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This error message indicates that an OAuth token has been revoked on the Jira side or the Productboard side.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

Screenshot_2017-10-12_19.07.51.png

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?

jirawebhooks.png

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

jirawebhooks2.png

  1. Once you're brought to the System settings page, on the left side menu click Webhooks.
  2. You will now see a list of all webhooks subscriptions in Jira.

Finding the correct webhook subscriptions

This can be a little tricky! Each Jira integration you create will generate two webhook subscriptions and give them unique names, using this format:

  • pb - production - <YOUR PRODUCTBOARD SPACE NAME> - <A NUMBER>
  • pb - production - <YOUR PRODUCTBOARD SPACE NAME> - <A NUMBER> - pull issues

If you have multiple Jira integrations in your workspace, your Jira settings will list multiple pairs of webhooks. You will be able to tell them apart by the <A NUMBER> listed at the end:

jiraissue.png jiraissue2.png
Multiple Jira integrations within a single workspace. Each pair of webhooks can be distinguished by the unique identification number.

 

In both Productboard and Jira, the integrations and webhook subscriptions will be sorted by creation date, so the newest integration will be listed on last in your Productboard settings, and the webhooks it generates will be listed last in Jira.

Note: The number of matching webhook subscriptions in Jira should be at least twice the number of integrations in your Productboard workspace. If there are less subscriptions, you'll need to contact us to discuss the next steps.

 

Fixing the first webhook (no "pull issues")

jiraissues3.png

  • 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 contain updated and deleted.
  • Project should contain createdupdated and deleted.
  • Version should contain 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")

jiraissues4.png

  • 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 contain created.
  • Exclude body should be No.
  • Transitions should be No linked transitions.

jiraissues5.png

  • JQL should match whatever has been entered into the 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 case, and they will still be correct. Jira formats the passed JQL value while storing a new one.

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

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)

Screenshot_2018-03-26_11.43.18.png

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

jira.gif

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.

gJhRYCtQ5z3QWJv-z96zK9hq6B-Ehiz7j2-RM2cDBKyemYGK0YEigtvbztcki4QWN6o5LWWklP5tA2aTGB1HdTd3RhyBcJGfIT2RrRUYAqT67nDVfFU9PTu8qQZw2Dr5UiM2nqxT.png

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.  

 

wNQ5Nwb6rUDVg2sT5RbDbJ3TUjBoFgLWfi3jl88Q4Xke2HLlt8CDDthWhCOiFVuc6VuvMsbOj5yst-CrI4JwpwTEJuD1n4c8B4q3bomIXcTs-xgi071NJhS0ozPO9_GEpS8FFThi.png 

 

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

Was this article helpful?
2 out of 8 found this helpful