# The Attio card on an issue An agent picks up a ticket and the first question is always the same: who is this? The Attio card answers it in place, on the issue, out of your own CRM, without a second tab and without asking the customer to repeat themselves. It is a read-only view of one Attio record. The app never writes to Attio and never writes to your issues. This section describes what an agent sees; the choices that produce it are made once, per project, by a project administrator. ## The three places the card can appear A project chooses where the card goes. The three placements are independent switches rather than a choice of one, so a project can show the card in two or all three places at once. A common combination is the sidebar for a glance and the activity tab for the detail. | **Placement** | **Where it sits** | **What it looks like** | | ------------- | ------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------- | | Issue panel | "A panel on the issue itself, above the activity area." | Full width of the issue, as tall as the customer's details need. Labelled Attio, with the app's icon. | | Activity tab | "A tab at the bottom of the issue, beside Comments and History." | Full width of the issue. The tab carries its name only: Jira does not allow an app icon there, so unlike the other two it is plain text in the tab strip. | | Issue sidebar | "A collapsible panel in the right-hand column, under the issue details." | A button labelled Attio until it is expanded. The column is narrow and a reader can drag it wider. | Whichever are switched on, all three show exactly the same card with the same information. The only difference is the shape of the space, and the card lays itself out to the width it is actually given rather than to the placement it is in. ## Who can see it Four things all have to be true before a reader sees the card, and only the last of them is configurable. * They are signed in to Jira. Nothing this app adds is offered to anonymous visitors, and none of the three placements is available to an unlicensed user, so somebody who reaches a request through the customer portal never sees the card. * The project is a Jira Service Management project. In a business or software project the app adds nothing at all, including no settings page. * They have service management agent access on that project, as Jira decides that. * They pass the audience the project chose. The default is agents in the project, and an administrator can narrow it further to named Jira groups. There is no per-person field hiding on top of that. Everybody who passes the audience check sees every attribute the administrator chose. ⚠️ **Choosing a placement is not the same as switching the card on** Placements only take effect once the project can actually resolve a customer: a stored Attio key, a chosen record type, a chosen matching attribute and at least one field to show. Tick the placements without those and the card still appears nowhere, including for the administrator who ticked them. ## What is on the card Rows and one link, and nothing else. There is no title bar, no record name heading, no subtitle, no workspace name and no "last updated" line. The record's own name appears only if an administrator put that attribute on the card, because a record's name is an attribute like any other and a heading printing it would either duplicate a row or contradict the choice somebody made. At the bottom left, under a hairline rule, sits one control reading "Open in Attio". It is there when Attio gave the app a web address for that record, and it opens the matched record in Attio. ## Sometimes nothing appears, and that is correct The card renders nothing at all in two cases: a viewer who is outside the audience the project chose, and an agent looking at a project whose setup is unfinished. Neither gets a message, an empty box or a placeholder. Saying "you cannot see this" would itself be information about the customer, and a half-built panel on a live ticket reads as a broken app. --- ## A few things worth knowing * A missing panel is not on its own evidence of a fault. Two ordinary, deliberate situations produce no element on the issue at all, so "the Attio panel has gone" needs one more question before it becomes a support ticket. * The audience setting can narrow who sees the card but can never widen it. The widest option is described on screen as every licensed user who can browse the project, but the placements themselves require service management agent access, so that is still the ceiling. * All three placements are labelled Attio, the collapsed sidebar button reads Attio, and the project settings page is called Attio too. When somebody says "the Attio panel", find out which one they mean before you go looking. --- ## Related [What the card shows](https://help.gocapable.com/attio-for-jira/what-the-card-shows.html) [Card states on a Jira issue](https://help.gocapable.com/attio-for-jira/card-states-on-a-jira-issue.html) --- _Three windows, one view._