Troubleshooting Jira

Diana Stegall
Written by Diana Stegall
Updated

Productboard may not be able to communicate with Jira in some circumstances. This article helps you to find some of the most common issues you might be running into with the Jira integration. If the problem you're experiencing isn't on the list, reach out to our support team.

This article helps you to fix:

Authorization issues

OAuth signature is invalid

Issue description

This error message indicates that the authentication between Productboard and Jira failed. As a result, the Application Link couldn't be created. (For more information about Application Links, read the Atlassian documentation).

Below you can find different resolutions based on the scenario you're experiencing.

Issue resolution

Scenario 1: The URL used in Productboard is different from the URL defined in Jira.

Issue resolution

  • Make sure that the Base URL is correct for each application.
  • The Application URL and Base URL should be the same unless you're bypassing a reverse proxy.
  • If the Application URL is different from 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 reports the wrong hostname or port.

Issue resolution

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

For more information, see Atlassian documentation here.

 

OAuth Token was rejected

Issue description

This error message indicates that an OAuth token has been revoked on Jira or Productboard. 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 the removal of all OAuth tokens.

After this warning appears once, the system will discard the token. The user also needs to re-authenticate, so this should not cause any further problems besides the inconvenience.

If you use 2-Legged OAuth (2LO) with either an Execute As user or impersonation, you should never encounter this warning.

Issue resolution

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

For more information, see Atlassian documentation here.

 

Invalid Jira server SSL certificate

Issue description

You might see an error in Productboard that says that JIRA does not have a valid SSL certificate.

Issue resolution

Productboard requires that all Jira servers have valid SSL certificates. If yours is invalid, a minor 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 links required

Issue description

This error message indicates that you haven't set up an Application Link between Productboard and Jira.

Screenshot_186.png

Issue resolution

Follow the instructions in the Atlassian documentation to learn how to create an Application Link between Productboard and Jira.

Global issues

Webhooks aren't working

Issue description

Productboard uses webhooks to receive notifications when you take specific actions in Jira. For example, when you create Jira issues, update fields or fix versions. 

If the webhooks break, Productboard can't receive these updates. As a result, the auto-import and synchronization won't work. Follow the instructions in the Atlassian documentation to learn how to create an Application Link between Productboard and Jira.


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Issue resolution

To fix the issue, follow the instructions:

  1. In your Jira account. Click on the Settings (⚙️) menu in the top right corner.
  2. Under Jira Settings, select System.

    JIRASETTINGS.png

  3. On the System settings page, on the left side menu, click Webhooks. You'll now see a list of all webhooks subscriptions in Jira.

    systemwebhooks.png

Finding the correct webhook subscriptions

It might be challenging to find the correct webhook subscription. As a tip, each Jira integration you create will create two webhook subscriptions with unique names that have this format:

  • <YOUR PRODUCTBOARD WORKSPACE NAME>.productboard.com/<INTEGRATION ID>/2-way-sync
  • <YOUR PRODUCTBOARD WORKSPACE NAME>.productboard.com/<INTEGRATION ID>/auto-pull

If you have multiple Jira integrations in your workspace, your Jira settings list multiple webhooks pairs. You can tell them apart by the <INTEGRATION ID> listed in the URL.

Note: You might see a different webhook URL structure, but you'll always have an integration ID in the URL. It's not possible to rename the URL, but this won't impact the integration.

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In Productboard and Jira, the integrations and webhook subscriptions will be sorted by creation date. This way, the newest integration will be listed last in your Productboard settings. While in Jira, the webhooks created are last in the list.

Note: The number of matching webhook subscriptions in Jira should be at least twice the number of integrations in your Productboard workspace. If there aren't enough subscriptions, you'll need to contact us to discuss the next steps.

 

Fixing the first webhook (no "pull issues")

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  • Webhook status should be ENABLED.
  • URL should follow the format:
    https://jira-integration.productboard.com/gw/dev-integrations/jira/webhooks?token=<UNIQUE
        TOKEN, MANY CHARACTERS AND NUMBERS>
  • JQL: should contain All issues.
  • Issue: should include updated and deleted.
  • Project: should include createdupdated, and deleted.
  • Version: should include releasedunreleasedcreatedupdated, and deleted.
  • Exclude body: should read No.
  • Transitions: should read No linked transitions.

If anything in your webhook subscription doesn't match the list above, click the Edit button to update the webhook subscription to match the specifications above.

 

Fixing the second webhook ("pull issues")

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  • Webhook status should be ENABLED.
  • The URL should follow the format below: https://jira-integration.productboard.com/gw/dev-integrations/jira/webhooks?token=<UNIQUE TOKEN, MANY CHARACTERS AND NUMBERS>
  • JQL - see below.
  • Issue: should include created.
  • Exclude body: should read No.
  • Transitions: should read No linked transitions.
  • JQL should match the value you entered in Productboard integration settings underneath: Use JQL to test which issues will be pulled or leave blank to pull all.
  • The two values may slightly differ in white spaces, quotes, parentheses, character cases, and they will still be correct. Jira formats the passed JQL value while storing a new one.

Screenshot_119.png

If anything in your webhook subscription doesn't match the list above, click the Edit button to update the webhook subscription to match the specifications above.

 

Productboard URL field isn't enabled

Issue description

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

NOTE: It's essential to resolve this error message before importing issues from Jira into Productboard.


Issue resolution

Follow our instructions for enabling the Productboard URL here.


Project fields

Reporter is missing

Issue description

When Productboard pushes a feature into Jira, it will attempt to set the owner of that feature as the Reporter for the Jira issue. Suppose Productboard can't set the feature owner as the issue Reporter. In that case, Jira will list the person who authorized the Jira integration as the Reporter.

reportermissing.png

Issue resolution

  1. Ensure that the feature owner in Productboard uses the same email address in Jira.
  2. Select Project settings in the left side menu, then scroll down to Permissions at the destination Jira project. Check if the user who authorized the integration has permission to Modify Reporter.
    You can find more information about editing project permissions on Atlassian's documentation
  3. Confirm that the Reporter field is present on the Create issue screen in Jira.

Other issues

Check Jira screen settings (missing reporter)

Issue description

Screenshot_2018-03-26_11.43.18.png


Issue resolution

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

  1. In Jira, open any open Issue (or create a test one if you'd like). Click to Edit the issue.
  2. From the pop-up panel, click on Configure Fields, then 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.

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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.

Issue resolution

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?

Issue resolution

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?

Issue resolution

The user who set up the integration might not have the Jira Administrator Global Permissions. If that's the case, the user doesn't have access to all Projects or Issues.

 

The address doesn't exist/is unavailable / there was a timeout!

Issue resolution

The Jira on-premise setup needs to be in a public network with a public IP address. The IP address can be inaccessible from the Internet generally but made accessible to Productboard.

 

The Jira History tab doesn't show the real Productboard Maker who changed the feature description in Productboard.

Issue description

Suppose a Productboard Maker changes the Feature or Subfeature description in Productboard. In that case, the feature is updated in Jira. Still, the Jira History tab shows that the Jira admin made the change who authorized the integration and not the Maker.

Issue resolution

Currently, this is a product limitation. The History tab will show only the administrator who authorized the integration.

 

See also

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