Support and FAQ
Mode: reference. How to get help, and answers to common questions.
Getting support
Section titled “Getting support”- Email: help@softwired.com.au
- First response: within 2 business days (AEST).
- Severity: data-loss or security issues jump the queue; cosmetic issues ride the monthly maintenance window.
Frequently asked questions
Section titled “Frequently asked questions”The Portfolio says “No Jira plans found”. What’s wrong?
Section titled “The Portfolio says “No Jira plans found”. What’s wrong?”Nothing is broken — the Tollgate Portfolio rolls up projects that belong to a Jira Plan, which is a Jira Premium feature (Advanced Roadmaps). You’ll see this message when there are no Plans available to you.
To fix it:
- Confirm your site is on Jira Premium.
- Create a Plan in Jira and add your investment projects as issue sources.
- Reload the Portfolio page and pick the Plan.
If you’re not on Premium, you can still run the full governance workflow on any single investment from that project’s Tollgate tab — no Plan required. See Connect a Jira Plan.
The Portfolio says “Tollgate Portfolio needs Advanced Roadmaps”.
Section titled “The Portfolio says “Tollgate Portfolio needs Advanced Roadmaps”.”The site isn’t on Jira Premium, or your account can’t access Plans. On a Premium site, create a Plan containing your projects and it will appear.
The Plan loads but says “No Tollgate data found”.
Section titled “The Plan loads but says “No Tollgate data found”.”The Plan resolved its projects, but none have Tollgate governance data yet. Open a project’s Tollgate tab and start tracking it.
Why can’t I use Ask Tollgate?
Section titled “Why can’t I use Ask Tollgate?”The Tollgate Rovo agent requires Atlassian Rovo, available on Jira Premium and Enterprise only. On a Standard plan you get the methodology, the six-tab core, and present-from-the-dashboard, but not the in-app agent. See Ask Tollgate for briefings and insights.
Does Tollgate calculate ROI?
Section titled “Does Tollgate calculate ROI?”Yes — as a forward target. The financial case computes NPV, IRR and payback at Approval, and that’s the benchmark you steer against through delivery. What Tollgate doesn’t do is keep a live realised ROI score: counterfactuals are invisible, attribution windows are long, and a single actual-versus-expected number would be a polite fiction with a green tick. At realisation it holds what we said next to what we got, in prose, authored by the sponsor. See Does Tollgate calculate ROI?.
How do I export the deck?
Section titled “How do I export the deck?”There isn’t one — the dashboard is the deck. Present live from Investment Health; see Present the dashboard to a steering committee.
Can I get my data out?
Section titled “Can I get my data out?”Yes. Export an auditable CSV of your governance record at any time — see Export the governance record.
Security and privacy
Section titled “Security and privacy”For data handling, deletion, and legal documents, see Security and privacy.