Keelcroft / Cross-Site Issue Sync for Jira / Support

Support

One monitored address for questions, incidents and data requests: support@keelcroft.com. Support hours are Monday to Friday, 09:00–18:00 IST.

Never send a credential.

Support will never ask for an API token, a password or a webhook secret. Do not include one in an email, a screenshot or a log excerpt. If you think a token has been exposed, revoke it at id.atlassian.com first and tell us afterwards.

Response targets

Critical — security incident, or data written to the wrong project: 1 business day.
High — sync stopped, or a field written incorrectly: 1 business day.
Normal — setup, mapping, an isolated error, or a data request: 2 business days.
Low — feature request or documentation feedback: 5 business days.

What to include

Both Jira Cloud hostnames, both project keys, the approximate time of the problem, the agreement state shown in the reconciliation view, and the two issue keys of an affected pair.

Things you can check first

The setup check fails on Credentials. The partner site rejected the email and API token: check both, and that the token has not expired. Scoped tokens are retried automatically through Atlassian’s API gateway.
The setup check fails on Project. The partner user cannot see the partner project. Add the user to the project with Browse projects permission.
A pair shows “conflict”. Both sites changed the same field to different values. Decide which is right, make that edit on one site, then press Replay.
A status was not written. Either the status is missing from your status map, or the other site’s workflow has no transition to the mapped status from where the issue currently is. Fix the map or the workflow and replay.
Partner changes take a few minutes. The partner user is not a Jira administrator there, so no webhook could be registered and changes are found by the five-minute check. To get changes within seconds, store an administrator’s token, then pause and turn sync on again.
Nothing syncs at all. Check the connection is enabled, then re-run the setup check. An expired API token is the most common cause.
New issues are not copied. Auto-create only follows issues created after sync was turned on. Link older pairs explicitly.
An issue was deleted on one site. The pair is marked failed and the other issue is left alone. Unlink it.

Pilot enquiries

The app is not yet generally available, so pilot scope is agreed before access is provided. Include both Jira Cloud hostnames, which projects you want to connect, and which fields matter most.

Security reports

Send suspected vulnerabilities privately to support@keelcroft.com with the subject line “Security”. Include reproducible steps and impact, but do not access data that does not belong to you.