Troubleshooting Jira integration issues

The platform isn’t accepting your Jira URL.

Check if your Jira URL is public. If it’s not, create a public Jira URL for issue tracking purposes. Using the public Jira URL, set up the Jira connection.

Check your Jira restrictions. If the restrictions block access to Jira, add the platform IP ranges to your allowlist. Once you’ve added the IP ranges, set up the Jira connection.

A Jira connection is established but when you push Level Access tasks to Jira they are returned due to unauthorized access.

Check if your current connection is authorized. If it isn’t, re-authorize the connection.

Identify any required fields other than the Summary and Description fields. If you have other required fields, configure these fields.

The Summary and Description fields can’t be found when pushing a ticket and you receive the following error message in an email:

{"errorMessages":[],"errors":{"summary":"Field 'summary' cannot be set. It is not on the appropriate screen, or unknown.","description":"Field 'description' cannot be set. It is not on the appropriate screen, or unknown."}}

Confirm that the person who created the initial connection has administrative permissions in Jira. If they don’t, ask your Jira administrator to re-create the connection in the platform.

You’ve configured required fields for your Jira connection and when you push a task from the platform, it doesn’t create a ticket in Jira.

In Jira, check the required fields for each issue type are also included in their Screen. If the required fields aren't in the screen, add them so the platform can create tickets in Jira.

Check that the Jira issue workflow is compatible with the status workflow in the platform. When configuring progress mapping, consider any restrictions on how statuses progress in Jira.

If the Jira issue workflow and the project progress mapping don’t follow the same sequence, you can either change progress mapping in the platform or ask a Jira administrator to change the Jira issue workflow.

Learn more about Jira issue workflows.

Not authorized status: The platform has received an authorization error for this connection.

Re-authorize the connection.

Interrupted status: The platform received an error message from its connection to Jira. 

• This may affect functionality between the platform and your issue tracking instance.
• The platform will attempt to reconnect.
• If it's successful, the connection status will update to “Authorized.”

If the connection remains "Interrupted" for more than a day, request support.

If you're using Jira Data Center, check that the version supports application links. If it doesn't, you'll need to upgrade your Jira Data Center version. If it does, the failure may be related to Single Sign-On (SSO).

If your Jira instance has SSO, the configuration may block the communication between the platform and your Jira instance. Contact your IT team and tell them:

• You want to connect Jira to the platform.
• The connection requires the platform to make API calls to your Jira instance.
• You're experiencing an OAuth signature failure.

Reauthorize the connection.

Choose a different Jira issue or create a new issue.