Summary

This article is to guide you through the process of understanding, setup & troubleshooting the Why? button.

Typical asks are:

• Why does the Why? button is not displayed in my instance?

• I want to enable the Why? button on the instance

• The Why? button information is not synchronized to Jira

• I’ve updated the Why? field in Jira but it’s not synchronizing back to Jira Align

Environment

Jira Align

Diagnosis

1. The Why? button is not displayed; or

2. The Why? button is not synchronizing

Cause

• The Why button functionality might be disabled

• The Jira Connector is unable to sync

• The incorrect expectation of the Why field’s synchronization behavior.

Solution

How to enable the Why? button functionality (from scratch)

• The article View the Jira Align "Why" Field in Jira Software provides comprehensive details on how to enable the Why? button functionality.

The Why? button feature toggle might be disabled

• This functionality is controlled by a feature toggle that is disabled by default. Please contact Jira Align Support or a Solution Architect for confirmation and to request enablement.

The Jira Connector is unable to sync

• Check with Jira Admin if Jira has a corresponding custom field created for that purpose. That field should be added to the edit & create screens and must be editable. The only supported field type is Text Field (multi-line).

• Check if the Jira Connector settings are configured accordingly, with the corresponding custom field ID. Expected format is

Updates in Jira does not sync back to Jira Align

• This is an incorrect expectation of the Why? field’s synchronization behavior. This field is one-direction sync, JA → Jira only (not the other way around)