Troubleshooting installation
Troubleshooting installation
Most problems after installation or first deployment fall into one of five categories. This page covers each one with symptoms, the most likely cause, and the fix. If your issue is not listed here, contact support through the Customer Documentation Access page.
Objects not appearing in requests
Symptoms: The Assets field is visible on the request form but shows no selectable objects.
Most common cause: The field is not filtered to the correct object type in the schema.
Fix: Edit the field configuration in your request type settings and ensure both a schema and an object type are selected (for example, Application). Without both of these set, the field has nothing to display.
| Other possible cause | Fix |
|---|---|
| No objects exist in the object type | Create at least one test object in Assets |
| Agent permissions do not include Assets access | Grant the relevant agents Assets permissions |
| Wrong field added to the request type | Remove the field and re-add as an Assets object field |
Permissions issues
Symptoms: Users cannot see objects, cannot open object details from a ticket, or get permission errors when navigating to Assets. A common variant is that an Assets field added to a request form does not appear at all for the customer in the portal, even though the schema looks correctly configured and changes to schema roles make no difference.
Typical reason: Assets permissions are separate from Jira space permissions. Having access to a Jira space does not automatically grant visibility into the Assets schema.
Fix: Open the schema in Assets, go to Schema configuration → Roles and add the appropriate groups. Typically this means assigning the Object viewer role to your service desk agents group (so they can see objects) and the User or Manager role to administrators or data owners who need to maintain records.
The Roles tab in the schema settings has four categories: Object schema managers (full control over the schema and its data), Object schema developers (can modify schema structure and objects), Object schema users (can create and edit objects), and Object viewers (read-only access via Confluence Assets macro tables). For the full description of each role and the permissions it grants, see Atlassian's documentation on Assets roles.
This is the single most common support issue after a fresh deployment. If your agents can raise tickets but cannot see the linked Assets data, permissions are almost certainly the cause.
Why an Assets field can disappear entirely
If the field is not visible at all on the request form (absent rather than empty), the cause is almost always a misalignment between three access layers, not a schema misconfiguration. All three must align, and if any one is missing the field will not render:
- Schema role assignments. Who is assigned to a role on the Assets schema.
- Group membership. Whether the affected user belongs to one of those groups.
- Customer portal access. Whether that group has permission to raise requests in the Jira Service Management project.
Work through each layer in order.
Validate schema roles. Open the Assets schema, navigate to Schema settings → Roles, and confirm that at least one role is populated with a group rather than just individual users. A schema with empty role assignments cannot be accessed by anyone except the site administrator.
Validate group membership. Identify the group assigned to the schema role, then confirm the affected user is a member. If not, either add the user to that group or reassign the schema role to a group the user already belongs to.
Validate customer portal access. Open the service project, go to Project settings → Customer permissions, and confirm the same group has access to the project and can raise requests. Being in a schema role is not enough on its own: the user must also be permitted to use the portal.
After adjusting any of the above, reopen the request form as the affected user and confirm the field is now visible.
Quick diagnostic checklist:
- Schema has at least one role configured
- Role is assigned to a group, not left empty
- User is a member of that group
- Group has access to the Jira Service Management project
- Group has customer portal access
If any one fails, the field will not appear. To prevent this on future deployments, create standardised groups for service ownership and request routing, and align Assets schema roles with those groups at install time.
Automation not triggering
Symptoms: Automation rules that reference Assets fields do not fire, or fire but produce no result.
Common causes: The rule actor (the account running the automation) does not have permission to view objects, the Assets field is not included on the work item screen, or the field is not populated at the point the rule executes.
Fix: First, check that the rule actor has Assets view permissions. Second, confirm the Assets field is present on the work item screen (not just the request form). Third, if the rule triggers on work item creation, the object field may not yet be set when the rule runs. Either add a small delay condition or switch the trigger to "Field value changed" so it fires after the field is populated.
Most automation failures occur because the rule runs before the Assets field has a value. A two-second delay or a field-change trigger resolves this in almost every case.
Assets field empty
Symptoms: The Assets field is correctly configured but no objects appear in the dropdown.
Cause: The object schema is deployed but contains no data. LaunchPad creates the structure (object types, attributes, relationships) but does not populate it with records. An empty object type will show an empty field.
Fix: Create at least one object in the relevant object type. Go to Assets → Object schema → Object type → Create object and add a test record. The field will then become selectable in requests.
After deploying a schema, create three to five sample objects in your most-used object types (for example, Application, Service, or Server). This gives you enough data to verify the integration works before importing real records.
Performance issues
Symptoms: Slow loading when opening Assets, browsing objects, or selecting values in Assets fields on request forms.
| Cause | What to do |
|---|---|
| Too many attributes on a single object type | Remove or hide unused attributes to reduce the data loaded per object |
| Long reference chains | Reduce deeply nested relationships where possible |
| Overly complex field filters | Simplify the AQL filter on the Assets field to return fewer results |
LaunchPad schemas are optimised for performance out of the box. Performance problems usually appear after heavy customisation, particularly when many additional attributes or multi-level reference chains are added. If you have not customised the schema and are experiencing slowness, contact support.