Getting Help
This page explains how to get support for Dynamic Screen Rules, including licensing information, trial evaluation, and how to contact our support team.
Licensing Model
Dynamic Screen Rules is a paid Jira Cloud app distributed via the Atlassian Marketplace under the Terano Apps vendor.
Key Points
Paid via Atlassian – billing is handled entirely by Atlassian and attached to your Jira Cloud site
Per-site subscription – pricing is based on your Jira Cloud user tier
Free for small teams + trial – small sites get a free tier, and larger sites can start with a time-limited free trial before paying
To see the exact price for your user tier, visit the Dynamic Screen Rules listing on Atlassian Marketplace and check the Pricing tab.
Pricing Tiers
Pricing follows Atlassian's standard user tiers:
Free tier – Available for small teams (up to 10 users)
Paid tiers – Pricing scales with your Jira Cloud user count
Enterprise – Custom pricing for large organizations
All pricing is managed and billed by Atlassian, not directly by Terano Apps.
Trials and Evaluation
Starting a Free Trial
As a Jira/site admin you can:
Start a free trial directly from the Marketplace listing
Evaluate the app in production or on a Jira sandbox
Let the subscription start automatically after the trial, or cancel before it ends
Trial duration: Typically 30 days (check Marketplace listing for current trial length)
Evaluation Best Practices
Test in a sandbox first:
Create rules in a test project before production
Verify rule behavior with different user roles
Test with actual team members to ensure usability
What to evaluate:
Create rules for your most common use cases
Test on different screens (Global Issue Create, Issue View, Issue Transition)
Verify performance with your team's workflow
Check compatibility with other Jira apps you use
Trial support:
Full support is available during trial period
Contact support with questions or configuration help
We can help you design rule configurations for your use cases
Cancelling Before Trial Ends
Uninstalling the app or cancelling the subscription is done from your Atlassian admin/billing screens and takes effect immediately. No charges if you cancel before trial ends.
Managing the Subscription
All subscription management is done in Atlassian - no separate vendor billing portals required.
Installation and Uninstallation
Install:
Go to Atlassian Marketplace
Search for "Dynamic Screen Rules"
Click "Try it free" or "Get it now"
Approve installation in your Jira instance
Uninstall:
Go to Jira Settings → Apps → Manage apps
Find Dynamic Screen Rules
Click "Uninstall"
Confirm uninstallation
Billing and User Tiers
Billing follows your Jira user count
If you move to a higher/lower tier, Atlassian automatically adjusts the app's price
Each Jira site (prod / sandbox) manages its license separately
You can test in one environment and pay only in another
Example:
Production site: 50 users (paid subscription)
Sandbox site: 50 users (free trial)
Billing applies only to production site
Subscription Renewal
Subscriptions auto-renew monthly or annually (based on your choice)
Atlassian handles all renewal billing
You can cancel anytime from Atlassian admin screens
No cancellation fees or penalties
Support & Contact
Product support for Dynamic Screen Rules is provided directly by Terano Apps.
Service Desk (Primary Support Channel)
Contact us via our Service Desk
Use the Service Desk when you need help with:
Rule configuration (conditions, actions, Smart Values)
Unexpected behaviour or error messages
Field support questions (which fields work with which actions)
Screen-specific limitations (Global Issue Create, Issue View, Issue Transition)
Questions about licensing or billing
Feature requests and product feedback
Integration issues with other Jira apps
What to Include in Support Tickets
To help us resolve your issue quickly, please include:
Required information:
Your Jira Cloud site URL (e.g.,
yourcompany.atlassian.net)Screenshots of the problem:
Rule configuration screen
Issue screen showing unexpected behavior
Error messages (if any)
Description of what you expected vs what actually happened
Helpful additional information:
Which screen you're using (Global Issue Create, Issue View, Issue Transition)
Issue type and project where problem occurs
User role/permissions of affected user
Steps to reproduce the problem
Browser and version (if relevant to UI issues)
Example of a good support ticket:
Response Times
Critical issues (app completely broken): < 2 hours
High priority (major feature not working): < 4 hours
Normal issues (questions, minor bugs): < 24 hours
Feature requests (enhancements): Acknowledged within 48 hours
Response times are based on business days (Monday-Friday, excluding holidays).
Support Hours
Support is available during business hours:
Time zone: Central European Time (CET/CEST)
Coverage: Monday-Friday, 9:00-17:00 CET
After hours: Critical issues are monitored 24/7
Other Contact Methods
General Inquiries
For topics beyond day-to-day product support (partnerships, enterprise sales, general inquiries):
Visit Terano Apps contact page
Email: Contact through website
Documentation Feedback
Found an error in documentation or want to suggest improvements?
Use Service Desk with "Documentation Feedback" category
See Documentation Feedback for details
Feature Requests
Have an idea for a new feature or enhancement?
Submit via Service Desk with "Feature Request" category
Include use case description and business value
We prioritize features based on customer demand and feasibility
Before Contacting Support
Try these troubleshooting steps first - they solve most common issues:
Rule Not Working
Check:
✅ Is the rule enabled? (Check rule list for disabled indicator)
✅ Does issue type match rule scope?
✅ Are conditions actually met? (Test with different values)
✅ Is field added to screen? (Project Settings → Screens)
✅ Does user have required permissions?
Resources:
Field Not Supported
Check:
✅ Is field type supported? See Supported Field Types
✅ Is action supported on this screen? See Screens & Contexts
✅ Are there known platform limitations? See Known Platform Limitations
Smart Value Not Working
Check:
✅ Is syntax correct? See Using Smart Values
✅ Is function supported? (Check function reference)
✅ Does field exist? (Field references must match exact field IDs)
Resources:
Performance Issues
Check:
✅ How many rules are configured? (Too many rules can slow down forms)
✅ Are conditions overly complex? (Simplify where possible)
✅ Are you hitting the 5-app UIM limit? See Known Platform Limitations
Resources:
Self-Service Resources
Before contacting support, check these resources:
Documentation
Quick Start Guide - Get started in 5-10 minutes
Configuration Guide - Step-by-step rule creation
Use Cases & Examples - Ready-to-use rule configurations
Troubleshooting - Common problems and solutions
Video Tutorials (Coming Soon)
Video guides covering:
Quick start walkthrough
Progressive disclosure examples
Smart Values deep dive
Complex use case configurations
Check Video Tutorials for latest content.
Enterprise Support
For enterprise customers with specific support requirements:
Custom SLA agreements:
Dedicated support contact
Faster response times
Priority feature development
Custom training and onboarding
Contact Terano Apps to discuss enterprise support options.
Community and Updates
Product Updates
Stay informed about new features and releases:
Check Atlassian Marketplace listing for release notes
Follow Terano Apps on social media
Subscribe to product update emails (opt-in via Service Desk)
Roadmap and Feature Voting
Interested in upcoming features?
Major features are announced via Marketplace listing updates
Vote for features you want via Service Desk feature requests
We prioritize development based on customer feedback
Related Pages
Documentation:
Documentation Feedback - How to improve docs
Video Tutorials - Video guides (coming soon)
Troubleshooting:
Common Issues - Frequent problems and solutions
Debugging Rules - Step-by-step debugging
Configuration:
Creating Your First Rule - Step-by-step guide
Managing Rules - Enable, disable, edit rules
We're here to help make Dynamic Screen Rules work for your team. Don't hesitate to reach out via our Service Desk!
Last updated