BacklogBridge Diagram Lens for Confluence
Diagram Lens Support
Support information, response targets, troubleshooting guidance, and known limitations for Diagram Lens.
App: BacklogBridge Diagram Lens for Confluence
Effective date: 8 July 2026
Support contact: support@backlogbridge.com
Security contact: support@backlogbridge.com
Before Contacting Support
Please include:
- Browser and operating system.
- Confluence Cloud site type if known.
- Diagram Lens app version if visible.
- Diagram type, such as flowchart, sequence, class, state, or ER.
- Where the issue happens: page view, edit modal, or wide view.
- Whether the issue is about render, save, export, search, minimap, theme, or accessibility.
- A minimal Mermaid source sample if it can be shared.
- Screenshot or screen recording when possible.
Response Targets
Response targets for the free Marketplace app:
| Severity | Example | Target acknowledgement |
|---|---|---|
| Security | Suspected XSS, data exposure, or unsafe rendering path. | 2 business days |
| Critical | Macro cannot render or save for most users. | 2 business days |
| Major | Export, edit, or wide view is broken for common diagrams. | 5 business days |
| Minor | Usability issue, docs issue, or feature request. | Best effort |
Known Limitations
- Mermaid source above the hard source-size limit is blocked to protect rendering and storage reliability.
- PNG, PDF, and clipboard export are best effort and can be affected by browser support, diagram size, and Forge iframe permissions.
- Confluence whole-page PDF export is separate from Diagram Lens client-side PDF export.
- Very large diagrams may require wide view, search, minimap, layout presets, or manual zoom and scroll.
Security Safeguards
Mermaid click actions, JavaScript links, unsafe HTML labels, and security-level overrides are blocked or sanitized as part of Diagram Lens' strict Mermaid security model.
Troubleshooting
- Validate the Mermaid source with a small known-good diagram.
- Check the syntax error panel for line, column, token, and suggested fix.
- Try the Fit control, reset zoom to 100 percent, or open wide view for large diagrams.
- Use SVG export first if PNG or PDF export fails.
- Use the security diagnostics to replace unsafe click actions, JavaScript URLs, or HTML labels when they appear in the source.
Security Reports
Send suspected security issues to the security contact listed at the top of this page. Include reproduction steps and a minimal source sample if it can be shared safely.