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 Krina. Wait 1–2 minutes, then refresh.

Confluence @mentions aren’t appearing in the inbox

Work through this checklist:

Confirm the app is connected to Confluence (admin.atlassian.com → Connected apps)
Confirm onboarding has been completed (click “Get Started” in the welcome screen)
Confirm the comment actually contains an @mention — plain text without a mention isn’t processed
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 comment was edited but the classification didn’t update

Reclassification only triggers when the comment’s content has meaningfully changed. If you made a small formatting change (fixed a typo, adjusted spacing) without changing the actual meaning, Krina treats it as unchanged and keeps the original classification. If the meaning did change but the badge still hasn’t updated, give it a moment — reclassification happens asynchronously after the edit.

I resolved something by mistake

You have 10 seconds after resolving to click “Undo” in the confirmation that appears. After that window closes, the item is permanently deleted and can’t be recovered.

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.

An item shows “basic triage — AI budget reached”

Krina has a monthly AI classification allowance. When that allowance is exhausted, new mentions are still captured and appear in your inbox — but they fall back to heuristic classification (a rule-based best guess) rather than full AI classification. AI classification resumes automatically at the start of the next billing cycle. No overage charge applies — the fallback is a temporary reduction in classification accuracy, not a fee.

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).

Note: Due to a known Atlassian platform issue, the sidebar may still show the previous app name after a rename. The app itself works normally — the name in the sidebar updates when Atlassian processes the listing change.

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