Troubleshooting Jira

Diana Stegall
Written by Diana Stegall
Updated

In some circumstances, Productboard may not be able to communicate with Jira. Follow the tips below to resolve any issues and please let us know if you experience any issues not listed below.

In this article:

Authorization issues

OAuth signature is invalid

This error message indicates that Productboard and Jira were not able to authenticate to each other while creating an Application Link. (For more information about Application Links, see Atlassian documentation here.)

Scenario 1: The URL used in Productboard is set to a different URL than has been defined in Jira.

How do I fix this error?

  • Make sure that the Base URL is correct for each application.
  • The Application URL should match the Base URL of the other application unless you're bypassing a reverse proxy.
  • If the Application URL does not match the Base URL (and you're not bypassing a reverse proxy), delete and recreate the Application Link.

Scenario 2: A reverse proxy or port forwarding is configured, and the "Host" header is reporting the wrong hostname or port.

How do I fix this error?

Ensure the application is correctly configured for use with a reverse proxy. Make sure the reverse proxy is correctly proxying HTTP headers to the downstream.

For more information, see Atlassian documentation here.

 

OAuth Token was rejected

This error message indicates that an OAuth token has been revoked on the Jira side or the Productboard side. This may happen because:

  • A user manually revoked the OAuth token at the other end
  • The Application Link OAuth configuration was changed at the other end, triggering all OAuth tokens to be removed

After this warning appears once, the token will be discarded and the user will be prompted to re-authenticate, so besides the inconvenience, this should not cause any further problems. If you use 2-Legged OAuth (2LO) with either an "Execute As" user or impersonation, then you should never encounter this warning.

How do I fix this error?

  1. Make sure all application links are revoked properly in JIRA.
  2. Re-start the integration process in Productboard, generating a new token.
  3. All existing integrations will need to be re-added in order to obtain the new token.

For more information, see Atlassian documentation here.

 

Invalid Jira server SSL certificate

Productboard requires that all J servers have valid SSL certificates. If yours is invalid, a small update may be all you need to be on your way.

See what's causing the issue using a utility like this SSL Server Test.

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Application link required

This error message indicats that you have not set up an Application Link between Productboard and Jira.

 

How do I fix this error?

Follow the instructions in this Atlassian documentation.

 

Global issues

Webhooks aren't working

Productboard uses webhooks to receive notifications when certain Jira issues are created, certain fields are updated, or certain releases or fix versions are updated.

If webhooks are broken, Productboard cannot receive these updates, and auto-import and synchronization won't work.

How do I fix this error?

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  1. Go into your Jira account. Click on the (cog icon) Settings menu in the top right corner.
  2. Under Jira Settings, select System.

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  1. Once you're brought to the System settings page, on the left side menu click Webhooks.
  2. Confirm whether your Webhooks are enabled.

Productboard URL field isn't enabled

The Productboard URL field enables you to jump back and forth between a Productboard feature or subfeature and its associated Jira issue.

NOTE: It is very important to resolve this error message before attempting to import issues from Jira into Productboard.

How do I fix this error?

Follow our instructions for enabling the Productboard URL here.

Project fields

Reporter is missing

When Productboard pushes a feature into Jira, it will attempt to set the owner of that feature as the Reporter for the Jira issue. If Productboard is unable to set the feature owner as the issue Reporter, Jira will list the person who authorized the Jira integration as the Reporter.

How do I fix this error?

  1. Ensure that the feature owner in Productboard uses the same email address in Jira.
  2. Looking at the destination Jira project, in the left side menu select Project settings, then scroll down to Permissions. Does the user who authorized the integration have permission to Modify Reporter? For more information about editing project permissions, see Atlassian's documentation here.
  3. Confirm that the Reporter field is present on the "Create issue" screen in Jira.

Other issues

Check Jira screen settings (missing reporter)

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You'll need to log in as a user with the J Administrators' global permission.

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In your Jira account, head to any open issue (or create a test one if you'd like). Click to Edit the issue. From the pop-up panel, click on Configure Fields > Custom. Then ensure that the Reporter box is checked.

You can also complete this action for multiple projects at once by heading to Jira settings > Issues > Field Configurations (Default). From there, scroll to Reporter and select the Screens button next to Edit. Please check the boxes for all of the projects you'd like to connect to Productboard and click Update.

For more help, refer to the Jira help article Defining a Screen.

 

We are not able to connect with your Jira project. Try reauthorizing access.

Someone may have removed the application link to Productboard in Jira. To get back up and running, reauthorize the Jira integration.

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Our previous Jira owner has left the company. What do we do?

Once you've transferred ownership in Jira, you'll need to reauthorize the Jira integration in Productboard.

If you don't see a Reauthorize option on your Jira settings page in Productboard, reach out to a member of our team for assistance.  

 

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Why can't I access some Jira projects or Jira issues from the Jira integration?

It might be a permissions issue on the Jira side of the integration, with the user who set up the integration not having "Jira Administrator Global Permissions" on the Jira side, and thus not having access to all projects or issues (most likely through a particular group they were not a member of in Jira).

 

Help! I tried to set up my Jira on-prem integration, and it says the address doesn't exist/is unavailable/there was a timeout!

Your Jira on-prem setup needs to be in a public network, with a public IP address, for the Jira integration to work. The IP address can be inaccessible from the Internet generally, but made accessible to Productboard.

 

If you are encountering these errors after following our instructions, reach out to your system administrator with the information above.

See also

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