---
title: "BigPicture and Tempo Integration: Understanding Team Visibility Limitations"
canonical: "https://support.appfire.com/space/SUPPORT/3588459594/BigPicture%20and%20Tempo%20Integration%3A%20Understanding%20Team%20Visibility%20Limitations"
format: markdown
---
Use this guide when a customer reports that **BigPicture and Tempo are connected**, but **existing Tempo Teams do not appear in BigPicture** for program assignment or expected team-level synchronization.

> ℹ️ **Scope:** This article is for support teams handling BigPicture Cloud cases where the customer expects Tempo Teams to be selectable or synced into BigPicture programs.

# Problem pattern

Customers may describe the issue in different ways, including:

- “Tempo sync is working, but we cannot see existing Tempo Teams in BigPicture.”
- “We are unable to add an existing Tempo Team to a BigPicture program.”
- “BigPicture–Tempo sync works, but team assignment is missing.”

In these cases, the customer often assumes that successful Tempo authorization or sync also enables **Tempo Team availability inside BigPicture program team selection**.

> ⚠️ **Key clarification:** A working Tempo integration does not mean BigPicture will sync or expose the Jira system Team field or Tempo Teams for program assignment.

# What is happening

The root issue is usually **product limitation, not broken configuration**.

At present, the requested behavior is not supported because **the Team field in BigPicture is not synchronized with the corresponding system Team field in Jira**. As a result, customers cannot rely on Tempo Teams automatically appearing as assignable teams in BigPicture programs.

> 📝 This means the case should not be treated as a standard sync failure once Tempo authorization and integration are confirmed to be working.

# How to triage the case

Follow this sequence to avoid unnecessary troubleshooting and to quickly separate configuration issues from feature gaps.

1. Confirm the customer’s exact expectation.
2. Verify whether the reported issue is about **Tempo authorization/sync failure** or specifically about **Tempo Teams not being visible in BigPicture**.
3. Check whether the customer confirms that Tempo sync itself is already working.
4. If sync works but Tempo Teams are not available for BigPicture program assignment, classify the case as a **feature limitation / improvement request scenario**.

# Recommended support workflow

## When to troubleshoot configuration

- Customer reports authorization errors
- Tempo connection is not established
- Worklogs or other supported Tempo data are not syncing
- Initial setup steps may not have been completed

In these cases, send the authorization documentation and validate setup.

## When to treat as unsupported behavior

- Customer confirms Tempo sync is working
- No current authorization error exists
- The only issue is that Tempo Teams do not appear in BigPicture
- Customer wants to assign existing Tempo Teams to a BigPicture program

In these cases, explain the limitation and link the request to the relevant backlog item.

# Step-by-step handling guide

## 1. Validate whether this is truly a sync problem

- [ ] Check the latest customer comment for wording such as “sync is working fine” or “authorization is already configured.”
- [ ] Confirm whether the problem is only with team visibility or team assignment.
- [ ] Review screenshots or reproduction details if provided.

## 2. If authorization is still in question, send the setup resources

Use the standard documentation below when there is any sign that integration setup may be incomplete:

- [Tempo authorization](https://appfire.atlassian.net/wiki/spaces/DLP/pages/2212269223)
- [Tempo authorization - troubleshooting](https://appfire.atlassian.net/wiki/spaces/DLP/pages/2211583603)
- [Tempo integration documentation](https://support.appfire.com/space/SPM/1918504442/Tempo+integration?platform=JiraCloud)

## 3. If sync is confirmed working, explain the limitation clearly

Tell the customer that the requested synchronization is currently not possible because BigPicture does not synchronize its Team field with the corresponding Jira system Team field.

> ℹ️ **Best practice:** Be explicit that this is not caused by missing permissions, bad setup, or customer misconfiguration once the integration itself is confirmed healthy.

## 4. Link the case to the appropriate backlog request

Associate the support ticket so the customer can be notified if the feature is implemented later - [https://appfire.atlassian.net/browse/ONE-55905](https://appfire.atlassian.net/browse/ONE-55905).

Make it clear that:

- the request is known,
- it is currently under evaluation or exploratory review, and
- there is no ETA unless product management provides one.

# Suggested internal diagnosis summary

| Signal | Interpretation | Support action |
| --- | --- | --- |
| Tempo authorization errors are present | Possible setup or permission problem | Use authorization troubleshooting flow |
| Tempo sync works, but Tempo Teams do not appear in BigPicture | Expected unsupported behavior / product gap | Explain limitation and link backlog |
| Customer expects BigPicture program team assignment from Tempo Teams | Feature expectation mismatch | Clarify current product behavior |

# Suggested customer response

> Thanks for confirming that the BigPicture–Tempo sync is working properly. In this case, the issue is not related to authorization or configuration. At the moment, syncing or exposing Tempo Teams for assignment in BigPicture programs is not supported because the Team field in BigPicture is not synchronized with the corresponding system Team field in Jira. We have linked your request to the relevant backlog item so you can be notified if this capability is implemented in the future. At this stage, there is no ETA available.

# What to avoid

- Do not continue deep technical troubleshooting once the customer confirms Tempo sync is working and the only missing piece is Tempo Team visibility.
- Do not suggest that this behavior can be fixed by reauthorization unless there is actual evidence of an authorization issue.
- Do not promise delivery dates for the requested capability.
- Do not describe the issue as a bug unless engineering has confirmed it is unintended behavior.

# Escalation guidance

Escalate internally only if one of the following is true:

- the customer reports a supported Tempo sync feature failing unexpectedly,
- the behavior differs from documented product limitations,
- there is evidence that Tempo Teams were previously available in the same flow and stopped working due to regression, or
- product/engineering asks support to collect more evidence for roadmap assessment.

> ✅ **Expected outcome:** The support engineer quickly identifies whether the case is a configuration problem or a known unsupported use case, responds consistently, and avoids unnecessary back-and-forth.

# Quick checklist for similar tickets

- [ ] Confirm whether Tempo integration itself is working
- [ ] Verify whether the issue is specifically about Tempo Teams in BigPicture
- [ ] Share authorization docs only if setup is still in doubt
- [ ] Explain the current limitation clearly and confidently
- [ ] Link to related backlog request if available
- [ ] Set expectation that no ETA is currently available