Troubleshooting Jira integration issues

Note: This article applies to  the Jira integration (Legacy). To learn about the new version, see Using the Jira integration for Zendesk.

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.

This article contains the topics below:

General troubleshooting procedure

Receiving a 401 error

Receiving a "Did you follow the installation instructions..." error message

Zendesk subdomain is incorrect during set-up

Receiving 502 (Bad Gateway) errors

Receiving a "Zendesk Notify. Notification failed. Please try again later." error message

Jira updates and comments are missing in Zendesk

Receiving a "Failed to Save JIRA Field" error

General troubleshooting procedure

A good first step for troubleshooting Jira issues is to disconnect your Zendesk subdomain from the Jira integration. Then, uninstall and then reinstall the plugin. This is the Jira equivalent of clearing cache and cookies.

Receiving a 401 error

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 are getting this error, make sure your account is correctly set up:

The Jira username must be a username and not an email address. The password must also be correct.

The Jira admin account is part of the user, developer, and administrator user groups

The Jira admin account does not have permission schemes in place to prevent project creation or editing existing projects (Settings > Issues > Permission schemes)

You are using Jira Internal Directory as your user directory

The Jira admin account has not been recently deleted

If you're on the Jira server, the server or its hosting has not recently been moved

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.

Receiving a "Did you follow the installation instructions..." error message

This error message appears after a first-time installation or reinstallation of the Jira app in Support.

To troubleshoot this error message:

Uninstall the Jira app in Zendesk:

Go to Admin Center > Apps and integrations > Zendesk Support apps > JIRA

Click Uninstall in the dropdown options

Disconnect JIRA:

In JIRA, go to Manage your apps and click Zendesk Support for Jira

Select Configure, then click Disconnect

Uninstall the Zendesk Support for Jira app in Jira:

Go back to the Manage your apps page, click the Zendesk Support for JIRA app

Click Uninstall

Log out from both Jira and Zendesk

Open a new browser window, then log in to Zendesk as an admin. In another browser tab, log in to Jira as an admin

Reinstall the Zendesk Support for Jira app in Jira. This will also install the JIRA app in Zendesk

Zendesk subdomain is incorrect during set-up

If you are unable to change the Zendesk subdomain connected to your Jira account, see the article: Jira error: Zendesk subdomain is incorrect during set-up.

Receiving 502 (Bad Gateway) errors

This issue appears when agents create issues or link issues to tickets. This is most likely due to the base URL being misconfigured.

To troubleshoot this error message:

Sign in to Jira and go to the configuration page for the add-on

Update the Jira base URL and make sure that it matches your Jira URL host

Check for incorrect spelling or missing parts like a .com

For more information, see the article: Using the Zendesk Support for Jira integration.

Receiving a "Zendesk Notify. Notification failed. Please try again later." error message

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.

From Safari:

From Firefox:

Otherwise, use Google Chrome where this error does not occur.

Jira updates and comments are missing in Zendesk

If some comments from Jira are not appearing 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.

To avoid collision errors, leave at least 5 to 10 seconds between updates.

For more information, see these articles:

Protecting against ticket update collisions

Checking if the ticket was not updated

Receiving a "Failed to Save JIRA Field" error

This error message appears when adding fields to the Jira issue creation form in Zendesk Support.

This error message occurs when too many fields have already been configured on the Create a new Jira issue form.

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.