Questions people actually ask

Does this work with Jira Service Management or Jira Software?

Both. Concessa works in Jira Service Management and in company-managed Jira Software projects. JSM is the natural home — change management is a JSM concept and per-agent pricing is its model — but nothing in the app requires it.

Do I need a separate change issue type?

No. Any issue can be brought under governance by recording its change details in the panel. If you already have a Change request type, use it; if you do not, you do not need to create one.

Can somebody outside Jira approve a change?

No, and this is a deliberate trade. An earlier version emailed external approvers a signed single-use link, which meant a public endpoint, a token to mint and verify, and a whole class of attack to defend. Approvers are now Jira users in the project. If a supplier or business owner needs to approve, either give them access or have an agent record the decision on their behalf — visibly, as themselves.

What happens to my data if I uninstall?

Uninstalling removes the app’s storage from your site. Your change records are Jira issues and stay exactly where they are; the governance metadata and audit chain go. Take a project-scoped evidence export first — it is portable, self-verifying and readable without the app.

Can an administrator edit or delete the audit trail?

No path in the app updates or deletes an entry. If one somehow were, verification would fail from that point onward and every export would say so — which is the property the chain exists to provide. Note this is enforced by the application rather than by the storage platform; the security page explains that honestly.

Why can I not download the evidence export as a file?

Forge UI Kit has no download primitive, and manufacturing one would mean sending your governance record to something outside Atlassian — exactly what this app promises never to do. The export is rendered for you to copy. Attaching a change-scoped export to its Jira issue, so Jira handles the download and retention, is on the roadmap.

Does it send email?

No. Requesting an approval posts a comment on the issue and your own Jira notification scheme decides who hears about it. The app has no mail transport and no way to acquire one.

Is there a free tier or a trial?

Trials and pricing bands are handled by the Atlassian Marketplace on their standard terms. The listing is the authoritative source — this site deliberately quotes no figures that could go stale.

What happens when a freeze window is declared after changes are already scheduled?

They are re-checked immediately and any that fall inside the window are flagged. That is the normal case rather than the exception — somebody announces a freeze for the end of the quarter and everything already booked into it has to be looked at again.

What happens if somebody moves an approved change’s dates?

The approval is withdrawn and the change goes back to In review, automatically. An approval is permission to make that change at that time, not a permanent clearance — so moving the planned window outside the one it was approved for means the approvers are being asked about a different change, and they are asked again. The withdrawal is written to the audit chain and Concessa comments on the issue, so nobody finds out by accident. Shortening the window inside what was already approved changes nothing, and neither does editing the summary, the risk or the impacted service. Three further limits apply. Once the approved window has passed with no outcome recorded, the dates can only move to a future start — a genuine postponement — not backwards to match what actually happened; record the outcome for that. Once an outcome is recorded at all, the change’s details are locked and cannot be edited, dates included. And a change’s type — Normal or Emergency — cannot be edited once it is approved, because the two are approved under different rules.

Can an approved or rejected change be reopened?

Rejected is terminal: revisiting a refused change means a new change record, visibly. Approved is terminal as far as any person is concerned — no button takes a change out of it — but the system will, in exactly one case: when the planned dates move outside the approved window. There is no reopen, no undo and no administrator override, because either would let somebody quietly unmake a decision the chain has already sealed.

Can I approve my own change?

No, and neither can whoever recorded it — the approver is neither the person asking nor the author, which matters when one agent writes a change up and another sends it for approval. Refused outright rather than flagged, and checked three times: when the request is made, when it is answered, and again when the change moves to Approved. An emergency change made alone is still recorded — it simply carries no approval, which is the honest answer.

Something not answered here? Email support@itsm-ltd.com.