Troubleshooting Jira integration (Legacy) issues

<div class="p"><div class="note">
<span class="notetitle">Note:</span> This article applies to the <a href="https://support.zendesk.com/hc/en-us/articles/4408837969946-Setting-up-the-Zendesk-Support-for-Jira-integration-Legacy" target="_blank" rel="noopener noreferrer">Jira integration (Legacy)</a>. To learn about the new version, see <a href="https://support.zendesk.com/hc/en-us/articles/10621991941914-Zendesk-Jira-integration-v2-resources" target="_blank" rel="noopener noreferrer">Zendesk Jira integration v2 resources</a>.</div></div><div class="p"><div class="note important">
<span class="importantttitle">Important:</span> Zendesk announced an important change to the Jira integrations, see <a href="https://support.zendesk.com/hc/en-us/articles/10585019537690-Announcing-an-important-update-on-the-Zendesk-Jira-integration" target="_blank" rel="noopener noreferrer">Announcing an important update on the Zendesk Jira integration</a>.</div></div><p>The Jira integration connects Jira issues with Support tickets to make collaboration easier between your product and support teams. Learn how to identify and resolve the most frequently encountered issues with Jira integration.</p><p>This article contains the topics below:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01HNH8XFPN9E60DCB3TR0H8DTV">General troubleshooting procedure</h3></div><div class="panel"><p>A good first step for troubleshooting Jira issues is to disconnect your Zendesk subdomain from the Jira integration. Then, uninstall and then <a href="https://support.zendesk.com/hc/en-us/articles/4408837969946-Setting-up-the-Zendesk-Support-for-Jira-integration#topic_dsy_fys_5pb">reinstall the plugin</a>. This is the Jira equivalent of clearing cache and cookies.</p></div><div class="accordion"><h3 id="h_01HNH8HC68E7NNW9SXKW8CZ0ZN">Receiving a 401 error</h3></div><div class="panel">
<p>A 401 unauthorized error in Support means that the Jira admin credentials are incorrect or the admin does not have the required permissions. If you get this error, make sure your account is correctly set up:</p>
<ul>
<li data-list-item-id="e15bc3c8a7ece4e5ee822e06cde243073">The Jira username must be a username and not an email address. The password must also be correct</li>
<li data-list-item-id="e31685c59c880428e976a42170c461ba9">The Jira admin account is part of the user, developer, and administrator user groups</li>
<li data-list-item-id="eb7ca9c96d056c199f2f19ca3a4b78582">The Jira admin account does not have permission schemes in place to prevent project creation or editing existing projects (Settings &gt; Issues &gt; Permission schemes)</li>
<li data-list-item-id="e81c424e97a558e7926182d07739bdcfa">You are using Jira Internal Directory as your user directory</li>
<li data-list-item-id="e0b9a7aa291182019379058b805a6e885">The Jira admin account has not been recently deleted</li>
<li data-list-item-id="e224037af4a111eb0e41678aadcc74193">If you are on the Jira server, the server or its hosting has not recently been moved</li>
</ul>
<p>This error could also be due to some other plugins in Jira blocking your Support plugin. Watch out for particular plugins that are from the Jira service desk trial. Try to disable these other plugins in your Jira instance individually and check your Support instance to see if that resolves the issue.</p>
</div><div class="accordion"><h3 id="h_01HNH8NSKFNJT2724FJ7YEA1GC">Receiving a "Did you follow the installation instructions..." error message</h3></div><div class="panel">
<p>This error message appears after a first-time installation or reinstallation of the Jira app in Support.</p>
<p>To troubleshoot this error message:</p>
<ol>
<li data-list-item-id="e3604fd830e16a7a82d1389b9d60ae833">Uninstall the Jira app in Zendesk: Go to <strong>Admin Center</strong> &gt; <strong>Apps and integrations</strong> &gt; <strong>Zendesk Support apps</strong> &gt; <strong>JIRA</strong>. Click <strong>Uninstall</strong> in the dropdown options</li>
<li data-list-item-id="e47f6f515683bccec7e290069e82a544a">Disconnect JIRA: In JIRA, go to <strong>Manage your apps</strong> and click <strong>Zendesk Support for Jira</strong>. Select <strong>Configure</strong>, then click <strong>Disconnect</strong>
</li>
<li data-list-item-id="e0b91d3cadd123d0f2c1132c79d59f751">Uninstall the Zendesk Support for Jira app in Jira: Go back to the <strong>Manage your apps</strong> page, click the <strong>Zendesk Support for JIRA</strong> app. Click <strong>Uninstall</strong>
</li>
<li data-list-item-id="ec709b5a8ee88ee50a78bace338638e0c">Log out from both Jira and Zendesk</li>
<li data-list-item-id="ef332f53a750e6619f4d30f5cac52d0b2">Open a new browser window, then sign in to Zendesk as an admin. In another browser tab, sign in to Jira as an admin</li>
<li data-list-item-id="e1b70757791f5ee16140f7034ddcc6d39">Reinstall the Zendesk Support for Jira app in Jira. This will also install the JIRA app in Zendesk</li>
</ol>
</div><div class="accordion"><h3 id="h_01HNH8NSKF078WVA34GC15KG5P">Zendesk subdomain is incorrect during set-up</h3></div><div class="panel"><p>If you are unable to change the Zendesk subdomain connected to your Jira account, see <a href="https://support.zendesk.com/hc/en-us/articles/4413127590042-Jira-error-Zendesk-subdomain-is-incorrect-during-set-up">Jira error: Zendesk subdomain is incorrect during set-up</a>.</p></div><div class="accordion"><h3 id="h_01HNH8QQT6DHAMBBJPCWXRAJYW">Receiving 502 (Bad Gateway) errors</h3></div><div class="panel">
<p>This issue appears when agents create issues or link issues to tickets. This is most likely due to the base URL being misconfigured.</p>
<p><img src="https://support.zendesk.com/hc/article_attachments/7856365431578" alt="502 (Bad Gateway) errors in the Jira console"></p>
<p>To troubleshoot this error message:</p>
<ol>
<li data-list-item-id="e298eb8be3fe4353064aa5d9dec7bc518">Sign in to Jira and go to the configuration page for the add-on</li>
<li data-list-item-id="e585fd606b4e8fb313d53699ae2e98a0e">Update the Jira base URL and make sure that it matches your Jira URL host</li>
<li data-list-item-id="e9ec75ef3589bea574a27f8c3065e68a2">Check for incorrect spelling or missing parts like a .com</li>
</ol>
<p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408827996058-Using-the-Zendesk-Support-for-Jira-integration">Using the Zendesk Support for Jira integration</a>.</p>
</div><div class="accordion"><h3 id="h_01HRA6DJ85SGV58DHXSCYSJE2F">Receiving a "Zendesk Notify. Notification failed. Please try again later." error message</h3></div><div class="panel">
<p><img src="https://support.zendesk.com/hc/article_attachments/7856387898138" alt="Notification failed error message" width="207"></p>
<p>This error originates from your browser, which blocks API calls made from your computer to Zendesk. To avoid this behavior, disable website tracking or strict privacy settings.</p>
<p>From Safari:</p>
<p><img src="https://support.zendesk.com/hc/article_attachments/7856365433754" alt="Safari settings" width="444"></p>
<p>From Firefox:</p>
<p><img src="https://support.zendesk.com/hc/article_attachments/7856365434522" alt="Firefox settings" width="444"></p>
<p>Otherwise, use Google Chrome where this error does not occur.</p>
</div><div class="accordion"><h3 id="h_01HR4ZNWCCS1F4EEPNP6S92BNP">Jira updates and comments are missing in Zendesk</h3></div><div class="panel">
<p>If some comments from Jira do not appear in Zendesk, this is due to collisions of API calls. These collisions happen when you execute several updates at the same time, in a short period of time, and some of the calls might not reach your ticket in Zendesk.</p>
<p>To avoid collision errors, leave at least 5 to 10 seconds between updates.</p>
<p>For more information, see these articles:</p>
<ul>
<li data-list-item-id="e8ba4b740cce2635826c0d7ad849de800"><a href="https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#protecting-against-ticket-update-collisions" target="_blank" rel="noopener noreferrer">Protecting against ticket update collisions</a></li>
<li data-list-item-id="e3d6ffd2691a217709dcb47c209a93190"><a href="https://developer.zendesk.com/documentation/ticketing/managing-tickets/creating-and-updating-tickets/#checking-if-the-ticket-was-not-updated:~:text=if%20one%20occurs.-,Checking%20if%20the%20ticket%20was%20not%20updated,-When%20making%20safe" target="_blank" rel="noopener noreferrer">Checking if the ticket was not updated</a></li>
</ul>
</div><div class="accordion"><h3 id="h_01JJ8QSSMWXXDTH10SA59YZVFD">Receiving a "Failed to Save JIRA Field" error</h3></div><div class="panel">
<p>This error message appears when <a href="https://support.zendesk.com/hc/en-us/articles/4408837969946-Setting-up-the-Zendesk-Support-for-Jira-integration#topic_mgd_rj4_qz">adding fields to the Jira issue creation form</a> in Zendesk Support.</p>
<p><strong>JIRA: Failed to save JIRA fields</strong></p>
<p>This error message occurs when too many fields have already been configured on the <strong>Create a new Jira issue</strong> form.</p>
<p>To resolve this error and configure additional fields, remove existing fields that are configured in other projects and issues that are no longer actively used. Removing fields configured for inactive projects and issues reduces the total number of fields. This action allows for the configuration of fields for other projects and issues that are actively used.</p>
</div>