. ### Issue panel A panel on the issue itself, above the activity area. 1\. Click on Attio in the top bar ![Screenshot 2026-09-11 at 11.25.16.png](https://help.gocapable.com/images/0eef4acf-bfc3-4c3b-93a0-e7cacbe68922.webp) 2\. Click ‘Show for all work items’ ![image-20260911-103303.png](https://help.gocapable.com/images/19fc1bcf-5ff7-46c1-a07b-616b2f3a9c07.webp) 3\. Panel is displayed on Jira issues ![Screenshot 2026-09-11 at 11.12.46.png](https://help.gocapable.com/images/d8d4de4a-1758-4497-9c78-e2f29dd833de.webp) ### Activity tab A tab at the bottom of the issue, beside Comments and History. Jira does not allow an app icon on that tab, so unlike the other two it appears as plain text in the tab strip. ![Screenshot 2026-09-11 at 11.14.46.png](https://help.gocapable.com/images/62ad9a02-fc18-4962-8ab1-8df4cea7f67f.webp) ### Issue sidebar A collapsible panel in the right-hand column, under the issue details. Until you expand it you see only a button labelled Attio. ![Screenshot 2026-09-11 at 11.15.35.png](https://help.gocapable.com/images/282d51ce-1974-4a3f-a4f3-fc3f3c520a74.webp) ℹ️ **Look as an agent, not only as an administrator.** A project administrator is shown setup messages that an agent never sees, so an administrator's view of a half-finished project looks informative while an agent's is blank. If you want to know what your team will see, look as one of them. --- ## What a working card looks like The card is a list of fields and one link, and nothing else. There is no title bar, no record name heading, no workspace name and no line saying when the values were last read. The record's own name appears only if you put that attribute on the card. * One row per attribute you chose, in the order you arranged them, labelled with the attribute's current name in Attio. Renaming an attribute in Attio changes the label without anybody revisiting the settings. * An attribute with nothing in it still gets a row, showing its label and the word "None", because a vanished row reads as "this customer has no such field" when the truth is that the field is empty. * A single control at the bottom left reading "Open in Attio", present whenever Attio gave the app an address for that record. The card measures its own width rather than the window's, so the same card stacks each label above its value in a narrow sidebar and flows into two columns in a wide activity tab. Dragging the sidebar wider changes it as you drag. Nothing on the card is ever cut short and nothing inside it scrolls. --- ## The answers that are not faults Several things the card can say are ordinary states rather than errors. None of these means the setup is wrong. | **What the card says** | **What it means** | | ------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | "This request has no reporter, so there is no customer to look up." | Requests raised by email or through a login-free portal often have no reporter at all. Nothing was looked up and no Attio call was spent. | | "No email address is available for this reporter." | Jira gave the app no address. It could be a deleted account, a profile that keeps its address from apps, or a permission the site has not approved. The card gives no reason, because it cannot tell those cases apart. | | "No Attio record matches this reporter." | The address or domain was readable and Attio holds no matching record. As an administrator you also get "Which Attio attribute reporters are matched on is a project setting." and a link into settings. An agent sees only the first sentence. | | "More than one record matches this reporter." | Several records matched and the card will not guess. It lists up to three candidates, each with an "Open in Attio" button, so the agent can go and disambiguate. Where the search hit its ceiling it says "4 or more records match this reporter." instead. | | Nothing at all | The viewer is outside the audience you chose, or they are an agent on a project whose setup is not finished. Both draw no element on the issue whatsoever. | ⚠️ **A no match does not tell you why.** When you match by company the app distinguishes internally between an address with no domain, a domain the project ignores, a domain no record holds, and a domain too many records share. The card shows the same sentence for all four: "No Attio record matches this reporter." Do not expect the issue to say which one it was. The test address on the Fields tab does explain it, which is why that is the place to check. --- ## Proving the lookup itself The Fields tab is the honest test. Type an address for a customer you know is in Attio and every attribute row fills in with that record's real value, including attributes you have not chosen. Above the list a note states what the lookup found, and when you are matching companies it names the domain it is matching on, for example "Matching on acme.com." That preview is never served from a cache, so it shows the configuration you have saved rather than the one it replaced. It also works before the card has been given a placement, which is the point of it: previewing is how you decide whether to switch the card on at all. Matching companies, an address the project would never look up is explained before any lookup runs, naming which of the reasons applies, so a test that goes nowhere is not a mystery. If an address is refused, the values still on screen are from the previous address and the panel says so. --- ## What your colleagues will see | **Viewer** | **What they get** | | ------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | | An agent inside the audience | The full card, exactly as you see it. There is no per-person field hiding: everyone who passes the gate sees every attribute you chose. | | An agent outside the audience | Nothing at all. Not an empty box, not a message, not a placeholder. | | A project administrator on an unfinished project | One sentence naming the piece of setup that is missing, with an "Open project settings" link under it. | | A portal customer or unlicensed user | Nothing. None of the three placements is offered without a licence and service management agent access. | --- ## How quickly a change shows up | **What changed** | **When the card catches up** | | ------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- | | A value edited in Attio | Up to fifteen minutes. A matched record and the rows built from it are reused for that long, shared by everyone in the project looking at that customer. | | An attribute renamed or added in Attio | Up to an hour. The object's list of attributes is kept for that long per project. | | Any Attio setting you change on the project | The next view of a request. Settings changes bypass the fifteen minutes entirely, so you never have to wait out your own edit. | | Somebody added to a restricted Jira group | Up to fifteen minutes. Editing the group list in settings applies straight away; moving a person into a group does not. | ℹ️ **There is no refresh button on a working card.** A "Try again" control appears only when the card has errored, or when it is rate limited with nothing already on screen. A card showing rows gives an agent no way to force a re-read, so an agent watching a colleague change a value in Attio may keep seeing the old one until the fifteen minutes are up. --- ## A few things worth knowing * The card never prints the reporter's email address. Every sentence says "this reporter" instead, so you cannot confirm from the issue which address was looked up. The test address on the Fields tab is where you check that. * An empty issue view is the correct appearance of four different situations: a viewer outside the audience, an agent on an unfinished project, a project with no placement chosen, and a project type the app does not serve. None of them draws anything, so a missing panel is not on its own evidence of a fault. * All three placements show the same card. If it looks different in the sidebar, that is the width and not the configuration: below roughly 380 pixels the label sits above the value, from about 700 the rows flow into two columns, and the type size, the number of values shown and how much of a value is printed are identical at every width. --- ## Related [The six Attio setup steps in Jira](https://help.gocapable.com/attio-for-jira/the-six-attio-setup-steps-in-jira.html) [The Attio card did not appear after setup](https://help.gocapable.com/attio-for-jira/the-attio-card-did-not-appear-after-setup.html) [Who can see the customer card](https://help.gocapable.com/attio-for-jira/who-can-see-the-customer-card.html) --- _Look as an agent. The administrator's view is a different view._