FAQ & Troubleshooting

ASYNC is an Engineering Intelligence Platform built on Atlassian Forge. It correlates data across your project management, source control, messaging, meetings, and documentation tools to surface actionable insights, automate standups, detect blockers, and power asynchronous team handoffs. It lives inside your Jira Cloud instance as a native app.

ASYNC is built exclusively for Jira Cloud and supports Standard, Premium, and Enterprise plans. Jira Server and Data Center are not supported — ASYNC is built on Atlassian Forge, a cloud-native platform.

Setup involves up to three roles:

• Site administrator — Required for initial installation and organization-level configuration (Admin Settings: integrations, AI, availability)
• Project administrator — Configures ASYNC per project (Project Settings: teams, integrations, sync)
• Team members — No configuration needed. They access the dashboard and use AI features immediately once their project is set up.

In small organizations, the site admin often handles both admin and project setup.

ASYNC auto-detects your Jira board configuration and adapts its dashboard:

• Scrum — Sprint-based metrics: focus score, velocity trend, code pipeline
• Kanban — Flow-based metrics: WIP, cycle time, throughput
• Bug Tracking — Bug-focused metrics: open bugs, resolution rate, severity distribution
• General — Task-based metrics: completion rate, backlog size

No manual configuration is needed — the project type is determined from your Jira board settings.

After installation, ASYNC is accessible in three locations:

• Top navigation bar — The main ASYNC dashboard (global page, all users)
• Jira Settings → Apps → ASYNC — Administration console (site admins)
• Project Settings → Apps → ASYNC — Per-project configuration (project admins)

No. ASYNC never stores, reads, or processes your source code. We only ingest metadata such as PR titles, commit messages, review status, and CI pipeline results. Your intellectual property stays in your repositories.

All ASYNC data is stored in Atlassian Forge's encrypted storage infrastructure. Forge storage is part of Atlassian's cloud platform with the same security certifications (SOC 2, ISO 27001) as Jira Cloud itself. ASYNC does not maintain any external databases or servers.

Yes. LLM provider API keys (for Anthropic Claude, OpenAI, or Google Gemini) are encrypted at rest using Atlassian Forge's built-in storage encryption. Keys are only transmitted to the selected LLM provider for inference requests — they are never sent to Phoebuz, Atlassian, or any other third party.

Yes. Site administrators can use Reset to Factory Settings in the Storage tab to delete all ASYNC data. Two options are available:

• Data Only Reset — Removes synced data while keeping settings, teams, and integration connections
• Complete Reset — Removes everything including settings, requiring full reconfiguration

Both actions are irreversible and require explicit confirmation.

ASYNC uses cross-source correlation across all your connected tools (project management, source control, messaging, meetings, documentation) to build a unified picture of your engineering activity. An LLM then synthesizes this correlated metadata to generate standup summaries, intelligence card insights, narrative headlines, and copilot responses. The AI operates on aggregated metadata — never raw code.

When AI is disabled, ASYNC falls back to heuristic (rule-based) analysis that still detects patterns and generates alerts, but without natural-language synthesis.

For AI-Powered Insights (narrative generation, synthesis), you can choose from:

• Forge LLM — Built-in, no API key required (default)
• Anthropic Claude — Sonnet 4 recommended
• OpenAI — GPT-4o recommended
• Google Gemini — Flash 2.0 recommended

For AI Standup, Retrospective, and Copilot, Atlassian Rovo is required (included with Jira Premium and Enterprise). See AI Configuration for setup details.

Yes. ASYNC works without AI features enabled. The dashboard still displays sprint context metrics (focus score, velocity, code pipeline), intelligence cards (using heuristic detection), and all configuration features. You only miss AI-synthesized narratives, standup generation, and copilot assistance.

Rovo is Atlassian's AI platform that powers conversational AI in Jira. ASYNC uses Rovo for three features:

• AI Standup — Generate personalized standup summaries
• AI Retrospective — Generate sprint retrospectives near sprint end
• ASYNC Copilot — Chat with an AI assistant that has full engineering context

Rovo is included with Jira Premium and Enterprise plans. If Rovo is unavailable, the Standup, Retro, and Copilot buttons display a modal explaining how to enable it. All other ASYNC features work without Rovo.

ASYNC uses a two-layer data architecture:

• Real-Time Metrics — Quantitative data calculated live each time you open the dashboard: sprint progress, focus score, velocity, code pipeline. These power the Sprint Context cards.
• AI Intelligence — Qualitative insights synthesized during each sync: narrative summaries, blocker detection, action recommendations, goal confidence. These power the narrative headlines, intelligence cards, and insights section.

Real-time metrics load first for instant visibility, then AI intelligence enriches the view with deeper synthesized insights.

Yes. Jira is the only required integration. Source control, messaging, meetings, and documentation integrations are optional and each adds additional signal depth. ASYNC delivers value with Jira alone — you can connect additional tools at any time to unlock richer intelligence.

ASYNC uses a two-level integration model:

1. Organization level (Admin Settings → Integrations) — Site administrators connect OAuth integrations for the entire Jira site. This establishes the connection and authorizes ASYNC.
2. Project level (Project Settings → Integrations) — Project administrators choose which org-level integrations this specific project uses, and select the resources (repos, channels, spaces) to monitor.

This means connecting a source control provider once at the org level makes it available to all projects. Each project then picks which repositories to monitor. The same applies to messaging, meetings, and documentation integrations.

ASYNC can automatically join public Slack channels, but private channels require manual invitation. To resolve this:

1. Open the private channel in Slack
2. Type /invite @ASYNC
3. Return to ASYNC Project Settings and the status will update to "Bot joined"

Zoom free plans have restricted API access. Meeting transcription data and some metadata may not be available. If you see this warning, consider upgrading to Zoom Pro or higher for full ASYNC integration capabilities. The warning can be dismissed and doesn't prevent basic meeting metadata from syncing.

Go to Admin Settings → Integrations tab and click Disconnect on the integration card. A confirmation modal shows the impact (affected projects) and provides instructions for revoking access at the provider level (e.g., GitHub Settings, Slack App Management). It's recommended to revoke the OAuth token at the provider as well for complete cleanup.

Teams of up to 10 users get free access. Teams with 11+ users pay a per-user rate starting at $2.50/user/month, with volume discounts up to 85% for larger organisations. All billing is handled through the Atlassian Marketplace.

When you reach a tier limit, the UI disables the relevant control and shows an upgrade prompt. See Project Settings — Tier Limits for the full breakdown.

All subscription management (upgrades, downgrades, cancellation) is handled through the Atlassian Marketplace. Navigate to Jira Settings → Manage apps → ASYNC to view your current plan and make changes.

The Free tier (up to 10 users) is permanently free — no trial period. For paid tiers, trial availability depends on Atlassian Marketplace terms at the time of subscription. Check the Marketplace listing for current trial offers.

This is Gate 1 — ASYNC is installed but the administration settings haven't been configured yet. A site administrator needs to:

1. Go to Jira Settings → Apps → ASYNC
2. Set the organization name
3. Configure ASYNC availability (all projects or specific projects)
4. Click Save changes

If you're not a site admin, use the Copy Message button on the welcome screen to send a setup request.

Your site administrator has configured ASYNC for Specific projects and this project is not in the list. To resolve:

• If you're a site admin: Go to Admin Settings → ASYNC Availability and add the project
• If you're not: Use the Copy Message button on the empty state screen to send a request to your admin

This is Gate 3 — ASYNC is configured but no sync has completed. Try:

1. Click Submit Handoff to trigger a manual sync
2. Wait 1–3 minutes for the sync to complete
3. Click Refresh Page

If the issue persists, verify that at least one team with members has been configured in Project Settings → Timezone & Teams, and at least one integration is enabled.

These features require Atlassian Rovo, which is included with Jira Premium and Enterprise plans. To enable:

1. Go to admin.atlassian.com
2. Select your organization
3. Navigate to Rovo and enable it
4. Return to ASYNC Admin Settings and click Recheck Status in the AI Configuration section

If your Jira plan is Standard, Rovo is not available. All other ASYNC features work without Rovo.

If the Test Connection button shows a failure for your LLM provider:

• Check your API key — Use the show/hide toggle to verify it's correct. Keys are long strings; even one missing character causes failure.
• Verify the key has access — Ensure the API key has permission for the selected model (e.g., Anthropic keys need access to Sonnet 4).
• Check provider status — The provider may be experiencing an outage. Check their status page.
• Try Forge LLM — Switch to the built-in Forge LLM (no API key needed) to verify ASYNC's AI pipeline is working.

You can clear the API key and re-enter it if you suspect a copy-paste issue.

ASYNC polls for OAuth completion every 2 seconds for up to 4 minutes. If the connection doesn't complete:

• Check for popup blockers — The OAuth flow opens in a new tab. If it was blocked, allow popups for your Jira domain and try again.
• Complete the auth in the new tab — Make sure you clicked "Authorize" or "Allow" in the provider's OAuth screen.
• Refresh and retry — If the polling timed out, refresh the Admin Settings page and try connecting again.
• Check permissions — Ensure you have the required admin permissions in the provider's account (e.g., GitHub organization owner for org-level repos).

ASYNC detected team members appearing in sync data (e.g., PR authors, Slack participants) who aren't configured in any team. This may cause incomplete intelligence since ASYNC can't associate their activity with a timezone or working schedule.

To resolve:

1. Click Configure Teams in the warning banner
2. Add the missing members to the appropriate team in Timezone & Teams
3. Save changes

Dismissing the banner hides it for 24 hours. It reappears until the discovered users are added to teams.

This means no active sprint exists on the selected project's Scrum board. Possible causes:

• The sprint hasn't been started yet in Jira — start the sprint on your board
• The sprint recently ended and a new one hasn't been created
• You're viewing a Kanban project (which shows flow metrics instead of sprint metrics)
• The project filter is set to a project with no board configured

For Kanban, Bug Tracking, and General project types, ASYNC shows flow-appropriate metrics instead of sprint data.

If saving fails in Admin Settings or Project Settings:

• Check your connection — Ensure you have a stable internet connection
• Verify permissions — Admin Settings requires site admin access; Project Settings requires project admin access
• Try again — Transient errors can occur with Forge storage. Click Save changes again after a few seconds.
• Check for validation errors — Ensure all required fields are filled (team names, timezones, etc.)

If the issue persists, contact info@phoebuz.com with the error message.

To fully remove ASYNC:

1. Reset data first (recommended) — Go to Admin Settings → Storage → Reset to Factory Settings → Complete Reset
2. Revoke OAuth tokens — Disconnect each integration and follow the provider-specific revocation steps shown in the disconnect modal
3. Uninstall the app — Go to Jira Settings → Manage apps → ASYNC → Uninstall

Uninstalling removes ASYNC from all three locations (navigation, admin settings, project settings).