Troubleshooting Gliffy for JIRA

JIRA treats Gliffy diagrams as attachments to issues, so your diagram must be attached to a saved issue. Unfortunately, if you did not save and name the issue in JIRA where you started and saved the Gliffy diagram, the diagram has no where to attach to. This is unfortunately a limitation of how JIRA treats Gliffy diagrams.

You can search in JIRA for the name of the Gliffy diagram to try to retrieve it. But if the search results do not find the diagram, it may unfortunately be lost.

We always recommend first creating, naming, and saving the issue in JIRA so that if you encounter a web browser or connection issue and you need to quit, a draft of your diagram would still be attached to the JIRA issue.

If you have further questions, contact our support team (see Contacting support).

If you know that your JIRA has a license for the Gliffy plugin, but yet you cannot access Gliffy from your issues, verify that you have permissions to add and delete attachments to an issue. Access to the Gliffy for JIRA plugin is available only to users tho have permission to add and delete attachments to issues.  Delete attachment permission is required by Gliffybecause JIRAdoes not support attachment versioning. When a Gliffy diagram is edited/saved, the attachment must be deleted and recreated by Gliffy, with all previous versions bundled inside of it.

For information about how to verify your permission in JIRA, see https://confluence.atlassian.com/display/JIRA/Configuring+File+Attachments. If you do not have these permissions, contact your JIRA administrator.

If you do have the proper permission but you still can't access Gliffy, contact our support team (see Contacting support).

When you import Visio diagrams in Gliffy (see Importing diagrams), consider the following limitations and known issues.

• Visio symbols that are not supported in Gliffy appear as a red box.
• You may notice minor differences between the symbol in Visio and how it looks in Gliffy. All Visio shapes are currently imported as images with the exception of some simple lines.
• The .vdx or .vsdx file must be exported directly from Visio.
• You cannot import read-only Visio files into Gliffy. You must save the Visio diagram without the read-only restriction.
• Blank pages do not import. Remove blank pages before you export from Visio.
• Importing multiple worksheets is not supported. Separate your tabs/worksheets and then import them individually.
• Importing binary Visio files (*.vsd) is not supported.
• Lines connected to some shapes may pop into a different position when the shape moves.
• You cannot adjust the line width, line color, fill color, gradient, or drop shadow of imported Visio diagrams.
• Rotated shapes may have jagged lines.
• Sometimes lines may import as shapes. When this happens, you cannot attach the imported line to another shape.
• Paragraph formatting or tab formatting for text is not supported.
• Only fonts available in Gliffy are supported. All other fonts default to Helvetica or Arial.
• Shapes with shadows or gradients may cause file to not import

Here is a list of issues that may affect an entire class of diagrams.