Troubleshooting and FAQ

The preview says there is nothing to invoice. It says why: worklogs already on an order, non-billable, or without a rate. If it shows nothing at all, check the mapping’s JQL in Jira’s search with the same period, and that time tracking is on.

Tripletex does not accept the token. Create a new employee token for the application Fakturer for Jira, with access to customers, products and orders, and paste it again. Tokens can expire or be removed in Tripletex.

A customer is missing in the search. Create it in Tripletex first; Fakturer only lists existing, active customers.

Fakturer says the customer is invoiced in another currency. Tripletex prices an order in the customer’s currency. Make Fakturer’s currency (Settings → Apps → Fakturer) and the customer’s currency in Tripletex the same, then preview again. Nothing was created and the worklogs are free.

I deleted an order in Tripletex. How do I bill those hours again? A Jira admin opens Apps → Fakturer → History, selects Deleted in Tripletex? on that order and confirms. Only do this if the order really is gone, or the hours can be billed twice.

Someone changed a worklog after it was billed. The worklog stays recorded as billed, so the change is not billed. Add the extra time as a new worklog.

Can people see costs and rates? Only Jira admins see and change mappings in the settings. People with the create permission see the preview for every active mapping: work item keys and summaries, people’s names, hours, rates and amounts, also for work in projects they can’t browse in Jira. Grant the permission only to people who handle invoicing.

Does it work with Tempo Timesheets? Fakturer reads Jira’s worklogs. Tempo also writes worklogs to Jira, but they are stored under Tempo’s app user, so per-person rates and per-person lines do not apply to them; the mapping’s hourly rate does.

Does Fakturer send data anywhere else? Only to the Tripletex company you connect. See the privacy policy.