Zendesk Tickets Q&A

🔑 Licensing & Activation

Q1. Why does my license show as expired even though we have a valid subscription?
A: This usually occurs when the license is bound to a specific Azure DevOps user ID and the user, machine, or environment has changed, or the license cache is stale.
Resolution: Clear the license from the MR License page, re‑enter the license key, and sign out/sign back in. In some cases, Support must unlink the user from the license server.

Q2. What is the difference between Fixed and Floating licenses?
A:

• Fixed license: Permanently bound to one Azure DevOps user
• Floating license: Shared among a limited number of concurrent users

Q3. How do I transfer a license from one user to another?
A: The current user must clear the license from the MR License tab. Support removes the binding, and the new user activates the license using the same key.

Q4. If I remove my own license, will I lose admin access?
A: Yes. Removing a manually activated license will remove MR admin privileges unless another licensed Collection Admin exists.

Q5. Can I see all licensed users from the UI?
A: No. License‑to‑user mappings are tied to Azure DevOps user IDs and are not fully visible in the UI. Support provides this information.

🤖 Copilot4DevOps

Q6. Copilot keeps loading or gets stuck. What causes this?
A: This is commonly caused by disabled third‑party cookies or first‑load session issues.
Resolution: Enable third‑party cookies and reload the page.

Q7. Why does Copilot work for some users but not others?
A: Differences in browser settings, cookies, cache, or incomplete license activation.

Q8. Can I switch Copilot Chat to GPT‑5?
A: No. GPT‑5 visibility has been removed and is currently under internal testing.

Q9. Why do I get “Internal server error” in Copilot?
A: This usually happens due to session expiry. Clearing cache and cookies resolves the issue.

📄 Smart Docs & Templates

Q10. What is the difference between Meta Template, Document Template, and Smart Report?
A:

• Meta Template: Defines structure and allowed work item types
• Document Template: Controls formatting and layout
• Smart Report: Generates Word, PDF, or HTML output

Q11. Why can’t I add certain work item types (e.g., Test Case) to a Smart Doc?
A: The Meta Template configuration does not allow that work item type at that level.

Q12. Why do Smart Doc templates open blank or show infinite loading?
A: This is a known issue when templates are stored in subfolders or when cookies are disabled.
Workaround: Move templates to the root folder and enable third‑party cookies.

Q13. Can I reorder tabs or rich text fields in Smart Docs?
A: No. Rich text fields appear in alphabetical order and cannot be rearranged.

Q14. Can deleted Smart Docs be restored?
A: Yes, but only through Support. There is no UI‑based restore option.

📝 Smart Reports & Word Export

Q15. Why do table captions not appear in Word’s Table of Contents?
A: This is a known bug. Image captions work correctly, but table captions do not. A fix is planned in a future release.

Q16. Why does a full‑width table not remain full width in Word export?
A: Word formatting depends on MR Admin Panel table settings and export templates. A licensed Collection Admin must adjust these settings.

Q17. Can Smart Docs be bulk exported to Word?
A: No. Bulk export is not currently supported.

✅ Reviews & Approvals

Q18. Why can’t the same person be both a reviewer and an approver?
A: This is an intentional business rule. A user can hold only one role per review.

Q19. Why can’t I see all reviews as an admin?
A: There is no global admin view. Reviews must be accessed via their shared links.

Q20. Can reviews be created directly from Smart Docs or right‑click menus?
A: No. This is currently logged as an enhancement request.

⚡ Performance & Availability

Q21. Why did MR modules suddenly stop loading for all users?
A: This usually happens due to server updates, service restarts, or backend outages and is resolved server‑side.

Q22. Why do Smart Docs and Copilot feel slow?
A: Earlier versions had performance issues. Fixes were delivered in MR 2025. Refreshing the page can help temporarily.

🌐 Browser & Environment

Q23. Which browser works best with Modern Requirements?
A: Google Chrome is the most reliable, followed by Edge. Safari is not supported.

Q24. What browser settings are mandatory?
A:

• Third‑party cookies enabled
• Cache cleared after updates
• Pop‑ups allowed

Q25. Do firewalls or proxies affect Modern Requirements?
A: Yes. Copilot, DMS, and Impact Assessment require specific ports and URLs to be whitelisted.

🎓 Training & MR Academy

Q26. Why didn’t I receive password reset emails from MR Academy?
A: Emails may be blocked by firewalls or email security tools. Support can manually reset the password.

Q27. Is there a required learning sequence?
A: Yes. The Document Authoring series must be taken in order: Beginner → Intermediate → Advanced.

Q28. Can completed MR Academy courses be transferred between accounts?
A: Yes, but transfers are manual and handled by the MR Academy team.

📌 Modern Requirements – Troubleshooting (from Word document)

Q29. Modern Requirements is not loading and keeps spooling. What should I do?
A: Check whether third‑party cookies are disabled. Enable them and reopen the application in a new or incognito browser window.

Q30. Is Modern Requirements supported on Linux servers?
A: No. Installation on Linux servers is not supported.

Q31. How do I upgrade from MR 2022 Update 1 to MR 2023?
A: Uninstall MR 2022 Update 1, then install MR 2023. Update the web.config file, bind IIS with a public SSL certificate, and do not uninstall MongoDB or Redis.

Q32. Where is MR data stored?
A: Work item data is stored in Azure DevOps. MR only stores templates, report parts, and references.

Q33. Can MR work item types be restricted to licensed users only?
A: In inherited process templates, this is not possible. In XML‑based templates, this can be achieved using the hidden category.

Q34. What is the hidden category in XML process templates?
A: It allows MR work item types to be used by MR without appearing in the Work Item Hub or Backlog.

Q35. Should MR templates be migrated when moving to a new server?
A: Yes. MongoDB must be backed up and restored, and the Public Document folder copied to the new server.

Q36. Do MR upgrades require new VSIX files?
A: Yes, a new VSIX file is recommended. Existing SSL certificates can be reused.

Q37. Where is MR data hosted geographically?
A: MR hosting depends on the Azure DevOps organization’s hosting region.

Q38. Does MR support bulk upload from Excel?
A: There is no built‑in utility, but Azure DevOps Excel integration can be used.

Q39. Is Safari supported for MR?
A: No. MR is supported on Chrome, Edge, and Firefox only.

Q40. Can inherited process templates be used for MR?
A: Yes, but work item types must be created manually.