Troubleshooting
Each page is named for what you are looking at rather than for what is wrong underneath, because that is what you know when you arrive.
Several of these are the app working as designed. Those say so plainly, which is usually faster than a support ticket.
#In this section
The Attio card never appears on an issueAn agent opens a request and there is no Attio anything: no panel, no tab, no message. Five things have to be true before the card renders, and the app checks them in that order.Attio rejected this keyThe connection test has five outcomes and each one has a different fix. Read which heading you got before you go back to Attio and make another key.The key works but is missing permissionsAttio accepted the key and then refused the reads the card needs. The fix is to edit that same key in Attio rather than to make a new one.No Attio record matches this reporterThe card is working, the reporter has an address, the customer is plainly in Attio, and the card still says nothing matches. One sentence covers several different reasons, and the Fields tab is where you find out which.More than one record matches this reporterThe card will not guess between duplicates. It lists up to three candidates with a link into Attio each, and in company mode it stops showing anything at all once too many records share a domain.No email address is available for this reporterThe card needs a reporter's email address to find anything, and it deliberately does not say why one is missing. Here is how to tell the three causes apart yourself.The card is showing a value that is out of dateSomebody edits a record in Attio, the agent reloads the request, and the old value is still there. Answers are kept warm for fifteen minutes and shared across the project, and there is no refresh button on a working card.The customer's picture does not show on the cardColoured initials where you expected a logo usually mean the picture has been nominated but has nowhere to sit, or the address in that attribute is not something the card will fetch.The card disappeared from every issueReset to defaults is the only disconnect the app has, and it takes the whole configuration with the key. Pasting a key back does not bring the card back on its own.One agent sees the card and another does notA viewer who does not pass the audience gate gets no card and no message, so there is nothing on their screen to diagnose. The gate is a Jira permission, optionally narrowed by group, and a misspelt group name hides the card from everybody.The card says the Attio connection needs attentionAttio has refused a request made with the key this project stored. The card names no reason, so the Connection tab is the only place to find out what happened.Attio is rate limiting this appThe card either keeps the values it has and adds a quiet footnote, or becomes a single sentence with a Try again control. Which one you get depends on whether there was anything to show.
#Related
Most of these are not faults.
