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Knowledge Base

Tutorials and tips


Apart from License Tab, this is yet another information page useful when contacting our Support Team. This is where you can Send or Download Fine-grained logs, get the Integrity Report, Clear Apps's Cache and more. If by any chance you've encountered any issues with the app and even after updating the app your problem persists, please contact our Support Team via our ServiceDesk (or by sending an e-mail to: providing as much information describing the error as possible. Please remember, that the more detail we have on the issue, the higher the chance that we will be able to help you resolve it at first reply. Therefore, we are always more than happy, when we receive some screenshots of a section which the bug is related to, possibly with highlighted field where the defect occurs. Along with the above, we would need you to send us information on the version of Jira which you are currently using and (if by any means you were unable to make an update to the latest release) version of our application as well as the  Fine-grained Log.

Technical Info is divided into three major sections, which are:


This section allows to perform basic troubleshooting actions or (whenever required) extract information which can later be sent to the SoftwarePlant Support Team. 

  • In Detailed Logging sub-section we can pick the scope of information which will be stored in our application's logs. Any information logged here may be crucial when looking for app's errors, therefore when reproducing an error, we always recommend it to be set to 'Fine-grained' level.
  • Support Data allows to either send stored log files via automated system or to download them to your device in order to send them later on via e-mail or Support ServiceDesk. 

As we can see, the first two sub-sections are strictly connected as they allow users to collect basic information required by SoftwarePlant Team in order to trace a potential bug that might be causing issues.

Here's a simplified step by step guide on how to extract detailed logs:

  1. Using admin account, go to the 'JIRA Administration' page → 'Add-ons' → Find BIGGANTT / BIGPICTURE section on your left-hand side → Go to 'Technical Info'
  2. Find and hit 'Fine-grained' under Troubleshooting section
  3. Please go back to the app itself and try to reproduce the situation in which the error occurs (this step is essential).
  4. Now go back to the location from step 1 and hit 'Download' button right next to the Support Data sub-section.

This way we will receive a *zip archive with all necessary information for our tech support and dev teams to analyse. 

  • Plugin Cache function grants the possibility to 'Show Cache Stats' or to 'Clear Cache' of the application. Apart from restarting your Jira environment, the 'Clear Cache' option may be the first troubleshooting action done on your own to try and solve your problem as the application may sometimes store some invalid entries in its cache. Once the cache is cleared, the issue may often be resolved or diagnosed more easily.
  • Plugin locks is used to monitor Data Center environment by clients with distributed database infrastructure. This option is irrelevant for Cloud or Server versions of Jira(it will then return 'No active locks'). When pressed 'Show locks stat' button will display the list of currently created 'distributed locks'. These locks are used to synchronize tasks. Alongside every lock there will be a 'Force unlock' button which enables administrators to manually remove the lock from the system. Since it is interfering with task synchronization it should only be used as last resort by experienced administrators who know what they are doing. An example of such a situation would be a 'deadlock' which is suspected of blocking proper functioning of the system.

  • Integrity Checker can be another tool of "self-help" whenever issues with the application occur. It is useful whenever the add-on does not respond properly in the environment in which it operates. It is here that we can check app's integrity report and in case of any flaws or defects you can try to re-establish its proper functioning by hitting: 'Fix Integrity Checker Errors'.

Performance Info

This section on the other hand is a tool of a preemptive type of troubleshooting, if we can call it that way. It is filled with a list of settings which allow to define precautious actions regarding information and values input in our application. As they say: "better to be safe than sorry". It is here, that you can decide whether to save these values stored in the app's cache to our database every 30 minutes or to leave them be.

This section also has informative value, since by selecting the Source of stored info (whether App's Cache or our Jira Database), while investigating the problem developers are able to go through various classes, their methods and arguments using Previous/Next pagination buttons during further analysis.


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