Help and support

Issue Order couldn’t start. Reload the page.  /  Issue Order couldn’t tell which issue it’s on. Reload the page.

Jira didn’t pass the app what it needs to start: where it was opened, or which issue it was opened on.

Reload the page in your browser, then open the app again. If it keeps happening, write to support.

Reorder child issues isn’t in an issue’s ••• menu

It’s offered only on issues in Jira software and business spaces. Jira Service Management (JSM), Customer Service Management and Jira Product Discovery spaces don’t have it.

Open it on an issue in a software or business space, or from Apps → Issue Order for Jira. If it’s missing everywhere, ask a Jira admin whether the app is installed. See Where to open it.

Spaces couldn’t be loaded.

Jira didn’t return the list of spaces. Jira’s own reason follows the message.

Press Try again. If it keeps failing, reload the page.

You don’t have access to any spaces with issues yet.  /  A space is missing from the list

The Apps page lists only the software and business spaces you can browse. JSM, Customer Service Management and Jira Product Discovery spaces aren’t offered. A remembered space that has gone, or that you can no longer see, is forgotten, and Choose a space shows instead.

Check your access to the space in Jira. Find a space filters by name, or by a space’s exact key.

SHOP-1 couldn’t be found. It may have been deleted, or you may not have permission to see it.

The issue you chose Reorder child issues on couldn’t be read as you.

Open the issue in Jira yourself. If it doesn’t load there, it can’t load here: ask the space’s admin for access.

These issues couldn’t be loaded. They may have been deleted, or you may not have permission to see them.

Jira answered “not found” or “not allowed” for a list: its epic was deleted, or your access changed.

Check the epic in Jira, then press Try again on the list (or Enter on it from the keyboard).

Issues couldn’t be loaded. Jira said: …

Jira refused or failed to read a list, for the reason it gives after “Jira said:”. Without “Jira said:”, the reason is your browser’s own, usually a dropped connection.

Press Try again on the list, or Refresh from Jira (↻) in the toolbar.

Jira didn’t let Issue Order read these issues. Your Jira admin may need to update the app.

Jira turned down the app itself, not you. That usually means the app installed on your site is missing a permission a newer version asks for.

Ask a Jira admin to check Apps → Manage apps for an update to Issue Order waiting for approval. If there is none, write to support. See the Admin guide.

Jira is limiting requests right now. Wait a few seconds, then try again.

Jira kept answering that too many requests were coming in, even after the app waited and tried again four times.

Wait a few seconds, then press Try again, or repeat what you were doing. Nothing was changed.

Some lists have more than 1,000 issues. The first 1,000 are shown, and Sort is off for those lists.

A list shows at most 1,000 issues, in Rank order. Past that, it ends with Only the first 1,000 issues by Rank are shown here., and the counts that include it end in a +, such as 1,000+. With Hide done ticked, it shows its first 1,000 open issues instead. See Limits.

You can still drag and move the issues it shows. To sort the list, move some of its issues to another epic first.

Lists with more than 1,000 issues will switch once your changes are saved or discarded.

You ticked or unticked Hide done, which changes which 1,000 issues a long list shows. Reading those lists again now could drop your unsaved changes, so the app waits.

Save or discard. The lists then switch by themselves, with Lists past 1,000 now show their first 1,000 open issues. (or … done ones included.).

An issue created or moved in Jira doesn’t show

Each list is read when it first opens. Changes made in Jira after that show when the lists are read again.

Press Refresh from Jira (↻); your unsaved changes are put back on top. With nothing unsaved, nothing to undo, and no pop-up or Sort bar open, coming back to the tab also reloads the outline by itself, once the lists are more than a minute old.

Loaded the latest from Jira. n lists couldn’t be read, so they show what was loaded before.

A refresh couldn’t read some lists, for example because the connection dropped. Those lists keep what they showed; the others are fresh.

Check your connection, then press Refresh from Jira (↻) again.

No issues match “…”.

Find looks through what’s loaded: the top list and the level under it, and sub-tasks only once their issue has been opened. With Hide done ticked, done issues aren’t found. A whole key, like SHOP-9, finds that issue (or a summary that names it), not SHOP-90.

Untick Hide done, or choose Sub-tasks under Show, then search again.

All n epics are done. Untick Hide done to see them.  /  SHOP-7 has no child issues yet.  /  This space has no issues yet.

Everything in the list is done and Hide done is ticked, or there is nothing in it yet. A space with no epics opens on its issues, and the message uses the space’s own word for them, such as tasks. Inside the outline, an epic like that reads All n are done. Untick Hide done to see them. or Nothing here yet. Drop issues here to move them in.

Untick Hide done, or drag issues onto the empty epic to move them in.

This space has no issues of its own here. n issues sit under epics in other spaces, below.

The space has no epics, and every issue it has sits under an epic in another space. Those issues are listed below, under Under epics in other spaces.

Nothing to fix. Reorder them in that list, or move them out of it with Move to….

Sub-tasks don’t have child issues. Open this on the issue above it to reorder its sub-tasks.  /  key’s space has no sub-task type, so there’s nothing under it to put in order.

You chose Reorder child issues on a sub-task, or on a story or task in a space whose work types include no sub-tasks.

Open the sub-task’s parent, or the epic above the issue, and choose ••• → Reorder child issues there.

Issue Order stopped unexpectedly.

Something went wrong inside the app while drawing the screen. The message underneath says nothing unsaved was sent to Jira, and that your unsaved changes are offered back when you reopen it. What you had saved is safe in Jira.

Press Reload, or Close in the pop-up. The app offers your unsaved changes back when it opens. On the Apps page it opens on Choose a space after a crash, in case that space is what set it off. If it happens again, send the error text shown under the message to support@datapingo.com.

You can see Shop but can’t reorder there. It needs the Schedule issues and Edit issues permissions.

You lack one or both permissions in that space, so its issues are read-only for you. A drag, sort or move there stops with You can’t reorder issues in Shop. It needs the Schedule issues and Edit issues permissions.

Ask a Jira admin or the space’s admin for both permissions, then close the app and open it again, so it checks once more.

You can’t change SHOP-56’s parent: it needs the Edit issues permission in Shop.  /  SHOP-56 can’t be moved: placing it needs the Schedule issues permission in Shop.

You can’t edit that issue, or can’t rank it where it would land. Any other issues in the same move still go.

Ask for the permission named, or ask someone who has it to move the issue.

Jira’s ranking isn’t available to you on this site, so issues can be seen here but not reordered.  /  This Jira site has no Rank field, so issues can be seen here but not reordered.

When it opens, the app checks that Jira will rank issues for you, with a request that changes nothing. Jira refused it, or the site has no Rank field. A saved order is Jira’s Rank, so without it nothing can be reordered.

Check that you can rank issues on a board in that space. If you can, ask a Jira admin to look for a waiting update to the app under Apps → Manage apps, then reopen it. Write to support if the message stays.

Jira didn’t let you reorder these issues. It needs the Schedule issues and Edit issues permissions, and Jira’s ranking on this site.

Jira refused a save as you. The app checks your permissions as each space’s issues load; if that check couldn’t run, it lets you work and Jira answers at save.

Ask for both permissions in the space, then save again. Your changes stay in the draft.

Jira didn’t let Issue Order save this change. Your Jira admin may need to update the app.

Jira turned down the app, not you, usually because the installed version is missing a permission.

Ask a Jira admin to approve the app’s update under Apps → Manage apps, then save again. Your changes stay in the draft.

Issues I know exist don’t appear

Jira returns only issues you can see, so the app shows only those. Hide done, ticked to start with, hides done issues too.

Untick Hide done. For issues you can’t see in Jira either, ask the space’s admin for access.

Sort… is greyed out

Sort waits while a save or a refresh runs, while the “order changed in Jira” banner shows, and in Review. It’s also off when Jira’s ranking isn’t available to you.

Let the save finish, press Refresh in the banner, or click Show everything to leave Review.

Sort or cancel the sort first.

The Sort bar is open, and the outline shows its preview, so dragging, the × undo buttons on rows, Discard and Save changes wait for it.

Press Sort to keep the sort in your draft, or Cancel (or Esc) to drop it.

Tick an epic to sort its child issues, or tick 2 or more issues to sort just those.  /  Tick an issue with sub-tasks to sort them, or tick 2 or more issues to sort just those.

Sort sorts what’s ticked, and one ticked issue with nothing under it leaves it nothing to sort. In the pop-up the same case reads Untick it to sort all of SHOP-1’s child issues, or tick 2 or more to sort just those.

Tick an epic, an issue with sub-tasks, or two or more issues. Or untick everything to sort the child issues in each epic (in a space with no epics, its issues; in the pop-up, the issue’s own list). To sort the epics themselves, choose the epics in the drop-down after Sort in the bar.

Already in this order.  /  Already in Jira’s order.  /  Pick a field to sort by.

The sort you chose would move nothing, so the bar’s Sort button stays off. Issues that tie keep their current order, and Rank changes nothing unless you’ve rearranged the list. Right after the bar opens, nothing is previewed until you pick a field.

Pick another field after by, or add + Then by to break ties.

Working out the preview…

The app is reading what the sort needs: the site’s priority order, a field’s values, or a list that’s still loading. Sort waits until the preview is ready.

Wait a moment; the preview appears in the outline.

Pressing Return in the Sort bar doesn’t sort

Return in one of the bar’s drop-downs only picks the choice, so you can look at the preview first.

Press the Sort button, or move to it with Tab and press Return.

My last sort’s “then by” levels are gone

Sort starts afresh each time it opens: on Rank, with no levels left over, sorting the child issues in each epic. In a space with no epics it sorts the issues themselves. In the pop-up it sorts the issue’s own list, except on an initiative, where it sorts the child issues in each of its epics. While it’s open, a level whose field isn’t offered for what you’re sorting now, such as another space’s field, is dropped.

Pick the levels again.

A field I want isn’t in the list

Under This space’s fields, Sort offers the number, date, choice, version, component and label fields on the edit screens of the issues being sorted. Fields holding people, and free-text fields, aren’t offered.

Ask a Jira admin to put the field on the work type’s edit screen, then reload the page and open Sort again. The app reads each issue’s edit screen once per page load.

Story Points couldn’t be read from Jira, so it leaves the issues in their order.

Jira didn’t return that field’s values, so the sort treats every issue as having none.

Cancel the sort, press Refresh from Jira (↻) so the field is read again, then sort again. Until a refresh, the app keeps the empty values it got.

This list has more than 1,000 issues, so Sort is off for it.  /  Lists with more than 1,000 issues were left as they are.

Only the first 1,000 issues of a long list are loaded, so a sort couldn’t place the rest. When you sort several lists at once, the long ones are skipped and the others are sorted.

Move some issues to another epic until the list is under 1,000, then sort it.

Hidden done issues keep their places.

Hide done is ticked, the sort moves something, and the list has done issues. The sort arranges only the issues you can see. When you sort the epics it reads Hidden done epics keep their places.

Nothing to fix. To sort the done issues too, untick Hide done first.

Lists with more than 1,000 issues can’t be put in lanes here.

Put in lanes sorts a whole list by priority, and a long list isn’t fully loaded.

Move some issues out first. See Priority lanes.

I ticked Priority lanes and nothing moved

Lists already in priority order have nothing to move. Lists you can’t reorder, lists past 1,000 issues, and a list you’ve just sorted or restored are left as they are and show a count instead. Lanes also wait while unsaved changes from before are on offer, and if Jira’s priority order couldn’t be read: the lanes then follow Jira’s default priorities (Highest to Lowest), but no list is rearranged, and no message says so.

Restore or discard the unsaved changes first, or untick Priority lanes and tick it again so the priority order is read again. See Turn lanes on.

Tick the issues to move first: click a row, or press a checkbox and sweep down.

Move to… in the toolbar moves the ticked issues, and none are ticked.

Tick one or more rows, or use Move to… in a row’s own ••• menu.

I let go and nothing moved

A drop counts only where the blue line or a highlighted row shows. Over the dragged rows themselves, over the Not placed yet rows of priority lanes, or outside the outline, there’s nowhere to land.

Drag again and let go once the line or highlight appears. The label beside the pointer says where the issues will land, such as → 1.4 or → into SHOP-4, at the end.

Child issues go under an epic.  /  Sub-tasks go under a story, task or bug, not an epic.  /  Epics go under the level above them, like an initiative.

A parent must be exactly one level up, as Jira requires, so the app keeps each issue on its own level.

Drop the issues on a row one level above them, or between rows of their own level.

Only child issues go in this list.  /  Sub-tasks always need a parent issue.  /  Issues without an epic stay in their own space.

Without an epic holds the space’s own issues that have no epic. Epics and sub-tasks can’t go there, and neither can another space’s issues.

Move only this space’s child issues there.

Epics can only be reordered here.

The space’s list of epics shows every epic, so an epic can move up or down in it but not out of it. On sites with a level above epics, the message adds how to give an epic another initiative: open its current initiative’s ••• › Reorder child issues and use Move to….

Drag the epic up or down, or use Move up and Move down in its ••• menu.

Jira keeps sub-tasks in their own space.  /  Team-managed spaces keep parents and children in the same space.

Jira won’t move a sub-task to another space, or link a team-managed space’s issues to a parent in another space, either way. For issues from a team-managed space, Move to… doesn’t offer Other spaces and says the space is team-managed.

Pick a parent in the same space.

This list shows issues whose epic is in another space. To put an issue under such an epic, use Move to… with Other spaces.

You dropped issues into Under epics in other spaces. You can reorder issues there and move them out, but not move issues in.

Tick the issues, choose Move to…, tick Other spaces, and pick the epic.

SHOP-56 stayed where it was: …  /  n issues can’t go there

Some of the issues you moved can’t go there, for the reason given after the colon. The others moved. While you drag, the label beside the pointer warns how many won’t go.

Move those issues somewhere that takes them, or deal with the reason first.

This list has more than 1,000 issues and only the first 1,000 are shown, so its end isn’t here. Drop them next to one you can see instead.

You dropped issues at the end of a list past 1,000, or chose Move to bottom or At the end for it. Its real end isn’t loaded.

Drop them between two issues you can see, or choose At the top.

Select issues under one parent to move them together.

Move up, Move down, Move to top and Move to bottom work within one list, and the ticked issues sit in several.

Tick issues under one parent, or drag the group where you want it.

Ticks hold one level at a time (epics, child issues or sub-tasks), so the earlier ones were cleared.

You ticked an issue on another level. Ticked issues move together, so they’re always on one level.

Tick the issues again, on one level.

Show everything to drag issues again. In Review you can undo changes or save.

Review shows only your changes, so dragging, Sort… and Move to… are off there.

Click Show everything beside the draft.

Those issues couldn’t be loaded, so nothing was moved. Try again.

You moved issues into a list that was still loading, and it couldn’t be read.

Press Try again on that list, then move the issues again.

An option in Move to… is greyed out, or reads Already here.

Options Jira would refuse are shown with the reason and can’t be chosen. Already here. marks where the issues are now, including the epic in another space that an issue already sits under. When every option has the same reason, it shows once: None of these can take them. followed by the reason.

Choose another parent, or search for one.

No open epics here. Done ones are hidden while Hide done is on.

While Hide done is ticked, Move to… leaves done epics out, here and in its search, because issues moved there would vanish from the outline.

Untick Hide done to be offered done epics too.

Nothing matches “…”.  /  No issues found.  /  No open initiatives found.

The search in Move to… asks Jira for epics you can see that match a key or the start of a word in the summary, showing the 50 most recently updated. Without Other spaces it looks in this space only. For sub-tasks it lists issues in the same space, and an empty list reads No issues found. For epics it lists initiatives. While Hide done is ticked, done ones are left out, and the note says so: when that leaves no initiative, it reads No open initiatives found. An epic created a moment ago can take a few seconds to turn up. If the search itself fails, Jira’s reason shows in red instead, or Search failed.

Type the epic’s key, or more of its summary. Tick Other spaces for an epic elsewhere, untick Hide done for a done one, or wait a few seconds and search again.

The order changed in Jira while you were editing, so nothing was saved.

Someone re-ranked, moved or deleted an issue in a list your changes touch. The save stopped before writing anything, so their change isn’t undone. Until you refresh, editing and saving are off.

Press Refresh. Your own moves come back on top where they still fit, and the teammate’s order is kept. Check the result in Review, then save. See If the order changed in Jira.

Save changes is greyed out

There are no changes, a save or a refresh is already running, the “order changed in Jira” banner is showing, the Sort bar is open, or Jira’s ranking isn’t available to you.

Sort or cancel the sort, press Refresh in the banner, or see Permissions.

Loading the latest from Jira. Save again in a moment.

The outline was reloading itself, after you came back to the tab, when you pressed Save.

Press Save changes again in a moment.

Nothing was saved. Reordering needs Jira’s ranking, which isn’t available to you on this site.

The check before writing found that Jira won’t rank issues for you on this site, so nothing was changed.

See the ranking message under Permissions.

Nothing was saved. …

The checks before writing failed, often because the connection dropped (the reason is then the browser’s own, such as “Failed to fetch”), or Jira refused every change, for the reason that follows. Your changes stay in the draft.

Deal with the reason, check your connection, and save again.

Saved what Jira accepted. n changes couldn’t be saved and stay in your draft.  /  Part of the new order was saved. …

Jira refused some changes. What it accepted is saved. Each refused change stays in your draft with a red note on its row, and the status line repeats the first one. Here n counts what failed: each issue that didn’t get its new parent or priority, and each list whose new order didn’t go through, so it can differ from the draft’s count.

Deal with each reason, below, then save again. Review lists what’s left. See When some changes can’t be saved.

Couldn’t move: …

Jira refused the issue’s new parent, for the reason that follows, such as “Could not find issue by id or key.” when the epic was deleted meanwhile.

Move the issue somewhere that still exists, or take the move back with its ×. If the reason is a permission, ask for Edit issues in that space.

Order not saved: SHOP-12, SHOP-13 couldn’t be ranked. Jira said: …  /  Order not saved: Jira refused the new order. Jira said: …  /  Order only partly saved. … The rest is still in your draft.

Jira refused some or all of a list’s new Rank, for the reason it gives. “Partly” means some rank calls went through before one failed.

Deal with Jira’s reason, often an issue that was deleted or that you can’t edit, then save again. Only what’s still out of place is ranked.

Order only partly saved. Jira didn’t keep the new order. The rest is still in your draft.

Jira took the rank calls, but reading the list back showed a different order, even after the app fixed it once, one issue at a time.

Press Refresh from Jira (↻) and save again. If it happens again, write to support.

Order not saved: it changed in Jira during the save, so it was left as it is. Your order is still in the draft; save again to use it.  /  Order didn’t fully stick: another list in this save shares issues with it. It’s still in your draft; save again.

Someone re-ranked that list between the check and the write, so the app left their change in place. Or two lists in one save share issues, such as an epic in its space’s epics and under an initiative, and the later one moved them.

Look at the list in Review. If your order is still what you want, save again.

Priority not changed: …

Jira refused the new priority from a drag into another lane. The reason after it uses the wording for a reorder, but it’s about the priority. “Jira refused the new order. Jira said: …” ends in Jira’s own words about the priority. “Jira didn’t let you reorder these issues…” means Jira refused you: a new priority needs Edit issues in that space (the Schedule issues part doesn’t apply). “Jira didn’t let Issue Order save this change…” means Jira turned down the app, as under Permissions.

Deal with Jira’s reason, such as an issue deleted meanwhile, then save again, or drag the issue back to its own lane.

Saved, but the new order couldn’t be read back from Jira, so every list was reloaded.

The changes were written, but the app couldn’t read the result, so it reloaded every list from Jira instead.

Check the outline. Anything that didn’t save is still in the draft.

A board or backlog doesn’t show the saved order

A save writes Jira’s Rank, which boards and backlogs sort by, but a board whose filter is ordered by another field shows that field’s order. A Jira page that was already open shows the old order until it reloads.

Reload the Jira page, and check that the board’s filter is ordered by Rank.

Close, Discard or the space picker does nothing

A save or a Refresh from Jira is running, and nothing else can start until it ends. The space picker’s tooltip says Wait for the save to finish either way.

Wait for the result in the status line.

I closed the tab while it was saving

The save runs in your browser, so closing the tab stopped it. Changes already written stay in Jira.

Open the app in the same place. It offers your unsaved changes back; restoring puts back what still applies. Save again to finish.

You left unsaved changes here a minute ago.

You left this space, or this issue’s pop-up, with unsaved changes, and the app kept a copy in your browser.

Choose Restore unsaved changes or Discard them. See Unsaved changes are kept in your browser.

Some of those lists couldn’t be loaded, so nothing was restored yet. Try Restore again.  /  Those changes no longer fit: Jira has changed since. Nothing was restored.

A list the kept changes need couldn’t be read, so the offer stays. Or Jira has changed so much since that none of the kept changes still applies, so the copy was dropped.

For the first, press Restore unsaved changes again. For the second, make the changes again.

Leave without saving? Your n changes will be lost.  /  Switch to space? Your unsaved changes in Shop will be lost.

You pressed Close in the pop-up, or chose another space on the Apps page, with changes not saved yet.

Keep editing keeps them so you can save. Leave without saving or Switch and discard drops them, and the copy in your browser too. Nothing has reached Jira either way.

Restore changes has gone

After Discard, the Restore changes link lasts until your next change, undo or refresh. If it can’t bring them back, it says Those changes can no longer be restored.

Make the changes again. ⌘/Ctrl+Z may still step back through them.

I need to undo a save

There is no undo after a save. That’s why every change shows in the outline, and in Review, before you save.

Drag or move the issues back, or sort the list again, and save.

Issue Order needs an active subscription on this site. Ask your Jira admin to subscribe to Issue Order for Jira on the Atlassian Marketplace.

Atlassian reports this site’s license as inactive: a trial ended, or the subscription lapsed. It isn’t about your own permissions; the app is off for everyone on the site. Your issues and their saved order are untouched, because the order is Jira’s own Rank.

Ask a Jira admin to subscribe on the app’s page on the Atlassian Marketplace (Manage apps in Jira has no way to subscribe). Issue Order is free for sites with 10 users or fewer; from 11 users, every user is billed, on graduated tiers: see pricing on the Atlassian Marketplace. Then open the app again.