Scroll Documents placeholders are not working in exports

Problem

When exporting Scroll Documents content with Scroll Word Exporter, template placeholders specific to Scroll Documents are not outputting any content in the generated exports. This results in either empty space where the placeholder metadata should be included, or, the following error is rendered:

Error in custom placeholder "placeholder-name" (app: k15t-scroll-document-versions-for-confluence).

Cause

This can be caused by the data residency regions, where app data is stored, being different for both Scroll Word Exporter and Scroll Documents. For instance, Scroll Word Exporter app data could be stored in the US data residency realm, but Scroll Documents app data could be stored in the EU. This leads to the Scroll Document specific placeholder content not being available when called upon.

Differences in data residency for app data can occur if the apps were installed at different times, and your Confluence instance hasn’t been pinned to a specific data residency region.

Both Scroll Word Exporter and Scroll Documents support data residency, therefore, having both apps pinned to the same Data Residency location /realm is a prerequisite for the placeholders to function accordingly in your exports.

You can check the data residency for your apps by visiting admin.atlassian.com for your Confluence instance and then navigate to Security > Data Protection > Data Residency > Actions > View Details

Solution

Perform a data residency migration so that you app data is stored in the same region. After performing this action the affected Scroll Document placeholders will function as expected.

If you’re experiencing this issue, you can reach out to us via our support portal and send us your Confluence Cloud URL. We can then confirm if the data residency regions for both Scroll apps is different.