Here are some common Jira error scenarios and their troubleshooting steps:
Comments added in JIRA are not getting synced to HappyFox Help Desk.
Replies added to a JIRA ticket are not reflected in the linked HappyFox Help Desk ticket.
This usually happens when the JIRA webhooks configuration is amiss and/or the synchronize settings in HappyFox Help Desk are disabled.
In HappyFox Help Desk, navigate to the Ticket Details page of the JIRA linked ticket Click ‘Edit’ on the JIRA section - Check toggle configuration in the linked Ticket Details page (displayed towards the right bottom of the screen).
Note: For HappyFox accounts with a custom domain if comments from JIRA do not sync to HappyFox, check webhook url and if it contains custom domain, please change it back to HappyFox domain and then retry.
HappyFox account url: https://testdemofox.happyfox.com
Custom domain: https://reachout.testdemofox.com
Webhook url with custom domain:
Webhook url with HappyFox domain:
In HappyFox Help Desk, navigate to Apps > JIRA - Manage Apps Page > Check toggle(s) in Apps page.
Please ensure the ‘Sync issue/task comments’ toggle is enabled.
I have the toggle(s) enabled and configured as required for the sync, yet I don't have the comments added in JIRA getting synced to HappyFox Help Desk.
1. In the JIRA Manage Apps Page, copy the Webhook URL from the ‘URL for JIRA Webhook’ section using the ‘Copy URL’ link.
2. In the JIRA Application, Navigate to Settings > System > Advanced > WebHooks.
3. Click on "Create a WebHook" and paste the WebHook URL that you had copied from HappyFox (in Step 1).
Ensure that all issue-related events are selected as shown below.
Also, please ensure "Exclude Body" is set to "No" during webhook configuration.
Comments added in HappyFox Help Desk are not getting synced to JIRA.
Replies/Private Note(s) added to a HappyFox ticket are not reflected in the linked JIRA ticket.
This usually happens when the synchronize settings in HappyFox Help Desk are disabled.
In HappyFox Help Desk, navigate to the Ticket Details page of the JIRA linked ticket Click ‘Edit’ on the JIRA section > Check toggle configuration in the linked Ticket Details page (displayed towards the right bottom of the screen).
In HappyFox Help Desk, navigate to Apps > JIRA - Manage Apps Page > Check toggle(s) in Apps page. Check toggle(s) in the Manage Apps page.
2.1. Check the status of the ‘Sync ticket replies’ toggle.
Enable this toggle if HappyFox ticket replies are required to be synced to the linked JIRA ticket.
2.2. Check the status of the ‘Sync private notes’ toggle.
Enable this toggle if HappyFox ticket private notes are required to be synced to the linked JIRA ticket.
Inline Images added in comments aren’t seen in comments synced from/to JIRA.
Inline images (images added as message content and not as an attachment) used in replies are missing when that reply gets synced from/to JIRA.
This usually happens when the synchronize attachment settings in HappyFox Help Desk is disabled
Navigate to Apps >> JIRA >> Manage Apps Page >> Click ‘Manage’
Enable the toggle: ‘Sync attachments’.
Note: Attachments present in customer replies are not synced to JIRA Issues.
4. Changing Assignee in HelpDesk isn’t updating the Assignee in JIRA despite Assignee Sync being enabled.
This happens when the agent’s email address is not publicly visible.
Steps to change email address visiblity in JIRA:
Visit https://id.atlassian.com/manage-profile/profile-and-visibility as the agent for whom the sync did not work.
Scroll down to the section: ‘Contact’
Change the value of drop-down: ‘Who can see this?’ to ‘Anyone’.
5. Status sync is not updating status in JIRA despite being enabled.
Status updated in JIRA doesn’t result in an update of the mapped status in HappyFox, or vice-versa. This usually happens when a proper Status transition does not exist in JIRA.
Steps to edit Status transition/workflow in JIRA:
Choose Administration ( ) > Issues.
Select Workflows to open the Workflows page, which displays all of the workflows in your system.
Click the Edit link for the desired workflow.
Edit your workflow scheme such that status transition exists between two statuses.
Save and Publish the workflow.
Read more about working with Jira Workflows: https://confluence.atlassian.com/adminjiraserver/working-with-workflows-938847362.html
6. I’m getting “There was some problem in getting request token…” error message in JIRA Manage Apps page.
An error message is displayed in the JIRA Manage Apps page and JIRA integration doesn’t work as expected.
Steps to resolve the issue:
In HappyFox Help Desk, navigate to Apps >> JIRA >> Manage
Click ‘Change’ link under the JIRA Setup sections.
Add a trailing slash (/) to the existing URL in the JIRA Server URL field. Remove the trailing slash if it is already present.
Click the ‘Allow’ button on the dialog displayed.