Troubleshooting

Messages you are most likely to see, and what to do about each.

Getting in

Capacity Compass only appears in Jira software projects. Service management, business, product discovery, and operations projects have no sprint boards, so the item is hidden.

If it is missing from a software project, check with your Jira administrator that the app is installed.

Connect a Scrum board to get started

The project has no Scrum board available for planning. Either it has no Scrum board, or its boards are disabled in Capacity Compass.

Check Board settings. A disabled board still appears there and can be enabled. See Turn Capacity Compass on for a board.

Capacity planning is temporarily unavailable

Settings could not load. Select Try again. If it keeps happening, check the Atlassian status page for a Jira incident.

N boards are disabled

Not an error. The project has boards that are not part of Capacity Compass. Select Settings beside the note to review them.

Creating a plan

Create plan is not available

A line beneath the button lists every reason. There are four.

Reason	Fix
The sprint has already started	Choose an upcoming sprint. Plans record what was committed before work began
The sprint has no dates	Set start and end dates on the sprint in Jira
No estimate source field	Select a field under Estimates
No story point conversion	Select a conversion, or switch to planning in hours

This sprint has no valid start and end dates in Jira

Capacity is counted in work days, so the sprint needs both dates. Set them on the sprint in Jira, then return.

This sprint has been running for more than a day

A plan can only be created for an upcoming sprint or one that has just started. Choose a different sprint.

Someone is missing from the search

Only members of the Jira project can be added. Add them to the project in Jira first, then search again.

On the plan board

Individual hours were reset

Saving Capacity settings resets every member's gross capacity to working days multiplied by hours per day.

Set those two numbers first, then adjust people in the Team panel. See Set your team's capacity.

Assigned hours look wrong

Work through these in order.

Select ↻ Refresh all. Figures are read when the plan loads and may be stale.
Check for issues showing no estimate. They contribute nothing to assigned load.
Check the estimate field is the one your team actually fills in.
Check the conversion. A scale of 1 point to 6 hours gives very different numbers from 1 to 1.
Look for an asterisk beside an hours figure. It means the issue's points were not in the conversion table and a value between the nearest entries was used.

This sprint has more issues than we load at once

Assigned totals cover the first batch only and may understate the real load. Treat the verdict as a floor rather than an exact figure.

This sprint is closed

Closed plans are read only. View the outcome in Track how your sprints are going.

The sprint has started and I am editing the plan

Allowed, and Capacity Compass warns you. Your changes update the current plan. The capacity captured at sprint start stays as the recorded commitment, so Tracking still shows what you originally committed to.

Reporting your own availability

It cannot tell who I am

Pick your own name from the list. This happens when your Jira identity could not be matched to a row.

You are not on this plan's roster

Ask whoever runs the plan to add you, or select the person you are standing in for.

Enter valid days off and hours within the sprint

Days off cannot exceed the sprint length, and hours off cannot exceed the time left after those days are taken.

A figure is well beyond the team starting point

A caution, not a block. Usually a typo such as 380 instead of 38. Save it anyway if it is correct.

Activities exceed your available hours

Your meetings add up to more than the time you have. Review your attendance, or tell whoever runs the plan that the meeting load is wrong.

Tracking

No closed sprints yet

Tracking is built from snapshots taken when sprints close. Close a sprint and it appears.

No closed sprints in this range

Widen the range to the past 6 or 12 months.

Estimate bias is empty

Bias needs completed work with both an estimate and tracked time. Configure worklogs or a tracked time field under Data source in board settings.

A sprint is marked Partial

Its snapshots were not fully captured, usually because the app was installed partway through. Shown rather than hidden so a gap in the data is visible.

Couldn't tell which board to show

Open Tracking from a project whose board has plans. Select Try again if the project does have one.

Settings and permissions

I cannot see the enable or disable button

It is hidden for anyone without Administer projects on the project. Ask a project administrator.

Only Availability is showing in board settings

The board is disabled. Enable it and the other sections appear.

Saving the site default is unavailable

The site has more boards than one read can enumerate, so Capacity Compass cannot state how many boards a change would move. Saving stays off until it can.

More boards than one page can hold

The board list is a prefix rather than everything. Use the search field to find a specific board.

Still stuck

Useful details to include when reporting a problem:

The project and board
The sprint and its dates
The exact message shown
What you were doing when it appeared
Whether it happens every time