Troubleshooting Laya WorkflowOS
Fix the common problems in Laya WorkflowOS: rules that do not run, permission and AI messages, search and export problems, and licence pages.
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A rule did not run
Open Activity and filter by Errors or Skipped: most runs that did not happen are recorded there with a reason. Then check:
- The rule is active. Draft and Disabled rules never run, and a Pending rule waits for an admin to approve it.
- The issue is in the rule's SCOPE, and it matches the trigger and every condition. A dry run on the issue shows which condition stopped it.
- Automation is not paused. A red banner on the admin page shows an emergency stop; a maintenance window pauses rules during its hours, in UTC.
- An admin limit did not stop it, such as Max runs / hour per rule, or a blocked action type, which skips the step with "blocked by admin policy".
- Give event rules a couple of minutes. To check a rule straight away, use Test.
Messages you may see
| What you see | What to do |
|---|---|
| "You do not have permission to manage rules (admins, or an admin-configured editor group, only)." | Ask a Jira admin to make the change, or, on Advanced, to add you to an editor group. |
| "Administer Jira permission is required for this action." | Only Jira admins can do this. Ask one. |
| "AI assist is disabled by an admin." | A Jira admin turned AI help off on the admin page. Ask them if you need it. |
| "Monthly AI limit reached" or "Monthly AI token limit reached" | The site's AI allowance for this month is used up. AI comes back next month; everything else keeps working. An admin can check the meter in Settings. |
| "AI temporarily unavailable (usage metering degraded). Try again shortly." | The app could not record AI use, so it paused AI to stay inside the allowance. Try again in about 10 minutes. |
| A message that your edition does not include the feature, or a section marked Advanced only | That needs the Advanced edition. Settings, About shows your edition. |
| Automation is PAUSED | A Jira admin used the emergency stop. Only an admin can choose Resume all. |
| A message that the JQL is not valid | Fix the query; the app suggests one under Did you mean:. Try the query in Jira's own issue search too. |
| "This transition is blocked by a workflow rule." | A Laya WorkflowOS Validator stopped the transition because its rule's conditions were not met. Fix the issue, or ask your Jira admin which rule it uses. |
Search and exports
- No results: run the same JQL in Jira's issue search. Search runs as you, so it only finds issues you can browse.
- An export or report has fewer issues than expected: it includes up to 5,000 issues, an admin may have set a lower limit, and exports by people who are not Jira admins only cover projects they can browse.
- Fields are blank: check that the field is on those issue types and that you can see it in Jira.
- A file does not appear: exports run in the background. Watch Recent files; a failed one shows its error there.
A licence page instead of the app
When the site's trial ends or its subscription lapses, the app shows a licence page. A Jira admin sees Buy on Atlassian Marketplace or Renew on Atlassian Marketplace; other people are asked to contact their Jira administrator. After renewing, choose Refresh this page.
The app or the admin page is missing
- Check that the installation finished: Jira settings, Apps, Manage apps.
- The admin page only appears for Jira admins.
- The board and backlog menu items appear in the ••• menu, under Laya WorkflowOS.
Still stuck? Contact support.
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