Troubleshooting
Common issues, error screens, and solutions for the TestKase Jira Plugin.
Error Screens
The plugin displays specific error screens when configuration issues are detected.
NO_CONFIG Screen
What you see: "Not Configured" message with instructions to set up the plugin.
Cause: No Personal Access Token (PAT) has been saved for the current user.
Solution:
- Navigate to the TestKase global page in Jira (accessible from the apps menu or from the link in the error message).
- Generate a PAT from TestKase Settings → API Keys if you do not have one.
- Paste the PAT and click Save.
- Return to the Jira issue -- the panel should load.
PAT_EXPIRED Screen
What you see: "Token Invalid" or authentication error message.
Cause: The saved PAT is no longer valid -- it may have been revoked or expired.
Solution:
- Generate a new PAT from TestKase Settings → API Keys.
- Navigate to the TestKase global page in Jira.
- Enter the new PAT and click Save.
- The plugin will validate the new token and resume normal operation.
MAPPING_LOST Screen
What you see: "Project Not Mapped" or similar message indicating the project connection is missing.
Cause: The Jira project is not connected to a TestKase project through the Jira Plugin card -- either it was never connected there, or the connection was reset or replaced.
Solution:
- Ask your TestKase project admin to open the Requirement Integration page in TestKase.
- Under Plugin Integrations, connect the Jira Plugin card to the Jira project.
- Once the connection is in place, refresh the Jira issue panel.
Connecting the Jira card under API Integrations will not clear this screen. The plugin only recognises projects connected through the Jira Plugin card, so a project set up through the API Integration reports "not mapped" indefinitely.
Other causes of this screen when the connection looks correct:
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The TestKase project is connected to a different Jira site. A TestKase project is connected to one Jira project on one Jira site. If you open the panel from another Jira site, it shows "This TestKase project is connected to a different Jira site. Ask a TestKase project admin to reconnect it from TestKase." This holds even when the other site's project has the same project ID, because Jira reuses project IDs across sites. To use the panel from this site, a TestKase project admin must reconnect the Jira Plugin card to this site's Jira project, which disconnects the other site.
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You belong to more than one TestKase organization. The plugin searches only the first organization your account joined. A Jira Plugin connection made from a TestKase project in another of your organizations is invisible to it. See Setup & Authentication.
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Someone changed the connection while you were working. If the project's integration is reset or switched to a different connection type mid-session, the plugin's next call is refused and the panel switches to this screen. Reload the issue after the connection is restored.
Nothing is lost when this happens -- test cases, cycles and execution results stay in TestKase, and the panel returns when the connection is back.
Common Issues
▶Panel shows 'Not Configured' on every issue
This means no PAT has been saved for your user. Navigate to the TestKase global page in Jira (find it in the apps menu), enter your PAT, and click Save. The configuration is per-user, so each team member must set up their own PAT.
▶I saved my PAT but the panel still shows loading
Try these steps:
- Refresh the Jira issue page.
- Verify your PAT is valid by testing it in the TestKase API or checking Settings → API Keys.
- Ensure the Jira project is connected to a TestKase project through the Jira Plugin card on the Requirement Integration page in TestKase.
- Check your browser console for network errors -- the Forge app may be unable to reach the TestKase API.
▶Test cases are not appearing in the panel
Possible causes:
- No test cases linked: The panel shows test cases linked to the current Jira issue. If no test cases have been linked or created from this issue, the table will be empty.
- Wrong project: Verify that the Jira project is mapped to the correct TestKase project. Test cases from a different project will not appear.
- Pagination: If you have many test cases, check subsequent pages using the pagination controls.
▶AI generation is grayed out or not available
The Generate Testcase button is disabled when AI features are turned off for your organization. Ask your organization owner to enable AI features from TestKase Settings. The button tooltip will read "AI features are temporarily unavailable. Contact your admin."
▶AI generation fails because credits have run out
Your organization's AI credit balance has reached zero. The plugin draws on the same shared pool as the TestKase web app and the Chrome extension, so heavy use anywhere consumes it. The button stays enabled in this state -- the message appears only after you click Generate. Ask your organization owner to review the AI usage balance in TestKase Settings. On a paid plan it refreshes on the 1st; on a free organization the grant is one-time and upgrading is what restores AI.
▶Execution status is not saving
Ensure you have:
- Selected a status (Not Executed, Pass, Fail, or Blocked) -- the Save button is disabled until a status is chosen.
- A stable network connection -- the Forge app needs to reach the TestKase API to save execution data.
- A valid PAT -- if your token has expired, saves will fail silently. Refresh your PAT if needed.
▶Attachments fail to upload
Check the following:
- File format: Only PDF, PNG, JPG, GIF, WEBP, MP4, AVI, MOV, XLSX, XLS, CSV, DOC, and DOCX files are supported.
- File size: Large files may exceed upload limits. Try compressing the file or reducing resolution for images/videos.
- Storage quota: Your TestKase organization may have reached its storage limit. Check Settings → Storage in TestKase.
▶I can't see my folders
Folders are loaded based on the TestKase project mapped to the current Jira project. If you do not see expected folders:
- Verify the project mapping is correct (check the Jira Plugin card on the Requirement Integration page in TestKase).
- Ensure you have permission to view folders in the mapped TestKase project.
- Try expanding parent folders -- child folders are hidden until the parent is expanded.
▶The panel is slow to load
The plugin makes API calls to TestKase on each load. Slow loading can be caused by:
- Network latency between your Jira Cloud instance and the TestKase API.
- Large datasets -- projects with thousands of test cases may take longer to load. Use search and pagination to narrow results.
- Forge cold starts -- the first load after a period of inactivity may be slower due to Forge infrastructure warm-up. Subsequent loads are faster.
▶Can multiple team members use the plugin simultaneously?
Yes. Each user configures their own PAT, and all actions are independent. Multiple team members can create test cases, execute tests, and manage cycles on the same or different Jira issues simultaneously. Each user's actions are attributed to their TestKase account.
▶How do I update my PAT?
Navigate to the TestKase global page in Jira (accessible from the apps menu). Enter your new PAT and click Save. The old token is replaced immediately. You can generate a new PAT from TestKase Settings → API Keys.
▶What data does the plugin store in Jira?
The plugin stores your Personal Access Token in Forge's encrypted key-value storage (per-user, per-instance), and a small mapping record -- your Jira account ID, the Jira project ID, and the matching TestKase project and organization IDs -- in the app's Forge SQL database.
All test management data (test cases, cycles, executions, folders) is stored in TestKase, not in Jira. The plugin reads Jira issue context (title, description, project key) and does not write to or modify Jira issues.