The Attio card never appears on an issue
You have pasted a key, chosen an object, chosen the fields, saved everything the settings page asked for, and an agent opens a request to find nothing there at all. Not an empty box, not a placeholder, not a message. The card is deliberately silent whenever it has nothing it is allowed to say, so an absent card is not on its own evidence of a fault.
Work through the list below in order. The app applies the same conditions in the same sequence, and the first one that fails is the one to fix.
#Start with where you are standing
The three card placements exist only on Jira Service Management projects, and only for signed-in users with service management agent access. On a business or software project the app adds nothing at all, and Jira does not list Attio in that project's settings either, so there is nothing to set up there. Nobody who reaches a request through the customer portal sees the card, and neither does an unlicensed or an anonymous reader.
Within a service desk project, the settings page itself is offered only to project administrators. Anyone else who reaches the address is refused with "Attio settings for this project are available to project administrators only."
#The five pieces of setup, and what an administrator is told
On a half-finished project the card names the first missing piece, but only to a project administrator. An ordinary agent looking at the same request sees nothing rendered at all.
What is missing | What a project administrator sees on the card |
|---|---|
No Attio key connected | "This project is not connected to an Attio workspace yet." |
No record type chosen | "Nobody has chosen which Attio object holds your customers." |
No matching attribute chosen | "Nobody has chosen the attribute reporters are matched on." |
No attributes chosen to show | "No attributes have been chosen for this card to show." |
No placement chosen | "Nobody has chosen where this card appears." |
Something the card does not recognise | "This project has not finished its Attio setup." |
An "Open project settings" link sits under the sentence, unless the app cannot build a working link to that project's settings, in which case the sentence appears on its own rather than a link that would lead nowhere.
#Choosing a placement is the on switch
There is no separate enable control. Three independent placements are offered, and finishing setup with at least one of them ticked is what makes the card appear for everybody in the project. The placement step says so plainly: "Until one of these is on, the card renders nowhere, including for you."
Issue panel: a panel on the issue itself, above the activity area, at the full width of the issue.
Activity tab: a tab at the bottom of the issue, beside Comments and History. Jira does not allow an app icon there, so it appears as plain text in the tab strip.
Issue sidebar: a collapsible panel in the right-hand column. Until it is expanded the reader sees only a button labelled Attio.
The placements are independent switches rather than a choice of one, and turning one off leaves the others exactly as they were. Unlike everything else on the settings page, a placement is published the moment it is clicked: the tab describes itself as "Where on the issue the card appears. Changes here take effect immediately."
Saved, but the card is not switched on yet. If the settings store correctly but Jira refuses the one small project update that makes the card appear, the page says so under that heading: "Your settings are stored. Jira would not let this app update the project, which is what makes the card appear on issues. A Jira site administrator may need to approve this app's new permissions in Admin Hub. Choose a placement again once they have." This is not a save failure. The configuration is stored and the card is waiting on the approval.
#A placement can be on and the card still render nowhere
Placements only take effect once the project can actually resolve a customer: a stored key, a record type, a matching attribute and at least one field to show. Tick the placements without those and the card appears nowhere. That is why setup finishes with placement rather than starting with it.
The site-wide list of connected projects reports the placements a project chose, not where the card is really drawn, so a project listed as shown on the issue panel can still be showing nothing at all. A connected project that has chosen nowhere reads "Nowhere", which is an ordinary state rather than a fault.
#A few things worth knowing
The "Shown on" column on the site-wide connections list reports what a project chose, not where the card actually appears. A project with placements ticked and the rest of setup unfinished is still listed as shown somewhere.
An administrator and an agent looking at the same unfinished project see different things: the administrator gets a sentence and a link into settings, the agent gets no element on the issue at all. "The panel is missing" from an agent is therefore not a useful bug report on its own.
Placements ticked during first-time setup are held until "Finish setup" is pressed, so stepping back to change an earlier answer cannot switch the card on for everybody as a side effect.
#Related
An absent card is usually a setting, not a fault.
