To open the Timetracker Global Settings:
As it is described on the Data storage and synchronization page, the Timetracker Cloud version using the Jira API’s to retrieve data related to projects, issues and manage worklogs. We only synchronize some worklog related information from the customer’s Jira Cloud Instance to our servers, in order to provide high performance and fast response times in the Timetracker app’s reporting features.
In some cases, the Timetracker app’s database can be out of synch with the Jira worklog data. (Eg. something unexpected happened with the App operation, there was a maintenance or after migrating from Server/Data Center). The app will notify the users about this issue when they create a report. The Jira Administrator can resolve it by starting the re-synchronization manually in this admin page.
Here you can restart full worklog data synchronization between your Jira instance and the Timetracker app database. It will take some time, so it is recommended to do it outside working hours.
You can start the synchronization process with the “Restart Synchronization” button.
( Note, that the application also synchronizes continuously during worklog events, such as creating, modifying, deleting worklog, etc.)
The “Synchronization Status” can be in two state after a re-synchronization:
Completed with warnings
In the latter case, the app failed to sync all worklogs from the Jira. In this case, issues for which some of the worklogs failed to sync are listed in the list below in the following format:
[AA-6] failed to fetch worklogs: total: 21, synchronized: 19
Each line shows how many worklogs could not be synchronized on the given issue.
Possible reasons for synchronization issues
If you encounter any issue with the data synchronization, or you experience missing worklogs in Timetracker screens, please make sure that you walked through first our troubleshooting guides.
Some worklogs have visibility restriction configured and our app does not have permission to view them. This can happen after migrating from Jira Server or Data Center, or it was configured when it was possible in the Jira Cloud.
The application cannot access certain projects and cannot read and synchronize their Issue data and worklogs due to missing permission.
Make sure, that the “atlassian-addons-admin” group or “atlassian-addons-project-access” Project Role have “Browse projects” permission configured in the permission scheme in these (or all) projects in Jira.
The application cannot access certain worklogs and cannot read and synchronize them due to missing fields.
Make sure that the “Log Work” field is present, and not hidden in the field configuration schemes.
The application cannot access certain projects and cannot read and synchronize their Issue data and worklogs due to configured Issue Security.
Make sure, that the “atlassian-addons-admin” group or “atlassian-addons-project-access” Project Role are added to the necessary security level.