Troubleshooting

“License Required” error in Confluence

The app is installed in Jira but Confluence hasn’t been connected yet, or the connection is still propagating. Go to admin.atlassian.com → Apps → Manage apps → Connected apps and click Connect next to AI Mention Triage. Wait 1–2 minutes, then refresh.

Confluence @mentions aren’t appearing in the inbox

Work through this checklist:

1. Confirm the app is connected to Confluence (admin.atlassian.com → Connected apps)
2. Confirm onboarding has been completed (click “Get Started” in the welcome screen)
3. Confirm the comment actually contains an @mention — plain text without a mention isn’t processed
4. Check the Confluence space isn’t excluded in Admin Config

@mentions from a specific project aren’t appearing

Check Admin Config — that project may currently be excluded, or the configuration may be set to only include a specific list that doesn’t contain it. Adjust the monitoring mode for that product type to include the project.

A Jira comment was edited but the classification didn’t update

This is expected — Jira comment edits don’t currently trigger reclassification. Confluence comment edits do. If a Jira comment’s meaning has changed significantly, the original classification will remain until the item is otherwise reprocessed.

Classification shows as failed

This usually means the AI didn’t respond in time, or temporarily had an issue. Editing the comment again — even a small change — triggers a fresh attempt.

The app isn’t visible in the Jira sidebar

Confirm it’s installed (Jira → Apps → Manage apps). If you just installed it, try a hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows).

Storage quota warning

Go to Settings → Data & Storage and clear old or read items. AI Mention Triage also clears older resolved items automatically as storage usage grows.

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For anything not listed here, contact support@sivect.com with your site URL and a description of the problem.