Support
Answers to common questions about Crew Labs' Atlassian apps. Can't find what you need? Reach out directly - the same address covers every app.
Email support
Monday–Friday, 9:00 AM–5:00 PM EST. Response within 24–48 business hours.
Covered
- Installation, configuration, and setup in Jira Cloud
- License, renewal, and Marketplace billing inquiries
- Bug reports, security disclosures, feature requests
Not covered
- Custom software development or custom API integration coding
Inbound Webhook Router for Jira
Also covered
- Webhook payload formatting and provider troubleshooting
Not covered
- Administration of third-party monitoring tools beyond webhook payload config
Does Inbound Webhook Router use my Jira Automation rule runs?
No. Inbound Webhook Router runs on Atlassian Forge and interacts directly with the Jira Cloud REST API. It uses 0 Jira Automation runs.
Where do I find my inbound webhook endpoint URL?
Go to your Jira Cloud site → Settings (⚙️) → Apps → Inbound Webhook Router for Jira. The endpoint URL is displayed at the top of the page.
Why is my webhook returning HTTP 401 Unauthorized?
Make sure your request includes the header x-webhook-token: <your_secret_token> or Authorization: Bearer <your_secret_token> matching the secret token generated in your Inbound Webhook Router settings.
Why is my webhook returning HTTP 402 Payment Required?
HTTP 402 means your Atlassian Marketplace trial has expired or your subscription is inactive. Renew your subscription in Atlassian Marketplace to resume automatic ticket creation.
Is my webhook data safe?
Yes. Inbound Webhook Router runs 100% inside Atlassian's secure cloud infrastructure. Webhook data never leaves Atlassian's trust boundary, and secrets are stored using write-only encryption. See the Privacy Policy for details.
ParentSync for Jira
Does ParentSync use my Jira Automation rule runs?
No. ParentSync runs on a native Atlassian Forge event trigger, not a Jira Automation rule, so it uses 0 Jira Automation runs.
Where do I find the ParentSync settings?
Go to your Jira Cloud site → Settings (⚙️) → Apps → ParentSync Settings. Jira administrators can turn auto-complete, auto-start, and story point rollup on or off there, and set the story points field id.
Which status does ParentSync move the parent to?
When the first subtask starts, the parent moves to an In Progress category status, preferring one named “In Progress” or “Work in progress”. When all subtasks are done, the parent moves to a Done category status, and the Done resolution is set if your workflow requires one. ParentSync can only use transitions that are available to the parent issue in your workflow.
Which field does story point rollup use?
Rollup is off by default. When enabled, it sums the subtasks' story points into the parent using the field id set in the ParentSync settings, which defaults to customfield_10016. Change the field id if your site uses a different story points field.
Why is ParentSync not updating my parent issues?
Check that the relevant feature is switched on in the ParentSync settings, that your Marketplace license is active (syncing pauses while it is inactive), and that your workflow offers the parent issue a transition into the target status category.
Is my data safe?
Yes. ParentSync runs entirely inside Atlassian Forge, makes no calls to external servers or third parties, and uses no shared secret or credentials. See the Privacy Policy for details.