Trace Gap Support
Trace Gap: Requirements Traceability & Coverage for Jira is published by Bobook Limited.
Our support commitment
Said plainly first: we have no evidence that support in this category is bad. We are not going to imply the competition ignores you in order to sell to you.
These are what we are bound to, written so you can check them, and published with a record below.
1. The person who answers wrote the app. You describe the problem once, to someone who can read the source and fix it.
2. A first reply within one business day, Monday to Friday, Central European Time. If we miss it, it goes in the record below.
3. A reproducible defect that makes the report wrong is worked the day we reproduce it, with a named fix date rather than "we'll look into it".
4. We will tell you when another app is the better buy. If you need a traceability matrix, hierarchy views or impact analysis, Links Explorer does those and we do not — we say so on our own overview.
5. We answer "no" plainly, with a reason and a date we will revisit it.
What actually makes us different
Not service. Scope. Links Explorer is the better-rated, more complete product and we point people to it. What we do is one report — the requirements with nothing verifying them — with no matrix, no hierarchy and no impact analysis to learn. If that is all you need, this is smaller and simpler. If it is not, buy theirs.
Our record
Published monthly. First reply = time from your email to a human answer, during business hours.
| Month | Emails | Median first reply | Missed the 1-day commitment | Defects fixed |
|---|---|---|---|---|
| (from first customer) | — | — | — | — |
Empty because the app is not yet published. It will not stay empty, and we will not delete a bad month from it.
What to include
The more of this you send, the faster the answer:
- Your Jira site URL (for example
yourcompany.atlassian.net) - The project key you ran the report on
- Which issue types you selected as requirement and as verification
- Which link types you selected, if any
- What you expected the number to be, and what it showed instead
- One example issue key that is classified wrongly
That last line is the most useful thing in the list. A single issue key that the report gets wrong is usually enough to find the cause.
Reporting a security issue
Please email support@bobook.club with "SECURITY" in the subject. Do not open a public report. We will acknowledge within one business day and keep you updated until it is resolved.
Before you write
Two things account for most surprises:
"Everything shows as a gap." Stock Jira Cloud has no is verified by link type — only Blocks, Cloners, Duplicate, Problem/Incident and Relates. If you selected a link type your project does not actually use, nothing will match. Clear the link-type field to accept any link and re-run.
"The number is lower than I expected." A requirement counts as covered only when the linked issue is one of the verification types you chose. A requirement linked to another requirement, or to a bug, is still a gap. That is deliberate.